Customer Care Operations Program Manager

Customer Care Operations Program Manager

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This role is the operational owner and liaison for offshore vendor management, ensuring smooth day‑to‑day performance across customer support channels while driving efficiency, financial accuracy, and continuous improvement. It combines vendor oversight, CRM administration, financial governance, and cross‑functional collaboration to maintain service quality and operational rigor.

This role is the central hub for vendor operations—balancing performance monitoring, CRM administration, financial governance, and cross‑functional alignment to ensure customer support runs efficiently and scales effectively.

• Vendor Performance Operational Management
• Serve as the primary day‑to‑day contact for offshore vendor leadership and supervisory teams.
• Monitor SLA, KPI, productivity, and quality performance across all channels (phone, chat, email, back office).
• Review daily/weekly reports and dashboards to identify trends, gaps, and opportunities for improvement.
• Oversee issue escalations and drive timely resolution of operational challenges.
• Microsoft Dynamics Administration Daily Operations – Manage day‑to‑day operational tasks within Microsoft Dynamics, including reviewing and approving cases, workflows, and escalations; monitoring queue performance and agent activity; maintaining delegation and approval permissions; ensuring timely case management and accurate documentation; coordinating with IT/Systems teams on enhancements and troubleshooting.
• Budget Oversight Financial Management – Manage the operational budget related to the vendor program, including monthly forecasting and variance analysis; monitor vendor utilization, productivity, and billing accuracy; reconcile discrepancies and resolve billing issues; maintain documentation for audits and compliance checks; track contract changes, rate adjustments, and additional Statements of Work (SOWs).
• Workforce Capacity Planning – Partner with Workforce Management to align vendor capacity, schedules, and staffing with forecasted demand; oversee hiring readiness, ramp timelines, attrition, and skill availability; validate BCP (Business Continuity Plans) for offshore operations.
• Training, Quality, Customer Experience Support – Collaborate with Training and QA teams on curriculum updates, calibrations, and quality review sessions; ensure knowledge bases, SOPs, and workflows are current; use customer insights and quality trends to identify and implement improvements.
• Process Improvement Optimization – Identify operational bottlenecks or inefficiencies across workflows and vendor processes; lead initiatives that improve service quality, reduce cost-to‑serve, and enhance customer experience; support automation, AI‑assisted tools, and workflow optimization in Microsoft Dynamics and across the vendor operation.
• Governance Communication – Participate in weekly business reviews, and monthly/quarterly vendor performance reviews; maintain documentation related to…