Program Manager

SHIFT - Communication Supply Chain Solutions; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Performance-based incentives

Job summary

SHIFT - Communication Supply Chain Solutions seeks a highly organized Program Manager to oversee daily operations of consumer rebate, loyalty and incentive programs. You will lead customer service teams, manage program workflows, handle escalations and ensure compliance with client guidelines.

As programs scale, you will help improve efficiency, participant experience and overall performance while coordinating with account, operations and technology teams.

Qualifications

• 3-5+ years experience in program management & operations, claims/rebate processing, incentive administration or a related field.
• Previous experience supervising or leading employees preferred.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee day-to-day operations of consumer rebate, customer loyalty and employee incentive programs.
• Lead weekly, monthly and ad hoc customer meetings.
• Supervise, train and support Customer Service Representatives assigned to the programs.
• Ensure submissions are reviewed accurately and program rules are applied consistently.
• Manage escalated participant issues, exceptions and complex eligibility questions.
• Monitor workloads, turnaround times, accuracy and overall service quality.
• Maintain and communicate program procedures, guidelines and documentation.
• Identify recurring issues, trends and opportunities for process improvement.
• Coordinate with SHIFT account, operations and technology teams to resolve program needs.
• Support client reporting, program updates and ongoing client communications.
• Provide hands-on program support during high-volume periods as needed.
• Cross-train and support other SHIFT client programs and initiatives as capacity allows.

Skills

Attention to detail

Communication

Problem solving

Organizational skills

Data & reporting

Job description

Reports To: Director of Account Management

About the Role

We’re seeking a highly organized, detail-oriented Program Manager to oversee the day-to-day operation of growing client programs, initially focused on consumer rebate, customer loyalty and employee incentive programs. This is a hands‑on role responsible for ensuring programs operate accurately, efficiently and according to established client guidelines. You’ll manage and support Customer Service Representatives, oversee program workflows, handle escalations, monitor quality and service levels, and work closely with SHIFT account, operations and technology teams. As programs grow, you’ll help develop processes and identify opportunities to improve efficiency, participant experience and overall program performance.

Key Responsibilities

• Manage day‑to‑day operations of consumer rebate, customer loyalty and employee incentive programs.
• Lead weekly, monthly and ad hoc customer meetings.
• Supervise, train and support Customer Service Representatives assigned to the programs.
• Ensure submissions are reviewed accurately and program rules are applied consistently.
• Manage escalated participant issues, exceptions and complex eligibility questions.
• Monitor workloads, turnaround times, accuracy and overall service quality.
• Maintain and communicate program procedures, guidelines and documentation.
• Identify recurring issues, trends and opportunities for process improvement.
• Coordinate with SHIFT account, operations and technology teams to resolve program needs.
• Support client reporting, program updates and ongoing client communications.
• Provide hands‑on program support during high-volume periods as needed.
• Cross‑train and support other SHIFT client programs and initiatives as capacity allows.

Qualifications

• 3-5+ years experience in program management & operations, claims/rebate processing, incentive administration or a related field
• Previous experience supervising or leading employees preferred
• Exceptional attention to detail, accuracy and follow-through
• Excellent written and verbal communication skills
• Strong problem‑solving skills and ability to make sound decisions within established program guidelines
• Highly organized with the ability to manage multiple priorities and deadlines
• Comfortable working with data, reports and multiple web‑based systems
• Ability to work collaboratively across client service, operations and technology teams

Why You’ll Love This Role

• Take ownership of growing, high‑profile client programs
• Lead a team while remaining directly involved in program operations
• Help build and improve processes as new areas of SHIFT’s business grow
• Gain exposure across multiple SHIFT clients and programs
• Competitive salary + performance‑based incentives
• Health, dental, and vision insurance (after 60 days)
• 401(k) with company match (after 1 year)