Top 7409 Program reporting manager Jobs in Remote

Resolution Manager
Confidential —Remote
- $90,000 - $110,000 a year
- Full-time
- Remote
- Background check
- 5 years
- Writing skills
- Health savings account
- Health insurance
Quick Apply
9d
Administrative Program Manager
Wealth Enhancement Group —Remote
- $87,400 - $131,100 a year
- Full-time
- Remote
- Microsoft Excel
- 6 years
- Microsoft Outlook
- Profit sharing
- Paid parental leave
9d
Program Manager
GitHub, Inc. —Remote
- $107,700 - $285,900 a year
- Full-time
- Presentation skills
- Bachelor's degree
- Continuous improvement
14d
Project/Program Manager with US Department of Veterans Affairs' Implementation of a Healthcare and Benefits Act Experience
Artemis Connection —Remote
- $70 - $80 an hour
- Contract
- Remote
- 5 years
- Travel
- Senior level
Quick Apply
PMO Sr. Program Manager - Healthcare Manufacturing
Jabil Circuit —Remote
- $126,100 - $227,000 a year
- Full-time
- Microsoft Excel
- Master's degree
- 8 years
- Paid parental leave
- Employee stock purchase plan
Compliance Reporting Program Manager
Cohere Health —Boston, MA
- $110,000 - $125,000 a year
- Remote
- 8 years
- SQL
- Analysis skills
- Paid parental leave
- Health savings account
Quick Apply
Senior Program Manager
Synergy BIS —Remote
- $160,000 - $200,000 a year
- Overtime
- Remote
- Computer science
- Computer Science
- 5 years
- Health savings account
- Paid holidays
Quick Apply
Staff Program Manager, Product Operations
GitHub, Inc. —Remote
- $121,000 - $323,200 a year
- Full-time
- Remote
- 3 years
- Bachelor's degree
- Product management
Program Manager, Mission Operations
Susan G. Komen —Remote
- $54,000 - $69,000 a year
- Full-time
- Remote
- Customer service
- Writing skills
- Mid-level
- Dental insurance
- Tuition reimbursement
PMO Program Manager
ActioNet —Remote
- Full-time
- 7 years
- Master's degree
- Analysis skills
Quick Apply
Program Manager
PetDesk —Remote
- $96,000 - $112,000 a year
- Full-time
- Remote
- Analysis skills
- Senior level
- 4 years
- Paid parental leave
- Health savings account
4d
Program Manager
Fluke Health Solutions —Remote
- Remote
- English
- Bachelor's degree
- Conflict management
Insights Manager
GoodRx —Remote
- $124,000 - $216,000 a year
- Full-time
- 6 years
- Master's degree
- SQL
- Employee stock purchase plan
- Paid holidays
Project/Program Manager with Experience with the US Department of Veterans Affairs
Artemis Connection —Remote
- $70 - $80 an hour
- Contract
- Remote
- 5 years
- Travel
- Senior level
Quick Apply
Academic Engagement Manager - Remote USA
Calyxo —Remote
- $130,000 - $150,000 a year
- Remote
- Microsoft Excel
- Microsoft Outlook
- Mid-level
- Health insurance
- 401(k)
Quick Apply
Senior Program Manager
Avalara —Remote
- Remote
- Microsoft Excel
- 8 years
- Presentation skills
- Paid parental leave
- Disability insurance
Technical Program Manager
Auria —Remote
- $145,000 - $180,000 a year
- Remote
- Computer Science
- Engineering
- System design
- Health savings account
- Paid holidays
Quick Apply
Program Manager
Fairbanks Morse Defense —Remote
- Full-time
- Remote
- Customer service
- English
- Microsoft Office
Program Manager
Logistics Management Institute —Remote
- $134,267 - $232,404 a year
- Full-time
- 6 years
- Office
- Master's degree
Program Manager
Maverick Payments —Remote
- $90,000 - $110,000 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- 5 years
- Paid holidays
- Dental insurance
Quick Apply

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Resolution Manager

Confidential
Remote

Quick Apply

Job Details

Full-time
$90,000 - $110,000 a year
9 days ago

Benefits

Health savings account
Health insurance
Dental insurance
Paid time off
Work from home
Vision insurance
401(k) matching

Qualifications

Team supervision
Managing teams in a customer support role
Writing skills
Research
Team development
Supervising experience
Leading team collaboration initiatives
Adaptability
Manual handling
Training & development
Documentation Handling
General management

Full Job Description

JOB SUMMARY:

The Resolutions Manager is accountable for the overall management, integrity, and effectiveness of the customer escalations and consumer complaint function. The Resolutions Manager leads a high-performing group of 20 resolutions professionals, dedicated to handling advanced escalations and skillfully resolving complex customer issues.

This role owns the end-to-end process for intake, investigation, resolution, documentation, reporting, analysis, and continuous improvement of escalated and formal customer complaints, ensuring timely, compliant, consistent, and risk-aware outcomes aligned with company policy, regulatory expectations, and customer experience standards.

The Resolutions Manager provides functional oversight including setting standards, establishing processes, monitoring quality and timeliness, identifying trends and risk patterns, and partnering with Legal, Compliance, Claims, Operations, and Customer Experience to drive systemic improvements. While the Resolutions Manager may directly handle complex or sensitive cases as needed, the primary responsibility is to ensure the function and its people operate effectively, consistently, and in alignment with organizational and regulatory expectations.

DUTIES AND RESPONSIBILITIES:

Overall responsibility for ensuring appropriate development of solution plans for escalated customer complaints forwarded by consumer advocacy groups such as the BBB and BCA, as well as regulatory bodies such as the state’s attorney general’s office and departments of insurance.
Manage, mentor and motivate a team of Resolutions Representatives andSpecialists. Conduct regular 1:1s with team leads, and team members as appropriate, to provide ongoing coaching and training to support high performance and efficient resolution.
Identify and analyze complaint patterns, root causes, and risk indicators; escalate systemic risks to Legal and executive leadership
Maintain current and complete records of complaint and resolution activity using departmental tracking tools
Ensure integrity, completeness, and accuracy of complaint records and reporting
Ensure each team member is conducting thorough research and analysis of escalated complaints referring to departmental guidelines, compliance information, and the customer’s vehicle service contract to make informed, cost-effective, and accurate resolution determinations
Execute direct-contact resolutions of escalated and formal customer complaints, according to best practice and prevailing policies and procedures. Direct contact shall include telephone, email and mail contact with a complainant, as well as mail, phone, and email contact with regulatory and consumer advocacy bodies as necessary to accomplish resolution of complaints
Accountable for regulatory responsiveness SLAs, complaint backlog health, and resolution consistency
Draft and submit formal responses as required for formal complaints, including responses to consumer advocacy groups and state regulators
Has authority to approve resolutions up to defined thresholds and escalate beyond those thresholds.
Review, audit, and analyze departmental processes to ensure best practices adherence
Other duties as assigned or as business needs arise.

QUALIFICATIONS:

Minimum 5 years of experience and a successful track record in resolutions management.
Call center and/or conflict resolution experience required
Demonstrated advanced ability to communicate verbally and in writing throughout all levels, including customers and consumer advocacy bodies
Experience leading a team and providing effective coaching,
Excellent analytical and problem-solving skills, including research and investigation
Critical thinking and ability to grasp a larger picture from minor details
Ability to organize and maintain integrity, completeness, auditability, and accuracy of complaint records and reporting of work tasks
Ability to adapt to dynamic situations while maintaining day-to-day functions.
Demonstrated experience owning or leading a function, program, or process area
Strong judgment and ability to assess legal, regulatory, reputational, and customer risk.
Ability to influence cross-functionally and drive change without direct authority.

PHYSICAL REQUIREMENTS:

Sitting or standing for extended periods; repetitive motions; use hands to handle equipment or controls; reach with hands and arms; typing on keyboard; viewing computer screen extended periods; speak clearly and hearing
Regular use of typical office equipment, computer software, programs, and methods of communication such as a computer, e-mail, phone system, and messaging.
In a remote work environment, being interactive and communicative with management and co-workers in a visible manner is an essential function of the job. Camera/video usage is required.
Must be able to lift 25 pounds.

Candidates must pass a pre-employment Background Check. We are an E-Verify employer.

Pay: $90,000.00 - $110,000.00 per year

Benefits:

401(k) matching
Dental insurance
Health insurance
Health savings account
Paid time off
Vision insurance
Work from home

Work Location: Remote

Quick Apply

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