UnifyCX is growing and we are expanding in Barranquilla We are looking for an extraordinary Program Manager to join our motivated and ambitious team What Will You Do? As a Program Manager, you will be responsible for developing and managing key client relationships, with a focus on client satisfaction, retention, and growth. The PM has direct responsibility for the program's success, ensuring the team delivers effectively and efficiently all services provided and meets or exceeds the client expectations. The ideal candidate will have prior BPO/Sales experience as well as Client management experience. - Act as the primary liaison between the client and UnifyCX, building and maintaining relationships with key personnel - Ensure all production goals are obtained respective to the 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 the client and UnifyCX management - Ensure the account goals, objectives, deadlines, and standards of the clients are met and communicated effectively within the company - Provide daily interaction with the client to develop the long-term partnership, driving our 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 the 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 a 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 the client - Manage new client and new project implementations outside of the project assigned, as needed Who You Are: This is not an entry-level position. To be considered, candidates are expected to have the following: - 5 - 7 years of experience in the BPO or Call Center industry (or related field) and 3+ years in a leadership or client management role - Familiarity with customer care leading technologies - Can 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 Who We Are: UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, UnifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. Education: Bachelor's Degree or equivalent business experience Benefits: UnifyCX offers a comprehensive benefits package. UnifyCX is a certified woman-owned business and an EOE employer who welcomes diversity. #J-18808-Ljbffr