Program Manager IV

Pinnacle Group - Menlo Park, CA

Full-time - Mid Level

Menlo Park, CA

Insurance Carriers and Related Activities

About the position

The Program Manager IV role is focused on leading initiatives for scaled customer support operations, requiring a mid-career professional with strong project management skills and the ability to navigate ambiguity. The position involves optimizing performance across various operational areas, implementing new support plans, standardizing guidelines, measuring accountability, and delivering insights to leadership. The ideal candidate will have a solid background in program management and customer support, with a strong emphasis on problem-solving and analytical abilities.

Responsibilities

• Implement new support plans across the Advertiser Ops Ecosystem, deploying new support offerings and product changes effectively.
• Collaborate with cross-functional teams to ensure smooth implementation and integration of changes.
• Develop and enforce standards for agents' processes, vendor incentives, and channel mix expectations to ensure consistency and quality.
• Drive the adoption of established standards across different tiers and channels to maintain a uniform client experience.
• Develop and maintain KPI-based views for each pod to measure and enhance performance, integrating Support KPIs with issue team-specific KPIs.
• Provide critical insights around the Advertiser Experience to leadership forums, influencing decision-making and strategy formulation.

Requirements

• 5+ years of experience in Program Management.
• 5+ years of experience working with cross-functional teams.
• Strong problem-solving and analytical abilities.
• Experience in a fast-paced environment and ability to work independently.

Nice-to-haves

• 3+ years of experience working in an operations environment.
• 3+ years of experience in customer support.
• CAPM or PMP certification from PMI.
• Consulting background is a plus.
• Experience in service/tech operations.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401K contributions
• Paid time off (PTO)
• Sick leave