Program Manager

Role : Healthcare Program manager - Product & Portfolio Delivery Call Centre

Location: Long Island, NY (Onsite)

Duration: Long term

Experience: 15 years needed

Candidates must be from Healthcare Background

Mandatory Skills: Call Centre, SaaS Implementation, Vendor / Stakeholder Relation

The ideal candidate is an experienced program manager with experience implementing cloud based Call Center applications.

This program manager should have 4 years of working with 3rd party vendors and can effectively oversee strategic programs or projects that involve multiple workstreams/departments.

They are skilled in managing initiatives from start to finish, leading cross-functional teams and ensuring ongoing program success.

They are adept at guiding stakeholders through important decisions, coordinating activities, and driving process improvements.

Furthermore, they have a keen understanding of stakeholder needs and utilize this knowledge to develop strategies that optimize ROI, customer satisfaction, and overall organizational performance.

Responsibilities

Migrating from a legacy call center application to a SaaS/cloud solution

Responsible for planning, directing, and coordinating complex product/program implementation including Call Center Applications

Documents scope, objectives and ensures they align with expected business outcomes.

Develops and manages project plans, including scheduling and resource tracking

Defines and implements program/project management standards and processes.

Ensures timely production and approval of deliverables from business and technology partners.

Proactively identifies and manages project risks and dependencies.

Established program governance and provides clear communication to all program stakeholders, including senior management.

Serves as the primary point of contact for program management-related inquiries.

Works closely with vendors, cross-functional teams, and stakeholders to plan and develop project scope, resources, and timelines.

Manages project risks, issues, and decisions, prioritizing them effectively.

Develops and manages project budgets, delivering against business goals.

Builds and maintains strong vendor and business partner relationships.

Contributes to internal initiatives to drive efficiencies and best practices.

Skills and Qualifications

Bachelor s degree.

5 years of program/project management experience with a focus vendor integration and SaaS implementations.

2 years of experience with Call Centers and Call Center applications

Strong leadership, time management, facilitation, and organizational skills

Strong analytical, problem-solving, and conceptual skills

Strong working knowledge of change management principles.

Solid teamwork and interpersonal skills, with the ability to communicate and persuade stakeholders, vendors and management at all levels and thrive in a cross-functional environment.

Stakeholder management skills in large complex project/program with Internal and external teams preferred.

Genesys Cloud Call Center experience highly preferred

Located on Long Island/near Westbury NY a plus