Director, Program Manager

TTEC - Malta, NY

Full-time - Senior

Malta, NY

Administrative and Support Services

About the position

The Director, Program Manager at TTEC is responsible for managing client relationships and leading operational support staff to ensure efficient service delivery. This role involves motivating teams, improving processes, and maintaining strong communication with clients. The Director will also oversee project implementation and financial management, ensuring that the team meets operational goals and enhances customer satisfaction.

Responsibilities

• Primary point of contact for all client communications and/or concerns
• Leads and develops operational support staff to effectively manage the operation
• Maintains adequate employee headcount to produce an efficient operation
• Actively participates in recruitment and retention activities
• Reviews Payroll for accuracy and gives approval for processing and payment
• Reviews and understands the project P&L to ensure knowledge of project costs and maximize revenue and profitability
• Develops plans and implements processes and procedures to achieve a higher level of efficiency in the project
• Reviews weekly reports to identify areas of opportunity on the project
• Participates in bi-weekly reconciliations with the client to reconcile and confirm project hours
• Develops, reviews and delivers the monthly invoice to the client
• Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts
• Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner
• Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing
• Solid problem-solving skills for solving issues related to team performance
• Demonstrated leadership skills to effectively develop and lead a high performing team
• Demonstrated change management aptitude and ability
• Ability to think strategically and identify critical success factors when developing strategy and plans
• Ability to proactively develop and maintain solid business partnerships

Requirements

• 5 years experience in project implementation and operation in the payment processing and customer service industry or similar industry
• Three years experience as a project manager for at least one project of ten million dollars or more in value
• Great organizational and planning skills
• Customer Focused Mindset
• Excellent planning & organizing
• Excellent analytical skills

Nice-to-haves

• Continuously promote a performance-driven culture and always work towards reaching for amazing

Benefits

• Competitive salary range of $130,000.00 - $160,000.00 based on experience
• Equal opportunity employer
• Diversity and inclusion initiatives