Program Manager

Job Description

PROGRAM MANAGER

Starting base salary $55,000 – $70,000 CAD

Plus Bonus, Equity & Benefits

Our salary ranges are determined by role, level, and location. The range reflects the typical range for new hire salaries; it does not reflect the maximum salary for the role over time. Individual pay offers are determined by job-related skills and experience demonstrated during the interview process.

The Program Manager is the primary day to day client-facing role dedicated to delivering the highest level of client satisfaction by focusing on smooth operational activities and overall program success. With a focus on proactive management of service level agreements (SLAs), relationship building and inspires internal teams to deliver exceptional support. By upholding high operational standards and providing data and industry insights the Program Manager ensures that clients receive the highest quality of service and high performing programs.

What You Will Be Doing

Operational Management:
Create and track operational requests through to resolution.
Oversee program intake processes for new and existing clients.
Manage technology requests, including technical services and application support.
Deliver regular operational reporting (ad-hoc, automated, and dashboarding).
Client health dashboarding.
Hold/Decline statistics dashboard.
Operations performance review.
Executive business review
Monitor program metrics and performance with analysis
Handle marketing requests and provide VIP/client support, including training and follow-up.
Ensure comprehensive customer care through training and operational reporting.
Support implementations, including training and follow-up.
Manage risk and compliance tasks, ensuring all processes are followed.
Collaboration:
Participate in client integrations, including data feeds, APIs, and SFTP sites.
Collaborate with internal teams to champion client programs and advocate for client enhancement requests.
Maintain weekly or bi-weekly meetings with internal teams and monthly meetings with Account Managers.
Collaborate with Account Manager team on potential growth opportunities
Support the Customer Care team with training and collaboration, maintaining a regular training cadence.
Collaborate with sales for support and reporting on client needs.
Client Engagement:
Develop and maintain regular operational touchpoints with clients to deliver key performance metrics.
Schedule and conduct program performance reviews quarterly or semi-annually as per client requirements.
Maintain knowledge of current industry trends by collaborating with other internal teams and provide clients with industry best practices.
Advise clients on major process changes and the associated benefits and how to best leverage the 360 technology.
Training and Documentation:
Develop, implement, and maintain internal and external training materials and user guides.
Manage handoff documentation and maintain business requirement documentation and SOWs.
Maintain internal client SharePoint folders and internal Confluence pages.
Data Analysis and Reporting:
Track lessons learned throughout programs and provide relevant reporting to stakeholders, including providing supporting data analysis for Executive Business Reviews
Analyze and recommend changes based on lessons learned for future programs.
Maintain a weekly operational reporting dashboard focused on key health metrics.
Monitor SLAs and review operational reports to proactively address client issues.
Highlight program trends and areas for improvement, presenting findings to client stakeholders.
Conduct end-of-program summary reporting and review program for improvement recommendations.
Escalation Management:
Provide operational oversight for client escalations and necessary data.
Collaborate with internal teams on operational data for escalations.
Implement root cause analyses for major escalations, leading resolutions and communicating with stakeholders regularly.
What You'll Bring To This Role

3-5 years of experience in account management and/or operational roles.
Excellent client service skills and a professional demeanor.
Strong project management, consulting, risk management, and issue resolution skills.
Proficient conflict management abilities.
Strong written and verbal communication skills.
Excellent presentation skills, comfortable with data analysis and presentations to senior client and external stakeholders.
Strong project leadership skills with an ability to train and coach effectively.
Familiarity with ticket management systems.
Ability to work independently and collaboratively in a fast-paced environment.