Program Manager – D365 / GetHelp Operations

RedCloud Consulting is a business and IT consulting company with local Puget Sound Enterprise and Mid-sized clients. RedCloud seeks a Program Manager – D365 to support immediate client operations. Seattle Business Magazine has recognized us, ranked #1 on their "Best Companies to Work for in Washington" for Mid-Sized Businesses list, awarded #1 Fastest Growing Company in Washington by Puget Sound Business Journal, and named on the Inc. 500/5000 list.

Overview

We are seeking a Program Manager with strong operational and systems expertise to support risk and control mapping initiatives. This role focuses on managing and tracking cases within enterprise case management tools, ensuring smooth workflow execution, proper routing, and accurate reporting across internal teams.

This position is ideal for someone with technical program management or operations experience who thrives on structure, process improvement, and system-based case management.

Responsibilities Include But Are Not Limited To

• Manage day-to-day case routing, queue management, and process tracking within case management systems.
• Act as a key administrative point of contact for internal workflows (not customer-facing).
• Partner with engineering, support, and operations teams to ensure proper escalation handling and adherence to service-level agreements (SLAs).
• Develop and maintain process documentation and internal knowledge resources for routing, escalation, and reporting workflows.
• Support risk and control mapping programs by ensuring data accuracy and process alignment across systems.
• Identify process bottlenecks and propose system or workflow optimizations.
• Provide regular reporting on case volumes, turnaround times, and operational performance metrics.
• Collaborate with program leads and stakeholders to support ongoing operational transitions.
  
  

Required Knowledge, Skills, and Abilities:

• Required: Microsoft Dynamics 365 (D365) or similar CRM/case management systems.
• Preferred: Familiarity with ticketing tools such as GetHelp or equivalent platforms.
• Strong organizational and analytical skills, with a focus on process adherence and workflow optimization.
• Excellent communication and cross-team collaboration skills.
• Ability to manage multiple concurrent cases and ensure timely resolution.
• Background in compliance, risk, or governance operations is a plus but not required.
  
  

Compensation range for position is $ 117,000 – 130,000 DOE.

Benefits and bonus information can be found at https://www.redcloudconsulting.com/careers

RedCloud requires employees have the legal ability to work in the United States during their employment period. During onboarding, proof of eligibility to work in the United States will be requested. RedCloud does not provide visa sponsorship.

About Us

RedCloud is a boutique, business and technology consulting firm providing local companies with expert-level support for over two decades. Whether it’s to solve a specific business challenge or to provide additional support for an ambitious project, we can help bring even the most visionary endeavors to fruition.

Anchored by a foundation of "integrity-based consulting", the RedCloud team of subject matter experts collaborate closely with clients to develop and implement high-level solutions, bringing stability, growth, and innovation together for long-term success. We provide a broad array of business and technology consulting services through RedCloud’s core practices: Data & AI, Delivery Excellence, Digital Solutions, Marketing & Sales, Privacy, Security, and Strategy & Transformation.

Visit http://www.redcloudconsulting.com/ for more info.