Client Programs Lead — Service Delivery & Compliance

S27a; Northern (KY); Hybrid; USD 34,000 - 50,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Retirement plan options

Paid time off

Parental leave

Employee assistance programs

Performance bonuses

Job summary

S27a is seeking a Client Services Program Lead to manage a base of clients and serve as the primary contact for ongoing business. The role collaborates with the Account Manager on implementations and ensures PDMA compliance and adherence to internal SOPs.

The Program Lead oversees program execution, documentation, and timely escalations. Responsibilities include coordinating with multiple departments to complete programs, reviewing dashboards for trends, and supporting monthly invoicing in

Qualifications

• Associate’s or Bachelor’s degree preferred, however equivalent certificate training and/or experience may be considered.
• Approximately two to four years’ experience in customer service environment, with demonstrated ability to lead projects with minimal oversight while showing success in interacting and collaborating with internal and external stakeholders.
• Strong working knowledge of Microsoft Outlook, Microsoft Word and Power-Point, advanced knowledge of Microsoft Excel (Pivot Tables Charts, Graphs, etc.).
• Strong organization, analytical, both written and verbal communication and team building skills.

Responsibilities

• Serve as a liaison between the client and internal departments to transform the client’s business needs into functional and operational instructions.
• Work with Knipper functional departments to ensure client programs, documentation, and setups have been completed.
• Responsible for executing new and existing programs to completion and at expected level of quality.
• Ongoing review of business rules and trackers to identify and correct inaccuracies and close gaps in program(s).
• Review the daily dashboard, reports and file uploads for trends to ensure assigned programs are performing as expected.
• Support AM and/or Sr. Program Lead in the creation of client business review presentations.

Skills

Customer service

Project coordination

Stakeholder collaboration

Analytical skills

Communication

Time management

Team building

Education

Associate’s or Bachelor’s degree

Tools

Microsoft Outlook

Microsoft Word

PowerPoint

Microsoft Excel

Job description

S27a is seeking a Client Services Program Lead to manage a base of clients and serve as the primary contact for ongoing business. The role collaborates with the Account Manager on implementations and ensures PDMA compliance and adherence to internal SOPs.

The Program Lead oversees program execution, documentation, and timely escalations. Responsibilities include coordinating with multiple departments to complete programs, reviewing dashboards for trends, and supporting monthly invoicing in