Program Manager- Service Center - Benefitfocus

The Program Manager is responsible for developing projects, driving completion and measuring/maintaining on-going success within the Service Center. The Program Manager will lead cross-functional teams to measure progress and activity in alignment with business objectives and desired timelines. This role will be responsible for the ongoing maintenance of critical programs to support the Service Center including global operations, operational efficiencies and continuous improvement. Success of the Program Manager role is measured on the ability to drive and maintain Service Center programs while bringing specific projects to completion on time and within budget.

Responsibilities:

• Lead cross-functional and cross-departmental project team to oversee initiative execution to ensure goals and objectives are achieved
• Influence decisions across teams to bring distinct, specific projects to completion before the deadline and within budget
• Direct team by providing operational analysis and business process expertise during planning stages of new project proposals aimed at reducing costs and improving quality
• Participates in business prioritization processes and remain accountable for initiative outcomes
• Recommend and create new or modified policies and controls to ensure the successful management and reporting of initiatives in the program
• Prepare and present to Executives and stakeholders to support leadership initiatives through metrics reporting
• Provide both verbal and written communications regarding project status, risks and issues
• Utilize Lean and Six Sigma Principles for implementing new processes and programs
• Turn conceptual ideas into actionable plans

Job Specific Knowledge & Skills:

• Successfully manage a portfolio of Service Center programs that are critical to the success of the department and drive continuous improvements
• Align internal and external stakeholders to ensure projects are completed timely and within budget
• Responsible for the stand up of global operations and ongoing effectiveness
• Participate in customer facing presentations

• BA-BS degree required
• 7+ years of experience
• Proven ability to work across department lines to achieve common objectives
• Strong interpersonal skills with a customer centric focus
• Proven analytical and risk management skills
• Exhibits ability to work with all levels of management from project managers to executive leaders
• Experience working in a call/service center environment
• Experience with global operations preferred