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Pearl Interactive Network, Inc. is a fast growing, multi-channel contact center solutions company. In addition to performing a social mission of creating jobs for veterans, disabled veterans, people with disabilities, military spouses and people living in geographically challenged areas, we provide exceptional service to all job-seekers.  We believe that it is our duty to be an asset to our customers, to each other and to the community. We are honored that you have decided to pursue an employment opportunities with us.

As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

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Program Director - Remote

Location: Virtual, in the U.S.

Job Purpose:

The Program Director will lead in overseeing all aspects of a Research Programís Support Call Center. The Program Director will serve as the principal point of contact with the client and will be responsible for the overall management of the program. The Program Director will provide Sr Management staff and the client, program and project operational plans, monthly reports and performance metrics, and annual and final reports. The Program Director ensures all operational projects are completed on time and within budget.    

Job Duties:

  • Oversee the Support Call Center that provides help desk and technical support for: people needing assistance with program enrollment on clientís Website and app; and with answering general inquiries via email, telephone, SMS, live chat, and letters from the public.
  • Liaise with client per applicable SOW. Communicate and respond to client inquiries and provide progress reports.
  • Oversee program staff. Build a strong team through open communication and by collaborating on decision-making responsibilities. Supervise all Program and Project managers evaluate performance and provide feedback.
  • Lead program teams and facilitate the communication and interaction among the functional representatives.
  • Create Operational plan of phase-in and phase out of project and oversee the implementation of operational plans. Frequently provide Senior Management update and status of progress and performance of plans.
  • Direct, develop, implement, disseminate and administer operationís strategies and objectives to ensure achievement as recommended by leadership.  Direct daily operations that support and implement our current program objectives.
  • Develop an effective plan of action for operating programs from inception to completion. Strategically map-out a program schedule and timeline and ensure it is followed.
  • Oversee all compliance area requirements of the contract, including and not limited to; security, software and equipment, telecommunication, data management and storage, and 508 Accessibility.
  • Ensures program operations and activities adhere to legal guidelines and internal policies. Ensure all safeguards are in place to secure personal data collected and stored, in compliance with clientís and federal government standards (HIPAA, PHI, Privacy Act, etc) for security.
  • Develop and implement staff training program, including cross-training, to ensure the effectiveness of performance of team.
  • Oversee the development of program content material for program participants and process of review and approval of release of materials.
  • Develop and implement policies and procedures.
  • Develop work systems and processes that effectively drive productivity. Planning the projects from start to completion involving deadlines, milestones and processes. Ensure the smooth and proper functioning of program. Perform evaluations and execute improvements.
  • Track, record, and compile program performance data.  Set goals for the programs and track progress, set-backs, and overall performance. Analyze program results and present findings to management. Implement innovative plans and processes to improve program functions. Keep abreast with change, risk and resource management.
  • Develop and approve operations and budgets.  Coordinates with Finance in the billing process per the implementation schedule and budget. Approves all expenditures prior to procuring goods and/or services. Reviews monthly invoicing and metrics of all clients with operations managers.
  • Accountable for post program / project performance including staffing levels, SOW compliance, SLAís, KPIís, and fiscal position (P&L).
  • Develop and implement recovery plans for off-schedule and unanticipated eventualities.
  • 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.
  • Performs all other duties as assigned.

Job Requirements:

  • Bachelorís degree or equivalent in a technical, business or financial discipline.
  • 10 years of proven Management experience overseeing a Call Center.
  • Excellent organizational and leadership skills.
  • Thorough understanding of project/program management techniques and methods.
  • Excellent Knowledge of performance evaluation techniques and key metrics.
  • Outstanding knowledge of data analysis, reporting and budgeting.
  • Highly proficient utilizing Excel and other Microsoft products.
  • Working knowledge of CRM software.
  • 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

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.

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