AVAILABLE OPPORTUNITY
Program
manager
Program Manager - Customer Service Team
Primary Purpose of Position
Remedy Group is seeking an experienced Program Manager to manage a team of Customer Service Representatives. This role will be very involved with our Client on all aspects of the account while focusing on all operational efforts and coordination of the team and their daily support of all email inquiries for Client's product lines. This will entail all facets around the scheduling, training, and day to day support of that team and their SLA’s and KPI’s. Position will be supported by the Dir. of Operations and will entail 4 weeks of initial internal and Client onboarding training.
Responsibilities
• Lead, supervise, and inspire a team of contract customer service representatives.
• Develop and implement efficient processes for handling inbound email requests and ensure professional service delivery.
• Design shift schedules to maintain continuous coverage with 6-hour shifts for each team member.
• Monitor team performance, provide coaching, and facilitate ongoing training to elevate service quality.
• Ensure that response times for all email inquiries consistently meet the service level agreements and timeframes established with Client.
• Act as the primary liaison between our organization and Client for all customer service initiatives.
• Track and report key performance indicators, including response and resolution times, as well as customer satisfaction metrics.
• Maintain full compliance with Client's standards, policies, and contractual obligations.
• Identify opportunities to enhance processes and implement industry best practices in customer service operations.
Qualifications & Requirements
• Full-time 40 hours
• Bachelor’s degree in Business, Communications, or a related field (preferred).
• Minimum of 3 years’ experience managing customer service teams, preferably within the pharmaceutical industry or in a contract/outsourced setting.
• Demonstrated high proficiency in Microsoft Excel, including advanced functions for data analysis and reporting.
• Prior experience in pharma customer service is required.
• Strong organizational and leadership skills, with a proven track record of managing shift-based teams.
• Excellent written and verbal communication abilities.
• Experience with email management platforms and customer service ticketing systems.
• Ability to work effectively with internal stakeholders and external partners.
• Skilled in analyzing metrics, generating actionable reports, and driving improvements.
• Adaptable, solution-oriented, and comfortable operating in a dynamic, fast-paced environment.
• Knowledgeable in CRM’s and reporting applications
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.