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Program Manager

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MUST have third-party partner management experience!


Role requirements to manage Current Partners:
• Monitor Operational scorecard and facilitate flow of information between Ops team and Partner to ensure partner has required data to be successful

o Operational metrics include: FFR, Escalations, training etc.
• Monitor and track “Get to Green” plan against All-Up scorecard to remain in “Green” state, taking corrective action as needed. Reviewed throughout the month.

o Scorecard: Volume variance, NSAT, Culture, Quality and Alerts
• Own Weekly Meetings and Monthly Business Reviews – agenda and content to be worked out in conjunction with Partner Ops team and CXP Ops team
• Staying in touch with Partner operations and future plans e.g. being aware of new employee batches that may be joining to increase overall capacity, ambassador “happiness” index etc.
• Providing “unblocking” help with daily operations in instances where normal process is not working – e.g. adding new users to our tool stack, problems escalating tooling issues to the right people/channel
• Ensuring participation in community discussions and driving attendance to the right forums/meetings/ feedback sessions on various topics
• Encouraging Partner to showcase their achievements and come forward with examples that provide value to the overall program
• Contract renewal
• Data analysis and deep dive

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