Note: The job is a remote job and is open to candidates in USA. TechOp Solutions International is seeking an experienced Remote Program Manager to lead a high-volume, remote call center. The Program Manager provides overall leadership, management, and strategic direction for the contract, ensuring all contractual requirements, performance objectives, and service levels are achieved.

Responsibilities

• Provide overall leadership and management of the contract and all program operations
• Supervise and provide direction to all Key Personnel and functional managers
• Plan, organize, coordinate, and oversee all program activities to ensure successful contract execution
• Serve as the primary liaison between the client, subcontractors, and internal leadership
• Manage staffing, financial resources, budgets, and operational priorities
• Monitor contract performance, analyze operational metrics, and prepare executive reports
• Oversee project schedules, deliverables, risk management, and issue resolution
• Lead program communications and provide regular status updates to stakeholders
• Oversee change management initiatives, including operational and technology-related enhancements
• Direct the development and maintenance of Standard Operating Procedures (SOPs), work instructions, and operational documentation
• Research emerging technologies and recommend process improvements that enhance customer experience, operational efficiency, and service delivery
• Promote continuous improvement, quality service, and operational excellence
• Perform additional duties as assigned

Skills

• Bachelor's degree from an accredited institution
• Minimum eight (8) years of experience managing large-scale customer service, contact center, or operational support programs
• Demonstrated experience leading cross-functional teams, managing budgets, and overseeing contract performance
• Excellent leadership, communication, organizational, and stakeholder management skills
• Must meet security eligibility requirements

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