Program Manager Non Tech 3

Experis, a leading organization in the technology support industry, is seeking a Program Manager Non Tech 3 to join their team. This role involves triaging incoming support tickets and assigning them to the appropriate engineers or teams to ensure timely resolutions and maintain operational efficiency.

Responsibilities:

• Coordinate and monitor internal support case queues to ensure timely and accurate case assignment
• Analyze queue data to optimize support coverage and capacity management across regions and time zones
• Support escalation processes by identifying appropriate escalation paths and facilitating smooth handovers
• Communicate effectively with support engineers, leadership, and other stakeholders regarding case status, risks, and urgent actions
• Ensure adherence to established processes, tools, and standards to maintain operational stability and support team performance

Requirements:

• At least 2+ years of experience in a customer-facing service role or support operations
• Fluent in reading, writing, and speaking English; proficiency test results are a plus if English is not native
• Ability to meet security screening requirements as needed
• Flexibility to adapt working hours, including weekends and on-call rotations, based on business needs
• Strong operational awareness, decision-making skills, and confident communication abilities