{"schemaVersion":"jobsearcher.job.v1","id":"10ce9796df852b0378914106","url":"https://jobsearcher.com/jobs/10ce9796df852b0378914106","canonicalUrl":"https://jobsearcher.com/jobs/10ce9796df852b0378914106","title":"Program Operations Specialist","description":"Job Description Program Specialist\r\nLocation: U.S. Based (Remote)\r\nPosition Type: Full-Time, Hourly\r\nDirect Reports: Team Leads (Enrollment & Customer Care & Technical Support)\r\nPosition Summary\r\nThe Program Specialist serves as the operational lead overseeing the performance, delivery, and quality of all programs and projects supporting Upwork/Lifted's Enterprise EdTech Client. This role ensures consistent achievement of service level objectives, alignment with client expectations, and adherence to operational and quality standards defined within the managed services framework.\r\nThe Program Specialist acts as the first point of escalation for client inquiries related to program performance, product quality, and delivery, while partnering closely with the Delivery Manager to drive results and operational excellence across teams.\r\nKey Responsibilities\r\nOperational Leadership\r\nOversee daily operations of Program Teams, ensuring SLA, QA, and performance targets are met.\r\nManage and develop Team Leads to drive execution, accountability, and team engagement.\r\nMonitor workforce coverage and volume across channels (phone, chat, email, SMS).\r\nPartner with Workforce, QA, and Training functions to align delivery strategies and maintain consistency.\r\nParticipate in and support BOD (Start-of-Day) and EOD (End-of-Day) huddles to review metrics, identify trends, and drive continuous improvement.\r\nClient Partnership & Communication\r\nServe as the primary operational liaison for client stakeholders on all program performance and product-related matters.\r\nProvide timely, professional responses to client questions, performance updates, and deliverable status inquiries.\r\nEscalate account-related or contractual concerns to the Delivery Manager.\r\nMaintain open communication and alignment with the Lifted program management team to ensure transparency, coordinated support, and shared visibility on performance outcomes.\r\nPartner with Lifted's internal support functions as needed for insights, data, and resources to drive operational consistency and quality.\r\nPerformance & Quality Management\r\nReview and consolidate daily/weekly performance data from Team Leads for reporting to leadership.\r\nIdentify trends, analyze root causes, and develop action plans to address performance gaps.\r\nEnsure alignment with established QA rubrics, compliance requirements, and service standards.\r\nPartner with QA and Training to drive corrective actions and reinforce coaching and development plans.\r\nMaintain consistent documentation of coaching, escalations, and communications.\r\nLeadership & Development\r\nPromote a culture of professionalism, empathy, and operational excellence.\r\nEnsure effective performance management and engagement of Team Leads and agents.\r\nSupport onboarding, ramp-up, and transition activities during staffing cycles.\r\nFoster collaboration between Enrollment and CCTS lines of business to maintain unified service delivery.\r\nQualifications\r\nEducation: Bachelor's degree preferred; equivalent experience considered.\r\nExperience\r\n3–5 years in contact center operations, service delivery, or program management.\r\nDemonstrated success leading multiple teams or workstreams in a performance-driven environment.\r\nStrong background in QA, client communications, and KPI management.\r\nExperience in Managed Services (BPO) or EdTech/Customer Support operations preferred.\r\nTechnical Skills\r\nProficiency with Salesforce, Five9, and related CRM/call center tools.\r\nSkilled in data interpretation, performance tracking, and reporting.\r\nAdditional Information\r\nSoft Skills\r\nStrong communicator with exceptional problem-solving and organizational abilities.\r\nAbility to lead through influence, foster collaboration, and manage competing priorities.\r\nComfortable working in a fast-paced, metrics-driven environment.\r\nPerformance Metrics\r\nAchievement of SLA, QA, and productivity targets across both lines of business.\r\nTimely completion and accuracy of performance and client reports.\r\nConsistent positive feedback from client stakeholders.\r\nCompliance with all operational and data security standards.\r\nHigh engagement and retention among Team Leads and support staff.\r\nJ-18808-Ljbffr","company":"Upwork","rawCompany":"upwork","city":"Millbrae","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-04-09T08:00:06.445Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"13-1199.00","title":"Business Operations Specialists, All Other","slug":"business-operations-specialists-all-other"},{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"611710","title":"Educational Support Services","slug":"educational-support-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Program Operations Specialist","description":"Job Description Program Specialist\r\nLocation: U.S. Based (Remote)\r\nPosition Type: Full-Time, Hourly\r\nDirect Reports: Team Leads (Enrollment & Customer Care & Technical Support)\r\nPosition Summary\r\nThe Program Specialist serves as the operational lead overseeing the performance, delivery, and quality of all programs and projects supporting Upwork/Lifted's Enterprise EdTech Client. This role ensures consistent achievement of service level objectives, alignment with client expectations, and adherence to operational and quality standards defined within the managed services framework.\r\nThe Program Specialist acts as the first point of escalation for client inquiries related to program performance, product quality, and delivery, while partnering closely with the Delivery Manager to drive results and operational excellence across teams.\r\nKey Responsibilities\r\nOperational Leadership\r\nOversee daily operations of Program Teams, ensuring SLA, QA, and performance targets are met.\r\nManage and develop Team Leads to drive execution, accountability, and team engagement.\r\nMonitor workforce coverage and volume across channels (phone, chat, email, SMS).\r\nPartner with Workforce, QA, and Training functions to align delivery strategies and maintain consistency.\r\nParticipate in and support BOD (Start-of-Day) and EOD (End-of-Day) huddles to review metrics, identify trends, and drive continuous improvement.\r\nClient Partnership & Communication\r\nServe as the primary operational liaison for client stakeholders on all program performance and product-related matters.\r\nProvide timely, professional responses to client questions, performance updates, and deliverable status inquiries.\r\nEscalate account-related or contractual concerns to the Delivery Manager.\r\nMaintain open communication and alignment with the Lifted program management team to ensure transparency, coordinated support, and shared visibility on performance outcomes.\r\nPartner with Lifted's internal support functions as needed for insights, data, and resources to drive operational consistency and quality.\r\nPerformance & Quality Management\r\nReview and consolidate daily/weekly performance data from Team Leads for reporting to leadership.\r\nIdentify trends, analyze root causes, and develop action plans to address performance gaps.\r\nEnsure alignment with established QA rubrics, compliance requirements, and service standards.\r\nPartner with QA and Training to drive corrective actions and reinforce coaching and development plans.\r\nMaintain consistent documentation of coaching, escalations, and communications.\r\nLeadership & Development\r\nPromote a culture of professionalism, empathy, and operational excellence.\r\nEnsure effective performance management and engagement of Team Leads and agents.\r\nSupport onboarding, ramp-up, and transition activities during staffing cycles.\r\nFoster collaboration between Enrollment and CCTS lines of business to maintain unified service delivery.\r\nQualifications\r\nEducation: Bachelor's degree preferred; equivalent experience considered.\r\nExperience\r\n3–5 years in contact center operations, service delivery, or program management.\r\nDemonstrated success leading multiple teams or workstreams in a performance-driven environment.\r\nStrong background in QA, client communications, and KPI management.\r\nExperience in Managed Services (BPO) or EdTech/Customer Support operations preferred.\r\nTechnical Skills\r\nProficiency with Salesforce, Five9, and related CRM/call center tools.\r\nSkilled in data interpretation, performance tracking, and reporting.\r\nAdditional Information\r\nSoft Skills\r\nStrong communicator with exceptional problem-solving and organizational abilities.\r\nAbility to lead through influence, foster collaboration, and manage competing priorities.\r\nComfortable working in a fast-paced, metrics-driven environment.\r\nPerformance Metrics\r\nAchievement of SLA, QA, and productivity targets across both lines of business.\r\nTimely completion and accuracy of performance and client reports.\r\nConsistent positive feedback from client stakeholders.\r\nCompliance with all operational and data security standards.\r\nHigh engagement and retention among Team Leads and support staff.\r\nJ-18808-Ljbffr","datePosted":"2026-04-09T08:00:06.445Z","dateModified":"2026-04-09T08:00:06.445Z","hiringOrganization":{"@type":"Organization","name":"Upwork","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"10ce9796df852b0378914106"},"url":"https://jobsearcher.com/jobs/10ce9796df852b0378914106"}}