Overview

We are looking for a Program Manager to drive the scaling and adoption of our Team Leader enablement tools — Coaching Copilot, Coach Score, and Coach Trainer — while also supporting the Reporting Automation workstream across the organization. This role owns execution: coordinating pilots, driving rollout and adoption across regions, tracking impact through data and dashboards, and partnering closely with Coaching, Quality, and Analytics stakeholders to ensure new tools and reporting standards are embedded into day-to-day Team Leader practice. This is not a coordination-only role. You will be the primary operational owner of your workstreams — running pilots, troubleshooting adoption blockers, managing stakeholder relationships at the working level, and ensuring metrics are baselined and tracked correctly. You partner closely with Regional Adoption Leads, Data Analysts, and tool owners to move initiatives from pilot to scale.

What You Will Own

Coaching Tool Scaling (Coaching Copilot, Coach Score, Agent Trainer)

Pilot & Rollout Execution: Own end-to-end execution of pilots for Coaching Copilot, Coach Score, and Agent Trainer, and lead the transition from pilot to full-scale deployment across regions.
Adoption Management: Partner with Regional Adoption Leads and Team Leaders to drive tool adoption, address usage barriers, and gather feedback for iteration.
Cross-functional Coordination: Work with Coaching Design, Quality, and Engineering/Tool owners to align on scope, timelines, and readiness criteria for each rollout phase.
Enablement Materials: Coordinate development of training, job aids, and communication plans so Team Leaders can effectively use each tool.
Performance Tracking: Define and monitor adoption and impact metrics (usage rates, coaching quality, Team Leader proficiency) and report progress to stakeholders.

Reporting Automation Support

Automation Coordination: Support the Reporting Automation workstream by coordinating requirements gathering, testing, and rollout of automated dashboards and reports across workstreams.
Data Quality & Governance: Partner with Data Analysts to validate reporting accuracy, standardize definitions, and maintain a single source of truth for key metrics.
Stakeholder Enablement: Ensure new automated reports and dashboards are adopted by stakeholders and replace manual reporting processes where possible.

Program Management & Governance

Project Planning: Build and maintain project plans, timelines, and monday.com logs for each initiative in scope; proactively flag risks and dependencies.
Stakeholder Communication: Prepare and deliver regular status updates to leadership, including progress against milestones, KPIs, and escalations.
Governance Support: Support governance forums for prioritization of coaching and reporting initiatives, and help maintain alignment between regional and central priorities.
Budget & Resource Tracking: Track resourcing and costs associated with owned workstreams and support business case updates as programs scale.

Experience & Skills

Required

3–5 years of experience in program/project management, operations, or business analysis, ideally within a customer experience, coaching, or learning environment.
Demonstrated experience running pilots or rollouts end to end — from kickoff and stakeholder alignment through measurement and scale decisions.
Working knowledge of contact center or customer experience operations — how Team Leaders coach, and what quality and performance metrics mean in practice.
Strong organizational discipline: you maintain trackers, action logs, and status reporting without being told to, and you follow up on open items proactively.
Comfort working with data and dashboards; ability to partner with analysts to interpret results and flag anomalies before they become problems.
Clear written and verbal communication — concise status updates, escalation flags, and readouts that get to the point.
Comfortable operating across regions and with distributed stakeholders, including Regional Adoption Leads and frontline Team Leaders.
Bachelor's degree in Business Administration, Operations, Education, or a related field, or equivalent practical experience.

Strong Assets

Prior experience in a coaching, quality, or learning & development function.
Experience supporting or driving reporting automation, dashboard migration, or replacement of manual reporting processes.
Familiarity with governance forums and prioritization processes across regional and central stakeholders.
Experience structuring and running pilots/POCs with defined phases, exit criteria, and go/no-go decision points.

Global Program Manager