Program Manager About the Role: The Program Manager is a key member of our team, responsible for delivering exceptional client experiences and driving business growth. This role requires a strategic thinker with excellent communication skills, able to build strong relationships with clients and internal stakeholders. Key Responsibilities: - Act as primary liaison between client and UnifyCX, building and maintaining relationships with key personnel. - Ensure all production goals are obtained respective to assigned account, leading internal strategy resolution meetings, and providing recommendations as to what is best for the account and how UnifyCX can best help achieve the required goals. - Proactively provide performance updates to client and UnifyCX management. - Ensure account goals, objectives, deadlines, and standards of clients are met and communicated effectively within company. - Provide daily interaction with client to develop long-term partnership, driving mutual success. - Work with internal departments and partners to address and resolve client issues and initiatives. - Assist operations with real-time metric management and overall quality of performance. - Assist by managing projects to coordinate implementation of new clients' initiatives and or objectives. - Work with Workforce Management team and Operations teams to drive service level commitments, schedule adherence, employee retention, and project performance. - Proactively identify new opportunities to meet and exceed client needs. - Act as point of contact for client questions and concerns. Collaborate with center managers and partners to address customers' needs. - Work with UnifyCX management to establish client goals, then take ownership for achieving them. - Ensure client contracts are maintained and enforced. - Serve as client advocate, working closely with other departments to continually improve UnifyCX services and value proposition. - Lead logistics planning and participation with clients' visits including quarterly meetings, business reviews and training/management sessions with client. - Manage new client and new project implementations outside of the project assigned, as needed. About You: We are seeking an experienced professional with a proven track record in client management and leadership. The ideal candidate will have: - 5 - 7 years of experience in BPO or Call Center industry (or related field) and 3+ years in a leadership or client management role. - Familiarity with customer care leading technologies. - Ability to relate to people at all levels of an organization with empathy and excellent communication skills. - Proven ability to build strong, trusted client relationships, particularly with senior leaders. - Ability to work collaboratively with internal and external stakeholders to achieve a mutually beneficial result. - Absolute integrity and responsibility within a fast-paced entrepreneurial environment. - Proactive, open, and collaborative nature. - Strong organizational skills. - Friendly and optimistic mindset. - Highly transparent, ensuring information flows in all directions in a timely manner. - Strong accountability in oneself and others. - Ability to take initiative with a high sense of urgency. - Ability to manage multiple priorities and deadlines. - Ability to add value to an organization through creativity, initiative, and personal drive. About Us: UnifyCX is a global business process outsourcing company that provides personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. We leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. We are committed to innovation and strive to be a trusted partner for businesses across industries. Our benefits package includes education and career development opportunities.