PROGRAM MANAGER / OPERATIONS MANAGER

Overview

CARENET HEALTH IS HIRING A PROGRAM MANAGER (Contact Center Operations Setting). 

 

Location: San Salvador, El Salvador

Work Set Up: Onsite 

 

We are seeking a strategic and accomplished Program Manager to lead the operational success of high-impact contact center programs while serving as a trusted partner to clients and executive stakeholders.

 

The Program Manager is responsible for the overall leadership, performance, and stability of assigned call center programs, ensuring operational excellence, client satisfaction, and strong team outcomes. This role partners closely with internal stakeholders and client contacts to deliver results aligned with contractual obligations, service level agreements (SLAs), and company standards.

 

Responsibilities

 

The Program Manager provides strategic and people leadership to people managers, drives continuous improvement initiatives, and ensures compliance with company policies, regulatory requirements, and client expectations. This role requires sound operational judgment, data-driven decision-making, and the ability to effectively manage multiple priorities in a fast-paced, performance-driven environment

 

• Lead the day-to-day operations of assigned contact center programs, ensuring achievement of performance goals, SLAs, and client commitments.
• Analyze operational metrics to drive data-informed decisions, continuous improvement, and proactive risk management.
• Develop, coach, and mentor frontline leaders to build high-performing, engaged teams.
• Partner with cross-functional teams, including Recruitment, Training, Quality, Workforce Management, HR, and IT, to support operational success.
• Build and maintain strong client relationships by serving as the primary operational contact and leading business reviews and performance discussions.
• Manage operational risks, escalations, and business continuity while ensuring compliance with company policies, client requirements, and regulatory standards.
• Support workforce planning, employee relations, and performance management initiatives in collaboration with HR and operational leaders.
• Lead strategic projects and process improvement initiatives that enhance operational efficiency, scalability, and overall service excellence.

 

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field required; equivalent professional experience may be considered.
• Minimum of 3–5 years of leadership experience in call center operations, program management, or a similar leadership role.
• Proven experience leading leaders and overseeing complex, client-facing operations with accountability for performance, service delivery, and business outcomes.
• Strong operational acumen with expertise in contact center performance metrics, KPIs, SLAs, data-driven decision-making, and continuous performance optimization.
• Executive-level communication and influencing skills, with the ability to build stakeholder relationships, coach leaders, drive accountability, and lead organizational change.
• Proficient in leveraging Microsoft Office and reporting tools to analyze performance, develop executive insights, and support strategic decision-making.
• Demonstrates the highest level of professionalism, discretion, and integrity in handling confidential information while adapting effectively to dynamic, fast-paced business environments.