Program Specialist III

About The Role

As a PM Specialist, you will own the end to end execution of defined programs across a global BPO network. You will be accountable for defining metrics, analyzing performance, identifying drivers of variance, and converting insights into sustained operational improvements.

You will translate strategy into analytically grounded execution plans, define success metrics, establish operating cadences, and drive results through BPO partners and internal stakeholders. The role requires comfort with operational data, strong operational judgment, and the ability to influence execution in a fast moving, 24/7 environment.

What The Candidate Will Need

• Lead the deployment of operational programs and tactical initiatives across teams & and support verticals.
• Own program outcomes by defining success metrics, building performance dashboards, and tracking results across sites, regions, and channels
• Analyze operational data to identify root causes, performance drivers, and improvement opportunities.
• Design, coordinate, and track performance improvement plans including reviews, action tracking, and follow ups with stakeholders.
• Partner with cross functional teams to operationalize changes at scale.
• Translate analytical insights into prioritized action plans and program interventions with clear expected impact.
• Operate effectively in a global, 24/7 environment with overlapping initiatives
  
  

• MBA degree or equivalent practical experience.
• Strong experience analyzing operational data to drive performance improvements.
• Demonstrated ability to build and interpret dashboards, metrics, and performance reports
• Proficiency with Google Workspace, especially Sheets and Slides.
• Working knowledge of contact center KPIs and performance management practices.
  
  

• Strong program management and organizational skills.
• Experience in operations analytics, program management, or continuous improvement roles.
• Balance attention to detail with swift execution-we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength.
• Experience with the Google suite of office products and experience working with data.
• Grow with change and operate flexibly.