Program Manager

This is an existing vacancy.

What You Will Be Doing

The Program Manager is the primary day to day client-facing role dedicated to delivering the highest level of client satisfaction by focusing on smooth operational activities and overall program success. With a focus on proactive management of service level agreements (SLAs), relationship building and inspiring internal teams to deliver exceptional support. By upholding high operational standards and providing data and industry insights the Program Manager ensures that clients receive the highest performing programs. The ideal candidate will have previous experience in a client facing position such as Customer Success, Client Services or Program Management.

What you will be doing:

Operational Management

• Create and track operational client requests through to resolution (technology requests with technical services/application support teams, client support requests with VIP / client support teams, marketing requests, etc)
• Oversee program intake processes for new and existing clients.
• Deliver regular operational reporting (ad-hoc, automated, and dashboarding).
• Monitor program metrics and performance with analysis
• Ensure comprehensive customer care through training and operational reporting.
• Support implementations, including training and follow-up.
• Manage risk and compliance tasks, ensuring all processes are followed.

Collaboration

• Participate in discussions regarding client integrations, data feeds, APIs, and SFTP sites.
• Collaborate with internal teams to champion client programs and advocate for client enhancement requests.
• Maintain weekly or bi-weekly meetings with internal teams and monthly meetings with Account Managers on potential growth opportunities.

Client Engagement

• Develop and maintain regular operational touchpoints with clients to deliver key performance metrics.
• Schedule and conduct program performance reviews quarterly or semi-annually as per client requirements.
• Maintain knowledge of current industry trends by collaborating with other internal teams and provide clients with industry best practices.
• Advise clients on major process changes and the associated benefits and how to best leverage the 360 technology.

Training And Documentation

• Develop, implement, and maintain internal and external training materials and user guides.
• Manage handoff documentation and maintain business requirement documentation and SOWs.

Data Analysis And Reporting

• Track lessons learned throughout programs and provide relevant reporting to stakeholders, including providing supporting data analysis for Executive Business Reviews
• Analyze and recommend changes based on lessons learned for future programs.
• Maintain a weekly operational reporting dashboard focused on key health metrics.
• Monitor SLAs and review operational reports to proactively address client issues.
• Highlight program trends and areas for improvement, presenting findings to client stakeholders throughout the life of the program and at program conclusion.

Escalation Management

• Provide operational oversight for client escalations and necessary data.
• Collaborate with internal teams on operational data for escalations.
• Implement root cause analyses for major escalations, leading resolutions and communicating with stakeholders regularly.

What You’ll Bring to This Role

• 3-5 years of experience in program management, customer success and/or other client facing operational roles.
• Excellent client service skills and a professional demeanor.
• Excellent presentation skills, comfortable with data analysis and presentations to senior client and external stakeholders.
• Proven experience keeping actions and deliverables on track through clear coordination, risk management and issue resolution skills
• Strong skills in leading internal team members and stakeholders leadership skills with an ability to train and coach effectively.
• Proficient conflict management abilities.
• Strong written and verbal communication skills.
• Strong project leadership skills with an ability to train and coach effectively.
• Familiarity with ticket management systems.
• Ability to work independently and collaboratively in a fast-paced environment.

Why 360?

Join 360insights, a global leader in channel incentives and insights, recognized as a Great Place to Work® in Canada, the USA, and the UK. We put people first, fostering an inclusive, values-driven culture where both team members and clients thrive.

We welcome individuals from all backgrounds and are committed to equal opportunity for every race, religion, ethnicity, age, disability, sexual orientation, and gender identity. Accommodations are available upon request throughout the hiring process. Learn more about our DEIB Vision on our website.

At 360insights, we believe in “Experiences that create growth. Growth that creates experiences.” Our Learning & Development programs and mentorship initiatives provide the tools and support you need to succeed and advance as an Insighter.