Program Lead

Job Description We’re looking for a Program Lead to oversee daily data collection operations, ensuring projects are delivered on time, meet quality standards, and achieve Service Level Agreements (SLAs). You’ll serve as the primary site contact, partnering with leadership and cross-functional teams to drive operational excellence, resolve issues, and improve performance. This is an excellent opportunity for a proactive leader who enjoys working in a fast-paced, metrics-driven environment. Key Responsibilities:  Lead daily operations to meet productivity, quality, and SLA targets.  Serve as the primary contact for site operations, communications, and escalations.  Monitor workflows, staffing, scheduling, and operational performance.  Track KPIs and identify opportunities for process improvement.  Partner with leadership to resolve operational issues and minimize business impact.  Ensure compliance with quality standards, SOPs, security requirements, and program expectations.  Lead, coach, and develop leads and associates.  Support onboarding, training, and performance management of team members.  Monitor throughput, data quality, attendance, and SOP adherence, implementing corrective actions when needed.  Own participant experience and ensure a professional customer-focused environment.  Provide hands-on support for basic technical troubleshooting in a macOS-based environment.  Maintain operational reports, documentation, and performance metrics.  Collaborate across teams to improve efficiency and program success.  Drive continuous improvement initiatives and operational excellence. Qualifications:  High school diploma or GED required.  2+ years of experience in operations, program coordination, project coordination, team leadership, business operations, or a related field.  Strong leadership skills with the ability to coach, mentor, and develop team members.  Strong communication, organization, and problem-solving skills.  Experience managing multiple priorities in a fast-paced environment.  Ability to analyze performance metrics and meet operational goals.  Proficient in Microsoft Office (Excel, Outlook, PowerPoint).  Working knowledge of macOS and Apple devices.  Ability to perform basic hardware, software, and connectivity troubleshooting.  Strong customer service and participant-facing communication skills. Preferred Qualifications:  Experience leading operational teams or programs.  Experience managing teams in a customer-facing environment.  Background in data collection, AI, data annotation, or digital operations.  Experience working with enterprise clients or customer-facing programs.  Familiarity with workforce management, ticketing, or project management systems.  Experience supporting macOS environments and Apple hardware.  Experience with process optimization and continuous improvement initiatives.  Experience managing attendance, staffing coverage, and workforce planning.  Experience in highly confidential or security-focused environments.