Contact Center Strategic Development Program Manager

This role offers an exciting opportunity to shape employee development, career mobility, and workforce performance within a dynamic, service-oriented organization. You will lead strategic talent initiatives, including career development pathways, mentoring programs, and professional growth campaigns. Working closely with operational leaders and cross-functional teams, you will design scalable learning experiences that strengthen employee engagement, leadership readiness, and business outcomes. You will use data, analytics, and continuous improvement methodologies to measure impact and optimize program effectiveness. This position combines strategic planning with hands-on execution in a collaborative, remote-first environment. It is ideal for a proactive program management professional who enjoys influencing stakeholders, solving complex challenges, and helping employees reach their full potential.

• Education: A high school diploma is required; a bachelor's degree is preferred.

• Relevant Experience: At least 2 years of experience in program management, performance development, or a related operational function. Experience in contact center or customer service environments is preferred.

• Program Management Expertise: Demonstrated success in designing, implementing, and managing initiatives that deliver measurable business results, with the ability to manage multiple priorities in a fast-paced environment.

• Organizational Development: Knowledge of organizational development principles, adult learning methodologies, career development strategies, and cultural or behavioral change initiatives.

• Strategic and Analytical Skills: Strong capabilities in strategic planning, project management, data analysis, program evaluation, and performance reporting. Ability to translate insights into practical recommendations and measurable improvements.

• Program Design and Creativity: Ability to develop engaging, well-structured development programs and create clear, consistent program branding and communication materials.

• Communication and Stakeholder Engagement: Excellent written and verbal communication skills, with the ability to build relationships, facilitate discussions, and influence stakeholders across teams and organizational levels.

• Execution and Adaptability: Strong organizational skills and attention to detail, with a demonstrated ability to deliver high-quality programs on time and within scope while adapting to changing business requirements.

• Continuous Improvement: Familiarity with Lean, Six Sigma, or similar methodologies, along with a commitment to optimizing processes and enhancing program scalability.

• Remote Collaboration: Comfortable facilitating virtual programs, coordinating distributed teams, and using digital tools to support employee engagement and professional development.

• Professional Values: A strong commitment to collaboration, integrity, curiosity, inclusion, accountability, and exceptional service. Candidates should also demonstrate reliable attendance, sound judgment, and a willingness to support the organization's mission and long-term objectives.