Position Details
Program Manager Iv Apply
At OrangePeople, we consult with some of the most prestigious brands in the world. But more importantly, our consultants have a voice in the vision and future of the company. At OrangePeople, our focus is people. It's right there in our name. As Program Manager, you will be involved throughout the project life-cycle, coordinating and managing the projects, as outlined below:
Program manager with experience and skill in leading initiatives for scaled customer support operations. The scope of responsibilities would be across the following four areas. Program Manager with over 5 years of experience working in an operations environment to optimize performance. The ideal candidate should be mid-career with decent project management experience. More importantly, this person must have strong problem-solving and analytical abilities. They should be able to work comfortably in unclear scenarios and make sense of ambiguity. Candidates with solid experience building support/service operations are likely to have exposure to and an understanding of the customer support function, which will help them succeed in the role.
Responsibilities:
- Implement new support plans across the Advertiser Ops Ecosystem:
- Deploy new Support offerings, features, and product changes effectively across the operational landscape, including CAS, case ranking, resolvability, MMA, and commerce TASS.
- Collaborate with cross-functional teams to ensure smooth implementation and integration of changes.
- Standardization and Adoption of Guidelines:
- Develop and enforce standards such as agents' processes & protocols, vendor incentives, model sites, channel mix expectations, and taxonomy to ensure consistency and quality across all issue pods, tiers, and operations.
- Drive the adoption of these standards across different tiers and channels to maintain a uniform client experience.
- Accountability Measurements:
- Develop and maintain KPI-based views for each pod (e.g., integrity, product) to measure and enhance performance. Integrate Support KPIs with issue team-specific KPIs to enable and monitor the end-to-end Advertiser experience across issue teams.
- Use these metrics to hold respective teams accountable and drive continuous improvement.
- Leadership Insights Delivery:
- Provide critical insights around the Advertiser Experience to leadership forums such as GOBR and Data & Prios, influencing decision-making and strategy formulation.
Minimum Qualifications:
- Must have over 5 years of experience in Program Management or managing multiple projects.
- Must have experience working with cross-functional teams.
- More than 3 years of experience working in an operations environment.
- Minimum of 3 years of experience in customer support, CAPM or PMP from PMI.
Benefits:
- 401(k).
- Dental Insurance.
- Health insurance.
- Vision insurance.
- We are an equal opportunity employer and value diversity, equality, inclusion, and respect for people.
- The salary will be determined based on several factors including, but not limited to, location, relevant education, qualifications, experience, technical skills, and business needs.
Additional Responsibilities:
- Participate in OrangePeople monthly team meetings, and participate in team-building efforts.
- Contribute to OrangePeople technical discussions, peer reviews, etc.
- Contribute content and collaborate via the OP-Wiki/Knowledge Base.
- Provide status reports to OP Account Management as requested.
About us:
OrangePeople is an Enterprise Architecture and Project Management solutions company. Our most valuable asset is our people: dynamic, creative thinkers, who are passionate about doing quality work. As a member of the OrangePeople team, you will have access to industry-leading consulting practices, strategies & and technologies, innovative training & and education. An ideal Orange Person is a technology leader with a proven track record of technical achievements and a strong process/methodology orientation.
OrangePeople is an Enterprise Architecture and Project Management solutions company. Our most valuable asset is our people: dynamic, creative thinkers, who are passionate about doing quality work. As a member of the OrangePeople team, you will have access to industry-leading consulting practices, strategies & and technologies, innovative training & and education. An ideal Orange Person is a technology leader with a proven track record of technical achievements and a strong process/methodology orientation.
