What are the responsibilities and job description for the Service Delivery Program Manager position at Tekgence Inc?
The Channel Initiatives Specialist will lead root cause analysis and continuous improvement programs within the Customer Service organization, focusing on reducing customer pain points, driving call deflection, and improving chat containment. This role owns the end-to-end root cause initiative program, partnering cross-functionally with Product, Engineering, Fraud, Operations, Marketing, Vendor Management, and Data teams to implement data-driven improvements aligned with business and customer objectives—particularly cost reduction and experience enhancement.
The ideal candidate brings strong expertise in Lean Six Sigma (DMAIC, Kaizen), program/project management, and customer service operations, with the ability to leverage customer data, AI tools, and performance metrics to identify trends, quantify impact, and drive measurable improvements across globally distributed teams.