Job Description
Job Description
Position Overview
- The Program Manager position requires a highly detail oriented, accurate, customer service focused, organized individual who will be responsible for managing the day to day activity of a high profile customer account. This includes ensuring profitability of the programs, constant client interaction, growing the account and communicating directly with the management teams for inbound and outbound agents.
Requirements
- Establish a trusted partner relationship with the client services team and the assigned client management teams
- Daily tactical management of the account activity
- Front line liaison between account management and operations
- Provide clear and concise documentation of all tactical account management activity including daily, weekly and monthly metrics for the client
- Monitor program activity to ensure processes, procedures and client commitments are being followed and achieved
- Identify solutions for best practices, new technologies, and improved performance
- Manage escalated issues from initial observation through communication of resolution
- Coordinates with internal departments such as Operations, Training, Quality, and Work Force Management to meet client expectations and requirements
- Present Quarterly Business Reviews to Harte Hanks and client senior staff members
- Must have experience interacting/collaborating with BPO/vendors
- Experience managing multiple accounts or complex accounts
- Position onsite in Plano TX, must be available to commute
What We Offer:
- Group Health and Wellness (Medical, Dental, and Vision)
- Health Savings Account (HSA)
- Educational Assistance
- Voluntary plans, including critical illness, accident, and hospitalization
- 401k plan with Company Match and Roth contributions | Immediate vesting
- Pet Insurance, free legal services, employee discount programs, and more…
Equal Opportunity Employer/M/F/H/V
Job Tags
Immediate start,