Lead Program Manager
Core
Drive operational program execution, platform maintenance, and technology improvements for the enterprise contact center technology portfolio.
Role type
Senior Program Manager (Technology Services)
Builds
Contact center platforms and service operations
Domain
Healthcare technology / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Program and project management (Agile, Scrum, Kanban), cross-functional coordination, backlog and sprint management, AI tool fluency, analytical problem-solving, change management, financial awareness
Preferred skills
Contact center technologies (CCaaS, IVR, workforce management), enterprise technology platforms
Technologies
AI assistants (Claude, Copilot, ChatGPT), automation tools
Responsibilities
Lead operational program execution for continuous improvement and platform maintenance; coordinate sprint planning and release management; manage business-sponsored projects; drive delivery reporting and risk transparency; support capacity planning; facilitate cross-functional coordination to resolve blockers; establish program management standards
Seniority
Senior, hands-on IC