About ThrivePass
We empower our clients, and their employees, to thrive through the personalization of employee benefits and data-driven insights. ThrivePass' purpose is to partner with organizations to create personalized and meaningful employee experiences.
We value our employees, their contributions and strongly believe in employee development. Everything we do is tied to our CARE values, being: Courageous, Authentic, Resourceful and Excellent. Performance at ThrivePass is measured by embodiment of our CARE values and the accomplishment of quarterly Big 3 goals.
We value our employees, their contributions and strongly believe in employee development. Everything we do is tied to our CARE values, being: Courageous, Authentic, Resourceful and Excellent. Performance at ThrivePass is measured by embodiment of our CARE values and the accomplishment of quarterly Big 3 goals.
About The Role
The Program Manager role is integral to our operations team and key liaison to our product team. The Program Manager role will assist with day-to-day client support, identify, document, and deploy program changes and operations changes to ensure high client retention, satisfaction, and operational efficiency.
Responsibilities
- Manage feedback loop and implementing process and product related changes into business operations to ensure a high level of client and customer satisfaction.
- Clearly articulate and communicate with internal and external stakeholders on changes needed.
- Manage and oversee deployment of system updates into business operations during implementation, termination, renewal, and mid-year changes.
- Review scoped tasks and perform thorough UAT of system changes prior to release.
- Lead team training on new platform releases, updated processes/documents, and new features for internal and external systems.
- Understand how data is consumed through API, EDI, or other means of data transmission for all Engage products and ensure timely and efficient resolution of data processing and error reporting.
- Be a subject matter expert on plan set-up to troubleshoot, audit, and correct related issues.
- Collaborate on client implementation and step in as client facing product SME as needed.
- Work with teams to train new hires on program designs.
- Leverage understanding of our proprietary member and administrator technology platform, team processes and operational systems to identify and deploy improvement to team processes, systems and business management routines.
- Advance KPI’s and operational metrics to improve insights to operational health. Leverage analytics to uncover and deploy program and operational level improvement opportunities.
- Lead and program manage complex cross functional special projects.
- Provide stellar customer service to internal staff, clients, and participants.
Requirements
- 3-5 years' experience in operations, product support or similar role
- Expertise in project management processes and best practices
- Experience and comfort with digital engagement technology solutions and platforms
- Ability to identify problems and provide outside the box solutions
- Experience optimizing operating models, developing operational best practices and productivity improvements. Quick learner and detailed oriented
- Effective communication skills, complemented by both excellent verbal and written communication customer-centric with a strong desire to help people; highly empathetic.
- Strong leadership skills
- Ability to take on new projects and easily transition between tasks.
- Positive attitude and team player who is receptive to coaching and adaptive to change
- Experience working in a remote environment and with cross cultural teams
Salary Offered
$65,000 - $75,000/annually
Benefits Offered
Portfolio Link
To be considered for the position, please include your portfolio link in the email when submitting your application.
Additional Information
ThrivePass is committed to providing an inclusive and welcoming environment for all team members. We do not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations.
