**Pearl Interactive Network** is seeking an experienced and results-oriented **Program Manager** to oversee the planning, execution, and delivery of complex programs supporting our clients and internal operations.
The **Program Manager** (PM) coordinates and monitors the scheduling, pricing, and technical performance of company programs and operations. Ensures adherence to master plans and schedules, develops solutions to program problems, and directs work of incumbents assigned to program from various departments. Ensures projects are completed on time and within budget. Acts as advisor to program team regarding projects, tasks, and operations.
**Operating Hours:** 8 am - 8 pm EST, Monday-Friday
**Technical Equipment and Remote Office Requirements:**
1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. **Test your network at speed.cloudflare.com to verify before you apply.**
2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.
3. Private and secure workspace within your home. Away from noise and distractions.
4. Computer equipment, monitor, and headset provided.
**Essential Duties and Responsibilities:**
+ Lead overall Pearl programs and projects by working directly with the client and Pearl team during all phases of implementation and monitoring thereafter.
+ Develop program and project plans, maintain the implementation schedule and budget, and ensure all program and project implementations are performing to established SLA's and KPI's.
+ Review and finalize the policies and procedures, as well as the training curriculum.
+ Approve all expenditures prior to procuring goods and/or services.
+ Maintain program implementation budget and financial position.
+ Accountable for post program/project performances including staffing levels, SOW compliance, SLA's, KPI's, and fiscal position (P&L).
+ Review monthly invoicing and metrics of all clients with operations managers.
+ Coordinate with Finance in the billing process per the implementation schedule and budget.
+ Review program contract and client contracts to ensure compliance with operations is established.
+ Develops and implements recovery plans for off-schedule and unanticipated eventualities.
+ Lead program teams and facilitate communication and interaction among the functional representatives.
+ Liaise with client per applicable SOW and on an as-needed basis.
+ Assess key demographic areas for our clients' businesses and determine their needs from both a practical and an emotional standpoint.
+ Explores opportunities to expand or provide additional services to clients.
+ Administers disciplinary action consistent with established policy, documents individual performance and maintains updated secured personnel files.
+ Able to handle hiring decisions for new managers and support positions.
+ Implements CRM protocols for each customer/client program.
+ Performs all other duties as assigned.
**Education and/or Work Experience Requirements:**
+ Bachelor's degree or equivalent in a business, healthcare or financial discipline.
+ Minimum 3 years of management experience.
+ Previous program management experience preferred in a call center environment.
+ 3 years' experience supervising or managing inbound/outbound/virtual call center.
+ Highly proficient utilizing Excel and other Microsoft products.
+ Working knowledge of CRM software.
+ PMP certification preferred.
+ Excellent interpersonal skills and self-sufficient.
+ Excellent verbal/written communication skills and excellent follow through.
+ Strong time management skills with the ability to quickly assess priorities and adjust as needed.
+ Analyze and explain data and execute strategies to improve performance.
+ Maintain positive relationships and manage both in-office and virtual teams.
+ Solve complex problems and issues.
+ Strong analytical skills to interpret and forecast financial budgets.
+ Ability to develop, recommend and implement plans for continuous process improvement.
+ Strong leadership experience and skills.
+ Great customer relations skills and experience.
+ Ability to travel to company headquarters for annual or semi-annual conferences, and ability to travel to any applicable on-site company business center.
**Physical Requirements:**
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.
_The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary._
**Background Investigation, Drug Screening, and Skills Assessment Required**
**_Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability._**