What are the responsibilities and job description for the Program Operations Specialist position at Upwork?
Job Description
Program Specialist
Location: U.S. Based (Remote)
Position Type: Full-Time, Hourly
Direct Reports: Team Leads (Enrollment & Customer Care & Technical Support)
Position Summary
The Program Specialist serves as the operational lead overseeing the performance, delivery, and quality of all programs and projects supporting Upwork/Lifted’s Enterprise EdTech Client. This role ensures consistent achievement of service level objectives, alignment with client expectations, and adherence to operational and quality standards defined within the managed services framework.
The Program Specialist acts as the first point of escalation for client inquiries related to program performance, product quality, and delivery, while partnering closely with the Delivery Manager to drive results and operational excellence across teams.
Key Responsibilities
Operational Leadership
Oversee daily operations of Program Teams, ensuring SLA, QA, and performance targets are met.
Manage and develop Team Leads to drive execution, accountability, and team engagement.
Monitor workforce coverage and volume across channels (phone, chat, email, SMS).
Partner with Workforce, QA, and Training functions to align delivery strategies and maintain consistency.
Participate in and support BOD (Start-of-Day) and EOD (End-of-Day) huddles to review metrics, identify trends, and drive continuous improvement.
Client Partnership & Communication
Serve as the primary operational liaison for client stakeholders on all program performance and product-related matters.
Provide timely, professional responses to client questions, performance updates, and deliverable status inquiries.
Escalate account-related or contractual concerns to the Delivery Manager.
Maintain open communication and alignment with the Lifted program management team to ensure transparency, coordinated support, and shared visibility on performance outcomes.
Partner with Lifted’s internal support functions as needed for insights, data, and resources to drive operational consistency and quality.
Performance & Quality Management
Review and consolidate daily/weekly performance data from Team Leads for reporting to leadership.
Identify trends, analyze root causes, and develop action plans to address performance gaps.
Ensure alignment with established QA rubrics, compliance requirements, and service standards.
Partner with QA and Training to drive corrective actions and reinforce coaching and development plans.
Maintain consistent documentation of coaching, escalations, and communications.
Leadership & Development
Promote a culture of professionalism, empathy, and operational excellence.
Ensure effective performance management and engagement of Team Leads and agents.
Support onboarding, ramp-up, and transition activities during staffing cycles.
Foster collaboration between Enrollment and CCTS lines of business to maintain unified service delivery.
Qualifications
Education: Bachelor’s degree preferred; equivalent experience considered.
Experience:
3–5 years in contact center operations, service delivery, or program management.
Demonstrated success leading multiple teams or workstreams in a performance-driven environment.
Strong background in QA, client communications, and KPI management.
Experience in Managed Services (BPO) or EdTech/Customer Support operations preferred.
Technical Skills:
Proficiency with Salesforce, Five9, and related CRM/call center tools.
Skilled in data interpretation, performance tracking, and reporting.
Additional Information
Soft Skills:
Strong communicator with exceptional problem-solving and organizational abilities.
Ability to lead through influence, foster collaboration, and manage competing priorities.
Comfortable working in a fast-paced, metrics-driven environment.
Performance Metrics
Achievement of SLA, QA, and productivity targets across both lines of business.
Timely completion and accuracy of performance and client reports.
Consistent positive feedback from client stakeholders.
Compliance with all operational and data security standards.
High engagement and retention among Team Leads and support staff.
Program Specialist
Location: U.S. Based (Remote)
Position Type: Full-Time, Hourly
Direct Reports: Team Leads (Enrollment & Customer Care & Technical Support)
Position Summary
The Program Specialist serves as the operational lead overseeing the performance, delivery, and quality of all programs and projects supporting Upwork/Lifted’s Enterprise EdTech Client. This role ensures consistent achievement of service level objectives, alignment with client expectations, and adherence to operational and quality standards defined within the managed services framework.
The Program Specialist acts as the first point of escalation for client inquiries related to program performance, product quality, and delivery, while partnering closely with the Delivery Manager to drive results and operational excellence across teams.
Key Responsibilities
Operational Leadership
Oversee daily operations of Program Teams, ensuring SLA, QA, and performance targets are met.
Manage and develop Team Leads to drive execution, accountability, and team engagement.
Monitor workforce coverage and volume across channels (phone, chat, email, SMS).
Partner with Workforce, QA, and Training functions to align delivery strategies and maintain consistency.
Participate in and support BOD (Start-of-Day) and EOD (End-of-Day) huddles to review metrics, identify trends, and drive continuous improvement.
Client Partnership & Communication
Serve as the primary operational liaison for client stakeholders on all program performance and product-related matters.
Provide timely, professional responses to client questions, performance updates, and deliverable status inquiries.
Escalate account-related or contractual concerns to the Delivery Manager.
Maintain open communication and alignment with the Lifted program management team to ensure transparency, coordinated support, and shared visibility on performance outcomes.
Partner with Lifted’s internal support functions as needed for insights, data, and resources to drive operational consistency and quality.
Performance & Quality Management
Review and consolidate daily/weekly performance data from Team Leads for reporting to leadership.
Identify trends, analyze root causes, and develop action plans to address performance gaps.
Ensure alignment with established QA rubrics, compliance requirements, and service standards.
Partner with QA and Training to drive corrective actions and reinforce coaching and development plans.
Maintain consistent documentation of coaching, escalations, and communications.
Leadership & Development
Promote a culture of professionalism, empathy, and operational excellence.
Ensure effective performance management and engagement of Team Leads and agents.
Support onboarding, ramp-up, and transition activities during staffing cycles.
Foster collaboration between Enrollment and CCTS lines of business to maintain unified service delivery.
Qualifications
Education: Bachelor’s degree preferred; equivalent experience considered.
Experience:
3–5 years in contact center operations, service delivery, or program management.
Demonstrated success leading multiple teams or workstreams in a performance-driven environment.
Strong background in QA, client communications, and KPI management.
Experience in Managed Services (BPO) or EdTech/Customer Support operations preferred.
Technical Skills:
Proficiency with Salesforce, Five9, and related CRM/call center tools.
Skilled in data interpretation, performance tracking, and reporting.
Additional Information
Soft Skills:
Strong communicator with exceptional problem-solving and organizational abilities.
Ability to lead through influence, foster collaboration, and manage competing priorities.
Comfortable working in a fast-paced, metrics-driven environment.
Performance Metrics
Achievement of SLA, QA, and productivity targets across both lines of business.
Timely completion and accuracy of performance and client reports.
Consistent positive feedback from client stakeholders.
Compliance with all operational and data security standards.
High engagement and retention among Team Leads and support staff.