Contact Center Strategic Development Program Manager
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Skills
About the role
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Contact Center Strategic Development Program Manager based in the United States.
This role offers an exciting opportunity to shape employee development, career mobility, and workforce performance within a dynamic, service-oriented organization. You will lead strategic talent initiatives, including career development pathways, mentoring programs, and professional growth campaigns. Working closely with operational leaders and cross-functional teams, you will design scalable learning experiences that strengthen employee engagement, leadership readiness, and business outcomes. You will use data, analytics, and continuous improvement methodologies to measure impact and optimize program effectiveness. This position combines strategic planning with hands-on execution in a collaborative, remote-first environment. It is ideal for a proactive program management professional who enjoys influencing stakeholders, solving complex challenges, and helping employees reach their full potential.
Accountabilities
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Strategic Program Development: Design and implement innovative workforce development programs that address skill gaps, support organizational culture priorities, and strengthen leadership readiness. Create structured career pathways aligned with operational objectives and employee progression.
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Program Management and Execution: Oversee the full lifecycle of strategic initiatives, including planning, resource allocation, stakeholder coordination, implementation, and evaluation. Ensure programs are delivered consistently, efficiently, and within established timelines and scope.
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Career Development and Mentoring: Lead initiatives focused on career exploration, mentoring, coaching, professional development, and succession planning to encourage internal mobility and long-term employee growth.
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Performance Measurement and Reporting: Analyze program data, evaluate outcomes, identify performance gaps, and develop targeted interventions. Use measurable insights to demonstrate business impact and guide future program improvements.
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Organizational Culture and Engagement: Integrate organizational values, behavioral change strategies, and communication standards into development initiatives. Help foster an inclusive workplace where employees feel valued, respected, supported, and connected.
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Cross-Functional Collaboration: Partner with contact center leaders, operations teams, and other stakeholders to integrate development opportunities into daily workflows. Build credibility, influence decisions without direct authority, and align initiatives with broader business priorities.
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Continuous Improvement and Innovation: Apply Lean, Six Sigma, and other process improvement methodologies to enhance program effectiveness, scalability, and operational efficiency. Leverage technology, analytics, and creative program design to increase engagement and impact.
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Risk Management and Compliance: Identify, monitor, and report relevant operational and information security risks within the scope of responsibilities. Follow organizational policies, service standards, and applicable legal requirements while supporting exceptional internal and external service.
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Education: A high school diploma is required; a bachelor's degree is preferred.
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Relevant Experience: At least 2 years of experience in program management, performance development, or a related operational function. Experience in contact center or customer service environments is preferred.
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Program Management Expertise: Demonstrated success in designing, implementing, and managing initiatives that deliver measurable business results, with the ability to manage multiple priorities in a fast-paced environment.
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Organizational Development: Knowledge of organizational development principles, adult learning methodologies, career development strategies, and cultural or behavioral change initiatives.
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