The Director/Program Manager serves as the focal point within the project delivery structure for client-specific issues, ensuring client satisfaction through the delivery of solutions based on contractual requirements. They are responsible for the overall project plan, budget, structure, schedule, and staffing requirements for the delivery organization. This role manages the efforts of internal and external resources to ensure that the integrated solution provided meets contractual needs. They provide overall leadership to the service delivery team, own cost management, and build client satisfaction through the formulation, development, implementation, and delivery of application, technical, and business solutions. Reporting to the Associate, this role focuses on mentoring, coaching, and developing people, while maintaining a high standard of performance. With a strong management operational framework experience, the Director/Program Manager anticipates problems, plans strategically, and executes effectively to achieve consistent best-in-class performance. This role should also demonstrate adaptability, the ability to address issues outside of instructions or their own expertise, and navigate VUCA (volatility, uncertainty, complexity, ambiguity) environments effectively.
Key Responsibilities:
- Lead project delivery efforts, ensuring alignment with client expectations and contractual requirements.
- Mentor, coach, and develop team members to foster growth and achieve high performance standards.
- Develop and implement operational strategies to optimize efficiency and effectiveness.
- Anticipate challenges and proactively plan and execute solutions accordingly.
- Collaborate with internal stakeholders to drive continuous improvement initiatives.
- Establish and maintain a culture of excellence, accountability, and innovation.
- Monitor and report on key performance indicators (KPIs) to track progress and drive results. (WIGs, Lag and Lead Measures).
- Ensure compliance with industry standards, regulations, and company policies.
- Foster strong client relationships by delivering exceptional service and exceeding expectations.
- Lead cross-functional teams including capacity planning, training, quality, workforce management (WFM), and HR.
Qualifications:
- At least 3 years experience managing copy editor and chart editors.
- Bachelor's Degree
- 15+ years of BPO experience with a proven track record of consistent best-in-class performance.
- Lean Six Sigma Green Belt certified required.
- Strong management operational framework experience.
- Demonstrated ability to foresee problems, plan strategically, and execute effectively.
- Exceptional mentoring, coaching, and people development skills.
- Excellent communication, leadership, and decision-making abilities.
- Proven track record of driving operational governance, excellence and exceeding measurable results.
- Ability to address issues outside of instructions or their own expertise.
- Adaptability and capability to navigate VUCA (volatility, uncertainty, complexity, ambiguity) environments effectively.
- Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities.
- Commitment to upholding the highest standards of professionalism and integrity.
- At least 3 years managing researchers is a plus
- Master's Degree is a plus
