Program Manager

Role Description

So, what does a TaskUs Program Manager (PGM) really do? Think of yourself as the Architect for this strategic account. You are not just building training; you are building the roadmap, the processes, and the team that supports one of the most disruptive technologies in the world.

As the Program Manager, you will:

• Lead a high-performing team of Sr. Leads and Instructional Designers responsible for developing world-class training content.
• Bridge the gap between the client’s complex technical requirements and the creative output of your team.
• Ensure the content created is accurate, data-driven, scalable, and delivered on time.
• Map requirements, plan solutions, and successfully execute strategies.
• Balance the needs of multiple client stakeholders against operational targets.
• Gauge success by project success, client satisfaction, and the operational health of your program.
• Partner with people to understand their needs and come up with creative approaches.
• Assist with onboarding and upskilling new hires.
• Manage the project intake pipeline by reviewing incoming requests, identifying gaps, and ensuring all active projects are assigned to appropriate team members.
• Oversee the end-to-end lifecycle of projects from initiation to completion.
• Assign and monitor the completion of RN and SN, ensuring all data entered into tracking tables is complete and accurate.
• Analyze team metrics regarding utilization, idle time, and non-project hours.
• Conduct deep-dive reviews into Service Level Agreements (SLAs) and KPI results.
• Lead daily standups, calibration sessions, and weekly leadership meetings.
• Execute Quality Assurance (QA/QC) oversight by spot-checking scorecards.
• Compile and report team statistics and quality data for Quarterly Business Reviews (QBR).
• Serve as the primary point of contact for client communications.
• Support the onboarding of new team members and conduct regular one-on-ones.

Qualifications

• 8+ years of large-scale project/program management experience.
• 5+ years of experience in Learning & Development (L&D), Instructional Design, or Content Strategy.
• 3+ years of people management experience (specifically managing other leads or creative teams).
• Proven experience in a highly regulated or technical industry (e.g., Aviation, Transportation, Energy, Automotive Manufacturing, AI/Tech, or Medical Services).
• Proficiency with Project Management software (e.g., Asana, Jira, Smartsheet) and familiarity with Design tools (Articulate, Rise/Storyline, Adobe Creative Cloud).
• Proven ability to interpret data/metrics to drive decision-making.
• Exceptional client-facing presentation skills and conflict resolution abilities.
• BA/BS degree in Learning Development, Instructional Design, Education, or equivalent practical experience.
• At least 5 years of Instructional Design/Curriculum development experience.
• At least 2 years of experience reviewing the work of others for quality and consistency.
• Experience working with fast-paced cutting-edge technologies.
• Strong organizational skills.
• Experience with documentation, technical writing, and narrative scripting.
• Tolerance and enthusiasm for working with ambiguity and change.
• Experience with e-learning authoring software; i.e. Articulate storyline, Evolve for course development.
• Proven excellence in developing fully ADA-compliant training deliverables.
• Experience in corporate education.
• Experience leading.

Preferred Qualifications

• Experience identifying training needs and building scalable training solutions for a diverse international audience.
• Experience using e-learning tools (i.e. Articulate, Captivate) to create training content.
• Experience migrating training courses into Cornerstone or other LMS.
• Solid experience planning for and managing several large-scale, complex training projects.
• A team player with a positive attitude; excellent written and oral business communication skills.
• Video editing skills such as Premier, Finalcut, Camtasia, etc.
• Experience with Learning Management System - Cornerstone LMS.
• SQL queries and visualization of key performance metrics.
• Proficiency in Google Docs, Spreadsheets, Slides, Buganizer, Guts in assessments, support, and QA.

How We Partner To Protect You

TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

EEO

TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.