Operations Program Manager

The Program Manager will manage all aspects of the new client implementation process, assuming ownership of major projects for new products and programs.



With strong client relationships, the Program Manager will work with Customer Contact Operations management to identify support options for new client programs, ensure training is completed on time and manage multiple other projects for small and mid-size clients.



Key responsibilities of the position include:

Utilizing Project Management methodologies to prioritize tasks to ensure implementation projects meet agreed upon deadlines

Developing and maintaining knowledge base documentation and program information for assigned clients.

Ensure business rules are effectively communicated and fully understood by the development team.

Proactively manage customer expectations on current and future business n­eeds

Initiate and facilitate post-implementation program reviews and solicit feedback from customer areas after implementations.

Recognize opportunities for system or process improvement and make recommendations or take appropriate action; Identify opportunities within operations to make continuous improvements in key processes, techniques and procedures, enhancing the department's ability to meet customer needs

Participate in system UAT and Validation exercises.

Support the Sales team in responding to Requests for Proposals (RFP's)
REQUIREMENTS


The successful candidate will have a minimum of 3-5 years of Customer Service Operations, Account Management or Project Management experience and a Bachelor's degree or equivalent experience.

He/she will have the ability to manage complex projects and understand and apply basic Project Management principals and processes.