Program Management Specialist [L4] (TW CS Program Management)

Design and optimize operational workflows to enhance efficiency and customer experience by analyzing data bottlenecks and implementing impactful solutions. Lead cross-departmental projects to ensure on-time delivery while managing resources and task prioritization. Facilitate clear communication between customer service and other teams to align initiatives with organizational goals. Establish and monitor key metrics such as contact rates, escalation rates, and customer satisfaction to drive data-informed decisions. Drive systemization and automation initiatives with technical teams to reduce manual operations and improve scalability.