Project Manager
BCforward
Job Title: Project/ Program Manager
Location: Vancouver, WA
Duration: Contract - 6 months
Pay Range: $50 to $50.95/hr on W2
Job Description
We are seeking a Support Readiness Project / Program Manager to join our dynamic team. The ideal candidate will have strong experience in customer support operations, large-scale program delivery, and cross-functional stakeholder management and a proven ability to design and operationalize support models, define KPIs, and drive end-to-end support readiness across regions .
Responsibilities:
- Lead and oversee delivery of large, complex customer-facing programs across single or multiple regions, including high-risk initiatives with legal, commercial, and operational considerations.
- Establish and operationalize new customer support channels, including onshore and offshore models.
- Design and continuously improve the end-to-end support experience for customers and L1/L2 agents.
- Define, implement, and monitor support KPIs across the presales and post-sales lifecycle.
- Drive alignment across cross-functional stakeholders to ensure consistent processes, ownership, and escalation paths.
- Partner with engineering, product, and operations to ensure support readiness and smooth handoffs.
- Evaluate and enable support tools and platforms to improve efficiency, visibility, and scalability.
- Apply program and project management best practices for planning, execution, risk management, and reporting.
- Leverage technical support experience in software, solutions, and services to inform strategy, troubleshooting frameworks, and resolution paths.
Required Skills & Qualifications:
- Bachelor’s or graduate degree in Computer Science, Information Systems, Engineering, or related field, or equivalent experience.
- 7-10 years of experience in program or project management within customer support or related domains.
- Proven ability to launch and scale support channels and define measurable KPIs.
- Strong stakeholder management, communication, and cross-functional leadership skills.
- Experience applying PM best practices for planning, execution, risk, and status reporting.
- Technical support background with software, solutions, and/or services environments.
Preferred Skills:
- PMP or equivalent project management certification.
- Experience with Customer Support frameworks, tools, processes, and regional engagements.
Vacancy posted 17 hours ago
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