Program Manager Non Tech

To support operational efficiency, the full-time remote Program Manager Non Tech 3 will manage and route internal support escalations, triaging incoming cases and assigning tickets to appropriate teams to ensure timely resolution and adherence to service level agreements. Key responsibilities Coordinate and manage project activities to ensure timely delivery and quality standards are met Serve as a frontline resource to triage incoming cases and direct them to the appropriate teams or managers Monitor queues, analyze case data, and assign cases efficiently within established SLAs Required qualifications At least 2 years of experience in a customer-facing service role or project management Fluency in English; proficiency in additional languages such as Portuguese is a plus Ability to meet security screening requirements as needed Flexibility to work shifts, including weekends, and participate in on-call rotations Strong organizational skills with the ability to adapt to changing priorities and learn new technologies and policies