What are the responsibilities and job description for the Program Manager I position at RLink Solutions?
Role: Program Manager I
Chicago, IL-Hybrid
6months with possibility of extension.
Job Description:
- Design & execute high-impact initiatives that define the support experience for customers
- Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement rollouts
- Build, define, lead and improve impactful, specific KPIs and support metrics
- Turn customer data information into meaningful product, support, and operational improvements
- Be the subject matter expert for the best support practices acquired internally and externally
- Drive continuous efforts to improve support infrastructure and processes
- Work with counterparts in other regional and global roles in pursuit of these initiatives
- Develop and maintain customer facing content to ensure that the voice, tone, and brand of support is consistent and effective
Basic Qualifications
- Minimum 4 years of project / program management experience
- Completing an MBA degree
Preferred Qualifications
- Bachelor's Degree
- Experience building efficient processes that scale across a large organization
- Experience leading cross-functional projects by using insights based on data
- Shown success in uncovering data to guide customer driven decisions
- Self-motivated with a strong affinity for strategic problem solving and driving action
- Persuasive written and verbal communication skills across diverse functions and teams
- Ability to balance important priorities
- Experience with process optimization, program management, customer support strategy, or quality assurance strong project ownership
- Experience with customer experience strategy or customer service environment
Additional Skills:
Oracle, Workday, SAP, HRIS Expertise
Strong understanding of HR systems, data accuracy, troubleshooting, process navigation, and supporting end-to-end HR lifecycle activities.