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Program Manager - Service Delivery / Operations

57 minutes ago
United States
Full-time
Junior
Operations Specialist
Project and Program Management
Apply Now
ONLY [オンリー]

ONLY [オンリー]

ONLY Corporation specializes in designing, manufacturing, and selling men's and women's clothing, focusing on suits, shirts, and ties. They offer both ready-made and custom suits and operate multiple stores catering to diverse suit preferences.

Textiles, Apparel & Luxury Goods
Founded 1996
View All Jobs 5

Description

  • Monitor incoming escalation queues in real time and triage cases promptly.
  • Assign cases to the appropriate internal resource within defined SLA targets, typically within 20 minutes or faster.
  • Analyze case details to determine priority, ownership, and the correct routing path.
  • Collaborate with internal teams and senior team members when 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 challenges that may affect case assignment, including volume spikes, resource gaps, and tool or system issues.
  • Support reporting, data tracking, and operational analysis activities.
  • Ensure adherence to operational processes, policies, and SLA commitments.
  • Participate in coverage rotations, including weekend or on-call support as needed.

Requirements

  • 2+ years of experience in a customer-facing or service-oriented role, 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 (preferred).
  • Familiarity with service desk, operations coordination, or dispatch environments (preferred).
  • Exposure to technical support processes or support management workflows (preferred).
  • Experience monitoring SLAs and ensuring compliance in high-volume environments (preferred).
  • Background in roles such as Service Desk Coordinator, Operations Coordinator, Dispatch or Workforce Coordinator, or Ticket/Case Management Specialist (preferred).
  • Basic to intermediate knowledge of an additional language, such as Portuguese (preferred).
  • Preference for candidates located in the PST time zone.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

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