Program Lead
Job Title: Program LeadLocation: Raleigh, NCEmployment Type: Full-Time, Direct HireSalary: $65,000 base annuallySchedule: Monday–Friday; shift times may vary between approximately 7:30 AM and 8:30 PM ESTPosition OverviewWe are seeking a Program Lead to oversee daily data collection operations and ensure programs consistently meet productivity, quality, and Service Level Agreement (SLA) requirements.The Program Lead will serve as the primary site contact, working closely with leadership and cross-functional teams to manage operations, resolve escalations, monitor performance, and drive continuous improvement.This is an excellent opportunity for a proactive and hands-on leader who enjoys working in a fast-paced, metrics-driven, customer-focused environment.Key ResponsibilitiesLead daily site operations to achieve productivity, quality, and SLA targets.Serve as the primary point of contact for site operations, communications, and escalations.Monitor workflows, staffing, scheduling, attendance, and overall operational performance.Track KPIs and operational metrics and identify opportunities for improvement.Partner with leadership and cross-functional teams to resolve operational issues and minimize business impact.Ensure compliance with SOPs, quality standards, security requirements, and program expectations.Lead, coach, mentor, and develop team leads and associates.Support employee onboarding, training, and performance management.Monitor throughput, data quality, attendance, and SOP adherence and implement corrective actions as needed.Maintain a professional, customer-focused participant experience.Provide basic technical troubleshooting support in a macOS/Apple-based environment.Maintain operational reports, documentation, and performance metrics.Collaborate across teams to improve operational efficiency and program performance.Drive continuous improvement and operational excellence initiatives.Required QualificationsHigh school diploma or GED.2+ years of experience in operations, program coordination, project coordination, business operations, team leadership, or a related field.Demonstrated leadership experience with the ability to coach, mentor, and develop team members.Strong communication, organizational, problem-solving, and decision-making skills.Ability to manage multiple priorities in a fast-paced operational environment.Experience analyzing performance metrics and working toward measurable operational goals.Proficiency with Microsoft Office, including Excel, Outlook, and PowerPoint.Working knowledge of macOS and Apple devices.Ability to perform basic hardware, software, and connectivity troubleshooting.Strong customer service and participant-facing communication skills.Must be authorized to work in the United States as a US Citizen or US Green Card holder.Preferred QualificationsExperience leading operational teams, programs, or customer-facing operations.Experience in data collection, AI/data annotation, digital operations, or technology-enabled services.Experience working with enterprise clients or customer-facing programs.Familiarity with workforce management, ticketing, or project management systems.Experience supporting macOS environments and Apple hardware.Experience with process optimization and continuous improvement.Experience managing attendance, staffing coverage, and workforce planning.Experience working in confidential, security-focused, or compliance-driven environments.Key SkillsProgram Management | Operations Management | Team Leadership | KPI Management | SLA Management | Workforce Planning | Customer Service | Participant Experience | macOS | Technical Troubleshooting | Quality Assurance | SOP Compliance | Process Improvement | Escalation Management | Conflict Resolution | Coaching & Performance Management | Cross-Functional Collaboration | Stakeholder Communication