Program Manager Non Tech 3

Experis is a leading organization in the technology industry, seeking a Program Manager Non Tech 3 to join their team. This role focuses on managing and routing internal support escalations, ensuring timely delivery and quality standards are met while acting as a frontline resource for incoming cases.

Responsibilities:

• Coordinate and manage project activities to ensure timely delivery and quality standards are met
• Serve as a frontline resource to triage incoming cases and direct them to the appropriate teams or managers
• Monitor queues, analyze case data, and assign cases efficiently within established SLAs
• Collaborate with internal teams to resolve escalations and improve support processes
• Generate reports and analyze data to support operational improvements and decision-making

Requirements:

• At least 2 years of experience in a customer-facing service role or project management
• Fluent in reading, writing, and speaking English
• Ability to meet security screening requirements as needed
• Flexibility to work shifts, including weekends, and participate in on-call rotations
• Strong organizational skills with the ability to adapt to changing priorities and learn new technologies and policies
• Proficiency in additional languages such as Portuguese is a plus