Program Manager

• Oversee the implementation, optimization, and ongoing management of Salesforce to support business needs and drive operational efficiency.
• Lead projects to enhance internal tools and systems, ensuring they align with business objectives and user requirements.
• Collaborate with Legal, Business Operations, Launch Readiness, and Technology teams to ensure all tooling and process changes meet legal and business requirements while optimizing the agent and stakeholder experience.
• Partner with product and engineering stakeholders to request and prioritize enhancements to Salesforce and other internal tools.
• Coordinate with Internal Communications, Knowledge Management, Training, and Quality teams to ensure timely and effective communication of tooling changes to Operations and frontline agents.
• Serve as a go-to expert for Salesforce and internal tooling, providing guidance and recommendations to internal stakeholders.
• Engage directly with Operations and agents to gather feedback, manage intake of requirements, and drive continuous improvement.
• Maintain a closed feedback loop to ensure visibility and accountability on product enhancements.

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