Responsibilities

As a Program Manager (Quality), you will:

• Manage oversight programs, develops and leads projects, and carries out performance measurement, monitoring, and evaluation of program activities, including related contractor activities, to test, improve, or identify efficiencies, improve outcomes, manage risk, and ensure compliance and consistency of directives, procedures, program execution, quality assurance evaluations and to support strategies, concepts and plans of Consumer Response.
• Provide strategic advisory support by developing, maintaining, and enhancing management dashboards and reporting, including key performance indicators to monitor key measures related to the execution of the Consumer Response mission in order to improve Section and Office performance and effectiveness, and providing leadership and guidance to the identification and mitigation of risks in accordance with the risk tolerances of stakeholders to determine overall acceptable levels of risk, conduct risk analysis to identify and prioritize risks, and characterize threats/opportunities to determine mitigation strategies.
• Serve as a subject matter expert, including: exercising technical and programmatic responsibility for project oversight, strategic direction planning, risk management, quality control and assurance, and contract/budget management, for one or both of the following areas: the Salesforce AppExchange app "Leaptree Optimize: CX Quality Assurance Scorecard for Customer Service" by Leaptree Limited and/or oversight related programs and projects that identify and mitigate risks related to the handling of consumer complaints.

Travel Required

• Not required

Promotion Potential

• 60

Supervisory Status

• No