Lead a dedicated team of Program Managers at 360insights to enhance client experiences in Whitby, Canada. Drive operational excellence and foster a culture of accountability and collaboration.
As a hands-on leader, you will support the Program Management team in delivering exceptional service to clients. Your experience in customer success will be key in coaching your team and resolving complex client issues. Set clear goals and elevate service quality for client accounts while continuously improving processes.
Key Responsibilities:
• Lead and mentor Program Managers through regular 1:1s
• Oversee operational delivery to meet SLAs and commitments
• Act as escalation point for client issues
• Analyse performance data to drive improvement
• Partner with internal teams to ensure best practices
Requirements:
• Proven leadership in program or account management
• Strong customer experience understanding
• Excellent communication skills with stakeholders
•...