Head of Programme Management

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Program Manager (PGM) – Overview

As the Program Manager, you will lead a high-performing team of Senior Leads and Instructional Designers responsible for developing world-class training content. You are the bridge between the client's complex technical requirements and the creative output of your team. You do not deliver the training; you ensure the content created is accurate, data-driven, scalable, and delivered on time. Your achievements are gauged not on hours worked, but on the success or failure of projects and launches. Your success is gauged by project success, client satisfaction, and the operational health of your program.

You love partnering with people to understand their needs and requirements and come up with creative approaches to make them successful. You are also able to balance the needs of your customers against operational targets while at the same time providing world-class service and satisfaction.

Manage the project intake pipeline by reviewing incoming requests, identifying gaps, and ensuring all activate projects are assigned to appropriate team members.

Oversee the end-to-end lifecycle of projects from initiation to completion, maintaining a high-level understanding of active work and resolving blockers or escalations.

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 (Target  85%) and idle time.

Conduct deep-dive reviews into Service Level Agreements (SLAs), over-effort hours, and L1/L2 KPI results to identify and address performance trends.

Execute Quality Assurance (QA/QC) oversight by spot-checking scorecards for Maintenance and New Builds to ensure quality standards are met prior to final delivery.

Compile and report team statistics and quality data for Quarterly Business Reviews (QBR) and complete Weekly Status (WTS) updates by end-of-week deadlines.

Serve as the primary point of contact for client communications, responding to inquiries and managing client-requested tasks.

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).

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 (Experience with SQL or robust Excel/Sheets data visualization is required).

Exceptional client‑facing presentation skills, conflict resolution, and the ability to manage ambiguity in a fast‑paced environment.

At least 2 years of experience reviewing the work of others for quality and consistency.

Experience working with fast‑paced cutting‑edge technologies.

Experience with documentation, technical writing, and narrative scripting.

Experience with e‑learning authoring software (e.g., Articulate Storyline, Evolve for course development).

Proven excellence in developing fully ADA‑compliant training deliverables.

Experience identifying training needs, defining, and building scalable training solutions to address the needs of a diverse international audience.

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 and coordinating cross‑functional stakeholders to deliver quality training materials within deadlines; excellent relationship‑building, collaboration, consultation, and influencing skills.

Video editing such as Premiere, Final Cut, Camtasia, etc.

Learning Management System – Cornerstone LMS.

SQL queries and visualization of key performance metrics.

Google Docs, Spreadsheets, Slides, Buganizer, Guts in assessments, support, and QA.

Legal Disclosure

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. In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We celebrate and support diversity; TaskUs people‑first culture thrives on it for the benefit of our employees, our clients, our services, and our community.

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