Program Manager IV

$124,800 - $166,400/Yr

BCforward - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Program Manager IV position at BCforward is focused on optimizing performance and driving outcomes within an operations environment. The role requires a highly motivated individual with over 5 years of program management experience, particularly in customer support and cross-functional team collaboration. The successful candidate will be responsible for deploying new support offerings, ensuring operational standards, and driving continuous improvement through KPI monitoring.

Responsibilities

• Deploy new support offerings, features, and product changes across operations.
• Work closely with cross-functional teams to ensure smooth implementation and seamless integration.
• Develop and enforce operational standards to ensure consistency and quality across all issue pods, tiers, and channels.
• Drive adoption of operational standards to ensure a uniform client experience across teams.
• Create and maintain KPI-based dashboards to monitor performance and identify opportunities for improvement.
• Align support KPIs with issue team metrics to track end-to-end performance and ensure accountability across the entire advertiser journey.
• Use insights from performance data to drive continuous improvement.

Requirements

• 5+ years of program management experience.
• 5+ years working with cross-functional teams.

Nice-to-haves

• 3+ years of experience in operations management.
• 3+ years working in customer support functions.
• CAPM or PMP certification from PMI is a plus.

Benefits

• Major medical insurance
• Health Savings Account (HSA)
• Dental insurance
• Vision insurance
• Employer-provided group life insurance
• Voluntary life insurance
• Short-term disability
• Long-term disability
• 401k