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Program Manager - Service Delivery / Operations

2 hours, 7 minutes ago
United States
Full-time
Junior
Program Manager
Project and Program Management
Apply Now
Blueprint Technologies

Blueprint Technologies

Blueprint Technologies specializes in delivering tailored business management and IT solutions that optimize cloud spending, enhance productivity, and drive innovation across various industries, including manufacturing, retail, finance, and healthcare.

Internet Software & Services
251-1K
Founded 2013
View All Jobs 19

Description

  • Monitor incoming escalation queues in real time and triage cases promptly.
  • Assign cases to the appropriate internal team within SLA targets, typically within 20 minutes or faster.
  • Analyze case details to determine priority, ownership, and routing path.
  • Collaborate with internal teams and senior stakeholders when case ownership or routing is unclear.
  • Respond promptly to internal chat and email requests while maintaining responsiveness standards.
  • Prioritize high-visibility communications, including executive-level escalations.
  • Track queue health, workload distribution, and team availability.
  • Escalate risks or blockers such as volume spikes, resource gaps, or tool issues.
  • Support reporting, data tracking, and operational analysis activities.
  • Follow operational processes, policies, and SLA commitments, including coverage rotations or on-call support as needed.

Requirements

  • 2+ years of experience in a customer-facing or service-oriented role in any industry.
  • Strong decision-making skills with the ability to assess priority, risk, and impact in real time.
  • Excellent written and verbal communication skills in English.
  • Ability to work effectively under pressure in a fast-paced, high-volume environment.
  • Experience coordinating tasks, cases, or requests across multiple teams.
  • Strong organizational skills and attention to detail.
  • Ability to quickly learn processes, tools, and operational workflows.
  • Flexibility to adapt to changing schedules and business needs.
  • Ability to meet standard background and security screening requirements.
  • Experience with case management, ticket triage, escalation handling, or queue management is preferred.
  • Familiarity with service desk, operations coordination, or dispatch environments is preferred.
  • Exposure to technical support processes or support management workflows is preferred.
  • Experience monitoring SLAs and ensuring compliance in high-volume environments is preferred.
  • Background in roles such as Service Desk Coordinator, Operations Coordinator, Dispatch or Workforce Coordinator, or Ticket/Case Management Specialist is preferred.
  • Basic to intermediate knowledge of an additional language, such as Portuguese, is preferred.

Benefits

  • Competitive pay with a Washington State salary range of $25.00 to $27.40 USD per hour.
  • Medical, dental, and vision coverage.
  • Flexible Spending Account.
  • 401(k) program.
  • Competitive PTO offerings.
  • Parental leave.
  • Opportunities for professional growth and development.
  • Remote work with preference for PST time zone.

Interested in this position?

Apply directly on the company website

Apply Now

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