Program - Support Manager


Plymouth Meeting, PA

Industry: Technology


Not Specified years

Posted 171 days ago

  by    Cynet Sytems

This job is no longer available.

US citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.? 

Job Description:

?Role Purpose: 

  • Partners with management to improve operational efficiency, identifying potential opportunities and developing plans to pursue these opportunities. 
  • Monitors progress against plans and advising accordingly. 
  • Removes issues hindering the implementation of operational initiatives ensuring coordination between appropriate parties. 
  • Optimizes performance against operational metrics such as SLA attainment and Client Satisfaction. 
  • Develop or optimize operational systems, procedures, policies and processes with external vendors and internal teams alike. 

Principal Accountabilities: 

  • Managerial level primary POC for Manufacturer Brand Team and their business partners. 
  • Develop solid working relationships with internal stakeholders (Program Support Leadership, Account Management, Sales) the client and all 3rd party vendor key contacts. 
  • Travel to client site for Quarterly Business Reviews and other meetings as needed 
  • Ultimately responsible for team operational effectiveness, SLA results and overall client satisfaction 
  • Responsible for delivery of project work and regular project status reporting to the Brand and internal teams 
  • Responsible for researching support related questions or potential issues raised either internally or by the Brand 
  • Responsible for proactive program management including early trend identification, training opportunities and continuous improvement initiatives 
  • Provide reports, analysis and offer recommendations for how to improve the customer experience or drive operational efficiencies?