Our client, a leading organization in the technology support industry, is seeking a Program Manager Non Tech 3 to join their team. This is a back-office operations role where you act as a traffic controller for support cases. You’re not solving technical issues—instead, you triage incoming support tickets and assign them to the right engineers or teams as quickly as possible to prevent delays.
You’ll be working internally (no external customers), constantly monitoring queues, making quick decisions, and ensuring everything gets routed within tight SLAs.
Job Title: Program Manager Non Tech 3
Location: Remote - PST hours
Pay Range: $28/hr - $31/hr
What's the Job?
- Coordinate and monitor internal support case queues to ensure timely and accurate case assignment.
- Analyze queue data to optimize support coverage and capacity management across regions and time zones.
- Support escalation processes by identifying appropriate escalation paths and facilitating smooth handovers.
- Communicate effectively with support engineers, leadership, and other stakeholders regarding case status, risks, and urgent actions.
- Ensure adherence to established processes, tools, and standards to maintain operational stability and support team performance.
What's Needed?
- At least 2+ years of experience in a customer-facing service role or support operations.
- Fluent in reading, writing, and speaking English; proficiency test results are a plus if English is not native.
- Ability to meet security screening requirements as needed.
- Flexibility to adapt working hours, including weekends and on-call rotations, based on business needs.
- Strong operational awareness, decision-making skills, and confident communication abilities.
What's in it for me?
- Opportunity to work in a dynamic, supportive environment with a focus on operational excellence.
- Engagement in meaningful work that directly impacts internal support teams and organizational success.
- Development of skills in support management, process adherence, and cross-team collaboration.
- Participation in a global organization committed to diversity and inclusion.
- Potential for career growth within a reputable industry leader.
Upon completion of waiting period, consultants are eligible for:
- Medical and Prescription Drug Plans
- Dental Plan
- Vision Plan
- Health Savings Account
- Health Flexible Spending Account
- Dependent Care Flexible Spending Account
- Supplemental Life Insurance
- Short Term and Long Term Disability Insurance
- Business Travel Insurance
- 401(k), Plus Match
- Weekly Pay
If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!
About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells.
ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2023 ManpowerGroup was named one of the World's Most Ethical Companies for the 14th year - all confirming our position as the brand of choice for in-demand talent.
