Full-Time Senior Program Manager
Caribou is hiring a remote Full-Time Senior Program Manager. The career level for this job opening is Senior Manager and is accepting USA based applicants remotely. Read complete job description before applying.
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About Caribou: We aim to help people achieve financial freedom. We build technology to connect customers with community banks/credit unions for faster auto refinancing, enabling them to save money.
About the Role: Caribou seeks a Senior Program Manager to enhance the auto refinance contact center's efficiency and effectiveness. This role bridges strategy and execution, working directly with users, business leaders, and technology experts to optimize tools and workflows.
Program Management: Drive strategic initiatives, own program charters, project plans, schedules, and budgets. Ensure project alignment with business goals and proactively manage risks, dependencies, and stakeholder communications.
Operational Optimization: Identify and implement efficiency improvements, optimize workforce management, call routing, and quality assurance, streamlining workflows.
Data-Driven Insights: Partner with analytics to track KPIs (conversion, margin, labor costs, CSAT) for all projects. Leverage data to optimize operations and enhance agent/customer experience. Transform complex processes into actionable insights for training, issue resolution, and empowered teams.
Customer Experience Focus: Improve service delivery with innovative initiatives, using customer feedback to refine strategy and operations.
About You: A meticulous project manager with a strategic mindset, passion for efficiency, and data-driven decisions. Thrive in a fast-paced, high-growth environment. Must have strong problem-solving, analytical, and critical thinking skills.
Essential Skills: Proven ability to lead cross-functional initiatives, collaborate across teams, and align technology with business objectives. Strong background in contact center technologies. Experience managing vendor relationships and experience with BPO is a plus.
Experience: 5+ years of project management experience, focused on contact center operations. PMP certification is a plus.