Program Manager – Service Delivery / Operations

Blueprint

Frontline operations resource managing escalation requests, ensuring assignment and resolution within SLAs. Collaborating with internal teams to optimize service delivery efficiency.

Posted 5/22/2026full-timeRemote • Washington • 🇺🇸 United StatesJuniorMid-Level💰 $25 - $27 per hourWebsite

About the role

Key responsibilities & impact

Monitor incoming escalation queues in real time and ensure timely triage and assignment of all cases
Assign 100% of cases to the appropriate internal resource within defined SLA targets (typically within 20 minutes or faster)
Analyze case details to determine priority, ownership, and appropriate routing path
Collaborate with internal teams and senior team members when case ownership or routing is unclear
Respond to internal chat and email requests promptly, maintaining high responsiveness standards
Prioritize high-visibility communications, including executive-level escalations
Maintain awareness of queue health, workload distribution, and team availability
Proactively escalate risks or challenges impacting case assignment
Support reporting, data tracking, and operational analysis activities
Ensure adherence to operational processes, policies, and SLA commitments
Participate in coverage rotations, including potential weekend or on-call support as needed

Requirements

What you’ll need

2+ years of experience in a customer-facing or service-oriented role (any industry)
Strong decision-making skills with the ability to assess priority, risk, and impact in real time
Excellent written and verbal communication skills in English
Ability to work effectively under pressure in a fast-paced, high-volume environment
Experience coordinating tasks, cases, or requests across multiple teams
Strong organizational skills and attention to detail
Ability to quickly learn processes, tools, and operational workflows
Flexibility to adapt to changing schedules and business needs
Ability to meet standard background/security screening requirements

Benefits

Comp & perks

Medical, dental, and vision coverage
Flexible Spending Account
401k program
Competitive PTO offerings
Parental Leave
Opportunities for professional growth and development

ATS Keywords

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Soft Skills

decision-makingcommunicationorganizational skillsattention to detailability to work under pressureflexibilityability to assess priorityability to adapt to changing schedulesresponsivenesscollaboration