Contact Center Program Manager II (Hybrid)

The Contact Program Manager II represents the Contact Experience Center (CXC) channel across enterprise functions and activities and ensures channel readiness, improving the routines related to process, products, projects, initiatives, and communication.

Here's what you can expect from the job and what you need to be successful:

Job Duties:

• Manage complex CXC programs and support, including indirect management of SLA/SOW, partnering with other applicable business units (such as Card Services, Consumer Lending and Digital Products)

• Identify, analyze, and escalate red flags or issues, resolving or communicating to leadership as appropriate

• Develop and implement an internal communication program that successfully engages CXC employees internally and communicates the CXC priorities to other business units

• Develop a prioritized list of optimization opportunities for members and CXC employees (including member sentiment enhancement and employee satisfaction); actively leverage internal and organizational resources to escalate, solve-for, and execute

• Leverage and collaborate with other Program Managers across the enterprise to create alignment and consistency in communication and processes

• Actively participate in projects and initiatives; support/coordinate user testing as required; present recommendations to leadership as appropriate

• Drive CXC functions including quality assurance, training and workforce management, as required

• Lead in the creation of business cases, plans, strategies and project justifications

• Participate in optimizing vendor relationships, as assigned

• Participate in training and orientation of new Program Managers

Essential Skills:

• Minimum Education: Bachelor's degree is preferred

• Certification/License: PMP, Six Sigma Certification or scrum certifications are preferred

• Minimum 4 years' experience in program, systems or project management, preferably in the financial services industry

• Ability to articulate complex concepts while tailoring the message to different audiences including senior leadership, technical, and member support teams

• Ability to deliver effective stakeholder presentations to both peer and executive level audiences

• Ability to create and deliver a business plan and strategy

• Ability to foster strong internal and external business relationships

• Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences

• Highly organized with proven expertise in prioritizing and managing multiple projects simultaneously to meet deadlines without sacrificing quality

• Strong analytical and problem solving skills; ability to resolve complex issues with minimal direction

• Strong knowledge of Microsoft Office Suite; including Microsoft Project and Visio

Location: Rocklin Corporate Office, Rocklin, CA 95677 (HYBRID)

Target Compensation in Rocklin, CA: $86,000 to $96,000 annually + annual bonus

Benefits options include:

• Traditional medical, dental, and vision coverage

• 401K matching up to 5% per pay period

• Flexible Time Off

• 11 paid federal holidays

• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

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First Tech is not currently offering Visa sponsorship for this position

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