Program Manager - Customer Experience

The Program Manager is instrumental in driving the successful execution of client programs and projects within the MSP. This role focuses on achieving client sentiment and satisfaction, driving improvement projects, ensuring project delivery, and promoting efficient program management practices. The Program Manager reports to the Senior Director, Business Operations and plays a key role in overseeing and coordinating client programs and projects. This position is essential for managing program timelines, resources, and client relationships.Key Responsibilities/ Duties:Oversee multiple client programs and projects, ensuring alignment with client objectives and MSP standards.Develop and maintain program management plans, timelines, and budgets.Monitor program progress and manage risks and issues.Serve as the primary point of contact for sales, operations, finance, and customer experience for client sentiment.Understand client needs, expectations, and objectives to ensure program success.Coordinate with technical teams and resources to allocate the right talent for program execution.Manage resource schedules and workload distribution.Establish effective communication channels with clients and internal teams.Provide regular status updates, reports, and dashboards to MSP leadership.Ensure the quality of program deliverables and adherence to service level agreements (SLAs).Implement best practices and continuous improvement initiatives.Identify program risks and develop mitigation plans.Address issues promptly to prevent project delays or client dissatisfaction.Monitor program budgets and expenses, ensuring projects remain within scope and budget.Provide financial forecasts and reporting.Manage changes in program scope, schedule, and objectives while maintaining client satisfaction.Facilitate change requests and approvals.Knowledge, Skills, Abilities, and Behaviors:Strong project and program management skills, including experience with project management methodologies (e.g., PMP, Agile).Excellent communication and interpersonal skills to effectively work with clients and cross-functional teams.Leadership qualities with the ability to lead and motivate project teams.Problem-solving skills and the ability to make informed decisions under pressure.Strong analytical and organizational skills.Technical aptitude and understanding of IT services.Proactive and results-oriented approach.Adaptability and flexibility to navigate changing project requirements.Experience with managing customer portfolios and customer satisfaction or sentiment.Education/ Experience:Bachelor's degree from an accredited university/college preferred.Project management certification (e.g., PMP) is a plus.Proven experience in program management and client relationship management within the IT services industry.Certifications:PMP is preferred.Physical Demands:Sedentary Work – Exerts up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.Disclaimer:The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

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