Senior Customer Support Service Delivery Program Manager

Ladders; United States; Remote; USD 139,000 - 174,000; Full time

Benefits offered by this job

Equity options

Stock options

Comprehensive benefits package

Competitive salary reviews

Pay equity focus

Job summary

Ladders is seeking a Senior Customer Support Service Delivery Program Manager to lead strategic programs shaping customer support operations with an emphasis on outsourced delivery and service-model transitions.

This remote US-based position partners with operations, workforce planning, quality, and cross-functional teams to improve readiness, scalability, and performance while evaluating automation opportunities that can reshape support work.

Qualifications

• 6+ years in strategic program management or customer experience operations.
• Deep experience with outsourced service delivery and BPO transitions.
• Strong understanding of workforce planning and quality management.
• Ability to build recommendations and align stakeholders without formal authority.
• Analytical mindset with comfort in operational and financial data.

Responsibilities

• Lead programs to evolve customer support operations, with a focus on BPO partnership.
• Identify and build business cases for transitioning work to different service delivery models.
• Define criteria for workflow readiness and transition.
• Evaluate AI's role in reshaping support work and build cases for automation.
• Manage end-to-end transitions from scoping to stabilization.
• Collaborate with cross-functional teams to ensure operational readiness for transitions.
• Measure transition success against defined outcomes.

Skills

Strategic program management

Customer experience operations

Outsourced service delivery

BPO transitions

Workforce planning

Quality management

Stakeholder management without formal"

Analytical mindset

Job description

For our client, we are seeking a Senior Customer Support Service Delivery Program Manager to join the team of a leader in the Finance & Insurance space.

This role will lead strategic programs that evolve customer support operations, with a strong focus on outsourced service delivery and service model transitions. You will partner closely with operations, workforce planning, quality, and cross-functional stakeholders to improve readiness, scalability, and performance across the support organization. The position also plays a key role in evaluating automation and AI opportunities that can reshape support work and strengthen operational outcomes.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $138,800 – $173,500 annually

Responsibilities

• Lead programs to evolve customer support operations, with a focus on BPO partnership
• Identify and build business cases for transitioning work to different service delivery models
• Define criteria for workflow readiness and transition
• Evaluate AI's role in reshaping support work and build cases for automation
• Manage end-to-end transitions from scoping to stabilization
• Collaborate with cross-functional teams to ensure operational readiness for transitions
• Measure transition success against defined outcomes

Qualifications

• 6+ years in strategic program management or customer experience operations
• Deep experience with outsourced service delivery and BPO transitions
• Strong understanding of workforce planning and quality management
• Ability to build recommendations and align stakeholders without formal authority
• Analytical mindset with comfort in operational and financial data

Benefits

• Equity options and stock options
• Comprehensive benefits package
• Highly competitive salary ranges
• Regular updates to compensation based on industry data
• Focus on internal pay equity among peers

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.