The Program Manager coordinates and monitors the scheduling, pricing, and technical performance of company programs and operations. Ensures adherence to master plans and schedules, develops solutions to program problems, and directs work of incumbents assigned to program from various departments. Ensures projects are completed on time and within budget. Acts as advisor to program team regarding projects, tasks, and operations.

Job Duties:

• Leads overall Pearl programs and projects by working directly with the client and Pearl team during all phases of implementation and monitoring thereafter.
• Develops program and project plans, maintains the implementation schedule and budget, and assures all program and project implementations are performing to established SLA’s and KPI’s.
• Reviews and finalizes the policies and procedures, as well as the training curriculum.
• Approves all expenditures prior to procuring goods and/or services.
• Maintains program implementation budget and financial position.
• Accountable for post program / project performances including staffing levels, SOW compliance, SLA’s, KPI’s, and fiscal position (P&L).
• Reviews monthly invoicing and metrics of all clients with operations managers.
• Coordinates with Finance in the billing process per the implementation schedule and budget.
• Reviews program contract and client contracts to ensure compliance with operations is established.
• Develops and implements recovery plans for off-schedule and unanticipated eventualities.
• Leads program teams and facilitates the communication and interaction among the functional representatives.
• Liaise with client per applicable SOW and on an as-needed basis.
• Assesses key demographic areas for our clients’ businesses and determine their needs from both a practical and an emotional standpoint.
• Explores opportunities to expand or provide additional services to clients.
• Administers disciplinary action consistent with established policy, documents individual performance and maintains updated secured personnel files.
• Able to handle hiring decisions for new managers and support positions.
• Implements CRM protocols for each customer/client program.
• Performs all other duties as assigned.

Job Requirements:

• Bachelor’s degree or equivalent in a business, healthcare or financial discipline.
• At least 5 years of management experience.
• Previous program management experience preferred in a call center environment.
• 5-10 years’ experience supervising or managing inbound/outbound/virtual call center.
• Highly proficient utilizing Excel and other Microsoft products.
• Working knowledge of CRM software, with an expertise in SalesForce.
• PMP certification preferred.
• Excellent interpersonal skills and self-sufficient.
• Excellent verbal/written communication skills and excellent follow through.
• Strong time management skills with the ability to quickly assess priorities and adjust as needed.
• Ability to analyze and explain data and execute strategies to improve performance.
• Ability to maintain positive relationships and manage both in-office and virtual teams.
• Ability to solve complex problems and issues.
• Strong analytical skills to interpret and forecast financial budgets.
• Ability to develop, recommend and implement plans for continuous process improvement.
• Strong leadership experience and skills.
• Great customer relations skills and experience.
• Embrace our winning Pearl Culture which promotes our employees’ desires and efforts to serve our consumers, coworkers, clients and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency and innovation.
• Ability to travel 30%.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background Investigation, Drug Screen and Skills Assessment Required

Skills/Qualifications/Keywords: Action Oriented/Tenacity, Dealing with Ambiguity, Compassion, Customer Focus, Ethics and Values, Functional and Technical Skills, Informing, Integrity and Trust, Listening, Priority Setting, Problem Solving

Benefits: Pearl offers employer paid employee medical coverage, basic life, paid time off, and holiday pay for benefit eligible employees. In addition, optional plans for Dental, Vision, Supplemental Life and STD are available to benefit eligible employees.

Pearl Interactive Network, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation and gender identity.