Program Manager

Overview

As an Operations Manager at Evergreen, you will be a key player in our core delivery team, driving operational excellence and ensuring seamless service delivery across various functions, including service desks, contact centers, and IT operations. Rooted in our values, you will help build and manage diverse, specialized teams that tackle our customers' most challenging problems. Your role will be pivotal in fostering an inclusive and equitable work environment, promoting diversity, and ensuring that all team members feel valued and supported.

Responsibilities

• Team Leadership & Management: Lead, mentor, and coach a team of Service Desk Analysts and Contact Center Analysts, fostering a culture of collaboration, continuous learning, and high performance. Conduct regular performance reviews, provide constructive feedback, and identify training and development needs.

• Service Operations: Monitor service desk performance, track key metrics (e.g., first call resolution rate, average handle time, customer satisfaction), and identify areas for improvement. Ensure adherence to established service level agreements (SLAs) and operational procedures. Oversee incident management, problem management, and request fulfillment processes.

• Process Improvement & Optimization: Analyze service desk workflows and identify opportunities for process improvement and automation. Implement best practices and industry standards to enhance service desk efficiency and effectiveness. Develop and maintain comprehensive service desk documentation.

• Customer Service & Communication: Ensure excellent customer service experience and support to end-users. Foster a customer-centric culture that prioritizes user satisfaction and timely resolution of issues. Communicate effectively with stakeholders at all levels, providing regular updates on service desk performance and initiatives.

• Reporting & Analysis: Generate regular reports on service desk performance, including key metrics, trends, and areas for improvement. Analyze data to identify root causes of recurring issues and develop proactive solutions. Provide insights and recommendations to management on service desk optimization and strategic planning.

Qualifications

• Experience: Minimum of 5 years in operations management, preferably in a professional services environment.

• Education: Bachelor's degree in Business Administration, Operations Management, or a related field. MBA or relevant certifications (e.g., PMP, ITIL, Six Sigma) are a plus.

• Skills: Strong leadership, communication, and organizational skills. Proficiency in project management software (e.g., Asana, Trello) and ERP systems.

• DE&I Commitment: Demonstrated commitment to diversity, equity, and inclusion, with experience in creating and leading inclusive teams.

• Technologies: Familiarity with data analytics tools (e.g., Tableau, Power BI) and process automation technologies.

• Personal Attributes: Problem-solving mindset, adaptability, and a proactive approach to continuous improvement.

• Experience working with budgeting and financial plan development and management

• PMP/ITIL or related certification(s)

• ITSM/Five9 IVR reporting and administration