Job Description\n\nSummary: The Program Manager of Service and Support is a vital member of our cross-functional stakeholder team. This role is responsible for planning, deploying, and collaborating on projects and initiatives that impact both Service and Support teams and our internal and external customers. Reporting to the Director of Service and Support, the Program Manager will participate in both technical and non-technical projects aimed at enhancing enrollment, customer care, and experience processes. This includes improving technical support systems and implementing technological changes to enhance the long-term customer experience. The Program Manager will act as a liaison between Service and Support and product/program owners.\n\nKEY RESPONSBILITIES: \n\n * Strategic Alignment & Communication: Act as a liaison between the Service and Support organization and project/product management teams to ensure alignment with business objectives. Communicate upcoming initiatives and workflow changes to business leaders and stakeholders to promote transparency and collaboration.\n * Project Planning & Execution: Collaborate with project sponsors and cross-functional teams to define scope, deliverables, resources, and timelines. Lead the planning, coordination, and execution of projects that impact Service and Support, ensuring successful implementation of new initiatives.\n * Cross-Functional Collaboration & Support: Coordinate with project and product management teams to represent the Service and Support organization and ensure that upcoming initiatives are in-line with the organizational objectives and communicated to business leaders. Partner with internal and external teams to evaluate system or platform enhancements and ensure the needs of all end-users are understood and addressed.\n * Risk Management & Reporting: Analyze and mitigate project and program risks, proactively addressing potential issues. Develop and maintain project documentation and produce clear, timely reports and updates for stakeholders and leadership.\n * Process Improvement & Readiness: Identify opportunities for continuous improvement within processes and workflows. Ensure Service and Support teams are prepared for operational changes, and drive enhancements to increase efficiency and improve customer and employee experience.\n\nESSENTIAL FUNCTIONS: \n\nReasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential duties.\n\n * Use data-driven insights to suggest strategies for improving customer satisfaction, efficiency, and operational integrity.\n * Measure and track performance using standardized metrics and daily activity reports.\n * Compile and report team/product performance data and trends on a daily, weekly, and yearly basis.\n * Act as a Service and Support representative and attend weekly touch-point meetings with Program and Product stakeholders\n * Collaborate across departments to refine processes, drive revenue, and reduce operational costs.\n * Serve as an escalation point and knowledge resource for team members.\n * Work with multiple support and operations teams to recommend and implement strategies to improve customer experience.\n * Manage escalations and complex customer issues.\n * Continuously taking inventory of staffing needs and scheduling\n * Analyze support and service data to address performance gaps and improve processes, procedures, and training.\n\nSUPERVISORY RESPONSIBILITES: There are no supervisory responsibilities in this role\n\nMINIMUM REQUIRED QUALIFICATIONS: \n\n * Bachelor's degree in business administration/project management or related field OR\n * Five (5) years in an advanced management role OR\n * Equivalent combination of education and experience\n\nCertificates and Licenses: None required.\n\nSYSTEM REQUIREMENTS:\n\n * Our work from home members are required to have and maintainHigh-speed internet connection.At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with otherhouseholdusers.For the sake of call quality, satellite,DSL, data plans, wireless or dial-up services are not compatible. \n * Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systemsand must be disabled by the provider.\n * Ethernet connection is preferred.\n\nOTHER REQUIRED QUALIFICATIONS: \n\nPhysical and Technical Requirements:\n\n * Sedentary work involving fluent typing, listening, speaking, extensive reading, repetitive motions, and prolonged computer use.\n * Daily access to a smart device (e.g., phone, tablet) capable of downloading and using apps.\n * Professional home office setup free from distractions during operational hours.\n * Ability to attend virtual training sessions via webcam.\nEducation and Knowledge:\n\n * Familiarity with home-based or public/private school education systems.\n * Thorough knowledge of home-based connectivity support.\nCommunication Skills:\n\n * Strong verbal and written communication skills.\n * Excellent listening skills with a consultative approach to customer service.\n * Proficient in telephone and email etiquette.\n * Ability to communicate effectively through multiple channels, including phone, voicemail, email, and chat.\nTechnical Proficiency:\n\n * Expertise in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, etc.) and PC/Internet applications.\n * Experience using SIS Platforms and creating new strategies / processes to improve all customers experience from onboarding and beyond\n * Proficiency in web-based applications; Salesforce experience is a plus.\n * Knowledge of Microsoft Windows Operating Systems (7, 8, 10, and XP).\nCustomer Service and Problem-Solving:\n\n * Strong problem-solving and analytical skills with a solutions-oriented mindset.\n * Resilient, detail-oriented, and accountable for high-quality work.\n * Ability to manage high call volumes and maintain positive team morale.\nProfessional and Personal Qualities:\n\n * Ability to prioritize competing tasks effectively to deliver results.\n * Independent and team-oriented work capabilities.\n * Open to feedback and guidance, demonstrating adaptability and improvement.\n * Exceptional leadership, time management, facilitation, and organizational skills\n * Outstanding working knowledge of change management principles and performance evaluation processes\n * Resilient and positive contributor to team dynamics.\nAdditional Requirements:\n\n * Ability to own and execute projects with minimal supervision.\n * Capability to travel up to 10% of the time (e.g., team-building activities).\n * Ability to clear required background check.\n\nDESIRED QUALIFICATIONS: \n\n * Previous experience with Stride/K12\n * Previous experience in working in a c To view the full job description please use the link below. https://www.aplitrak.com/?adid=YmJnZW5lcmljLjgyOTQwLjEyMjQ4QHN0cmlkZWluY2NvbXAuYXBsaXRyYWsuY29t
