Miratech

Program Manager

Miratech

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

PMP

About the role

  • Lead end-to-end delivery of contact center programs including digital transformation, workforce optimization, CRM/telephony upgrades, and process reengineering.
  • Develop and manage program roadmaps, project plans, timelines, budgets, and risk mitigation strategies.
  • Track milestones, dependencies, and deliverables to ensure on-time and within-scope execution.
  • Act as the primary point of contact for program stakeholders, including senior leadership.
  • Communicate program status, risks, and outcomes through regular reporting and executive updates.
  • Drive change management initiatives to ensure smooth adoption of new processes, tools, and systems.
  • Define KPIs and success metrics for programs and initiatives.
  • Analyze operational and program data to identify trends, risks, and improvement opportunities.
  • Champion continuous improvement using Lean, Six Sigma, Agile, or similar methodologies.

Requirements

  • Bachelor’s degree in Business, Operations, Project Management, or a related field (or equivalent experience).
  • 5+ years of experience in program or project management within a contact center or customer operations environment.
  • Strong understanding of contact center metrics, workflows, and technologies (ACD, IVR, CRM, WFM).
  • Proven experience managing cross-functional teams and complex, multi-stream programs.
  • Excellent communication, presentation, and stakeholder management skills.
  • Nice to Have PMP, PgMP, Agile, or Six Sigma certification.
  • Experience leading digital transformation or automation initiatives in contact centers.
  • Exposure to global or multi-site contact center operations.
  • Experience working with BPOs or third-party vendors.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
program managementproject managementdigital transformationworkforce optimizationprocess reengineeringrisk mitigationdata analysisKPI definitioncontinuous improvementchange management
Soft Skills
communicationpresentationstakeholder managementleadershiporganizational skillsproblem-solvingteam managementadaptabilitystrategic thinkingcollaboration
Certifications
PMPPgMPAgileSix Sigma