Contact Center Strategic Development Program Manager

Accountabilities: Strategic Program Development: Design and implement innovative workforce development programs that address skill gaps, support organizational culture priorities, and strengthen leadership readiness. Create structured career pathways aligned with operational objectives and employee progression. Program Management and Execution: Oversee the full lifecycle of strategic initiatives, including planning, resource allocation, stakeholder coordination, implementation, and evaluation. Ensure programs are delivered consistently, efficiently, and within established timelines and scope. Career Development and Mentoring: Lead initiatives focused on career exploration, mentoring, coaching, professional development, and succession planning to encourage internal mobility and long-term employee growth. Performance Measurement and Reporting: Analyze program data, evaluate outcomes, identify performance gaps, and develop targeted interventions. Use measurable insights to demonstrate business impact and guide future program improvements. Organizational Culture and Engagement: Integrate organizational values, behavioral change strategies, and communication standards into development initiatives. Help foster an inclusive workplace where employees feel valued, respected, supported, and connected. Cross-Functional Collaboration: Partner with contact center leaders, operations teams, and other stakeholders to integrate development opportunities into daily workflows. Build credibility, influence decisions without direct authority, and align initiatives with broader business priorities. Continuous Improvement and Innovation: Apply Lean, Six Sigma, and other process improvement methodologies to enhance program effectiveness, scalability, and operational efficiency. Leverage technology, analytics, and creative program design to increase engagement and impact. Risk Management and Compliance: Identify, monitor, and report relevant operational and information security risks within the scope of responsibilities. Follow organizational policies, service standards, and applicable legal requirements while supporting exceptional internal and external service. Requirements Education: A high school diploma is required; a bachelor's degree is preferred. Relevant Experience: At least 2 years of experience in program management, performance development, or a related operational function. Experience in contact center or customer service environments is preferred. Program Management Expertise: Demonstrated success in designing, implementing, and managing initiatives that deliver measurable business results, with the ability to manage multiple priorities in a fast-paced environment. Organizational Development: Knowledge of organizational development principles, adult learning methodologies, career development strategies, and cultural or behavioral change initiatives. Strategic and Analytical Skills: Strong capabilities in strategic planning, project management, data analysis, program evaluation, and performance reporting. Ability to translate insights into practical recommendations and measurable improvements. Program Design and Creativity: Ability to develop engaging, well-structured development programs and create clear, consistent program branding and communication materials. Communication and Stakeholder Engagement: Excellent written and verbal communication skills, with the ability to build relationships, facilitate discussions, and influence stakeholders across teams and organizational levels. Execution and Adaptability: Strong organizational skills and attention to detail, with a demonstrated ability to deliver high-quality programs on time and within scope while adapting to changing business requirements. Continuous Improvement: Familiarity with Lean, Six Sigma, or similar methodologies, along with a commitment to optimizing processes and enhancing program scalability. Remote Collaboration: Comfortable facilitating virtual programs, coordinating distributed teams, and using digital tools to support employee engagement and professional development. Professional Values: A strong commitment to collaboration, integrity, curiosity, inclusion, accountability, and exceptional service. Candidates should also demonstrate reliable attendance, sound judgment, and a willingness to support the organization's mission and long-term objectives. Benefits Competitive Salary: Posted salary range of $60,500–$93,700 annually, with the anticipated hiring range generally between $60,500 and $77,100, depending on experience, qualifications, internal equity, and business considerations. Remote-First Work Environment: Flexible, remote-first working arrangements designed to encourage collaboration, connection, and work-life balance. Medical Coverage: Medical insurance with telemedicine services. Dental and Vision: Dental and vision insurance plans. Retirement Savings: 401(k) plan with employer matching contributions. Health Savings and Flexible Spending Accounts: HSA with company-provided contributions, plus FSA options. Insurance Protection: Company-paid disability insurance, basic and optional life insurance, and supplemental insurance options. Paid Time Off: Paid time off, 12 paid holidays, and community volunteer time off. Family Support: Maternity, parental, and family care leave. Wellness and Mental Health: Wellness programs, mental health resources, and an Employee Assistance Program (EAP). Professional Development: Tuition reimbursement and opportunities to develop new skills and advance professionally. Inclusive Workplace Culture: A collaborative environment that prioritizes belonging, psychological safety, employee well-being, and meaningful professional connections. Employment Eligibility: This position is not currently eligible for employment visa sponsorship. Benefits are subject to applicable eligibility requirements, waiting periods, contributions, and plan conditions.