Position: Program Manager - PH Location: Metro Manila, Philippines Job Id: 1325 # of Openings: 1 Glow Touch, is growing and we are expanding in the Philippines! We are looking for an extraordinary Program Manager to join our motivated and ambitious team.

What Will You Do? As the Program Manager, you will be responsible for developing and managing key client relationships, with a focus on client satisfaction, retention, and growth.

The Program Manager has direct responsibility of the program success ensuring the team delivers effectively and efficiently on all services provided and meets or exceeds the client expectations.

The ideal candidate will have prior BPO/Sales experience as well as client management experience.

The position will be based in UP Techno Hub, Quezon City.

Primary liaison between the client and Glow Touch, building and maintaining relationships with key personnel Ensures that production goals are obtained respective to the assigned account, leading internal strategy resolution meetings, and providing recommendations as to what is best for the account and how Glow Touch can best help achieve the required goals Responsible for proactively providing performance updates to the client and Glow Touch management Ensures that the account goals, objectives, deadlines, and standards of the clients are met and communicated effectively within the company Daily interaction with the client to develop the long-term partnership, driving our mutual success Work with internal departments and partners to address and resolve client issues and initiatives Assist operations with real time metric management and overall quality of performance Assist by managing projects to coordinate implementation of new clients’ initiatives and or objectives Work with the Workforce Management team and Operations teams to drive service level commitments, schedule adherence, employee retention, and project performance Proactively identify new opportunities to meet and exceed client needs Act as a point of contact for client questions and concerns.

Collaborate with center managers and partners to address customers’ needs Work with Glow Touch management to establish client goals, then take ownership for achieving them Ensure client contracts are maintained and enforced Serve as client advocate, working closely with other departments to continually improve Glow Touch services and value proposition to grow account Lead logistics planning and participation with clients’ visits including quarterly meetings, business reviews and training/ management sessions with the client Other duties as necessary Who You Are: This is not an entry-level position.

To be considered, candidates are expected to have the following: 5 - 7 years of experience in the BPO or Call Center industry (or related field) and 3+ years in a leadership and client management role Excellent English communication skills- verbal and written 1 year of experience handling a technical program.

Familiarity with customer care leading technologies Can relate to people at all levels of an organization with empathy and excellent communication skills Proven ability to build strong, trusted client relationships, particularly with senior leaders Ability to work collaboratively with internal and external stakeholders to achieve a mutually beneficial result Absolute integrity and responsibility within a fast-paced entrepreneurial environment Proactive, open, and collaborative nature Strong organizational skills Friendly and optimistic mindset Highly transparent, ensuring information flows in all directions in a timely manner Strong accountability in oneself and others Ability to take initiative with a high sense of urgency Ability to manage multiple priorities and deadlines Ability to add value to an organization through creativity, initiative, and personal drive Who We Are: Glow Touch is a Louisville Kentucky, US-based company that provides personalized contact center, business processing, and technology outsourcing solutions.

In nearly two decades of operations, we have grown from a few employees in a single location to global company with thousands of staff members who support an international clientele.

“Putting People First” is not just a motto; it’s who we are and what we do.

We value our employees, customers, and communities.

We don’t hire for jobs; we help employees map out careers with us and have an enviable retention rate.

Many clients have been with us for decades because we go beyond doing what is expected. A lot of companies talk of having a family atmosphere; we put those words into action.

Location: This role will be located in UP Techno Hub, Quezon City Education: Bachelor’s degree or equivalent combination of education and experience.

Hours: Must be able to work flexible schedule if business requires – typical hours will be Mon-Fri regular US business hours.

Benefits: Glow Touch offers a comprehensive benefit package with HMO and life insurance on day 1.

Glow Touch is a certified woman-owned business and an EOE employer who welcomes diversity.

COVID-19 considerations: To keep our employees safe, masks are required, hand sanitizer and wipes are provided, and cubes are spaced to maintain a social distance of 6 feet