Customer Care Program Manager

Summary

Join Sharebite's team as a Customer Care Program Manager and play an instrumental role in driving strategic growth and operational excellence across all product categories on the Care Team. Work closely with Care teams across verticals to understand daily challenges and develop scalable solutions. Become a domain expert across each order category by immersing yourself in live operations, learning systems, processes, and customer touchpoints. Use this experience to guide project prioritization, identify bottlenecks, and build credibility with cross-functional partners. Execute projects, initiate solutions, analyze data, manage third-party systems, and coordinate with various teams. Manage a contractor team, including hiring, QA, training, and identifying areas for growth. Sharebite offers competitive pay and benefits, including equity and multiple health insurance options.

Requirements

• 3+ years of experience in customer support operations, program or project management, or process improvement roles
• Ability to embed within operations, quickly learn frontline tools and processes, and extract insights
• Excellent project management skills and the ability to coordinate across multiple stakeholders and timelines
• Comfort working with data to tell a story and drive outcomes; familiarity with spreadsheets, dashboards, or BI tools
• Strong communication, organization, and problem-solving skills
• A collaborative mindset, with a willingness to jump in and understand the details before recommending changes

Responsibilities

• Live Operations Immersion: Spend significant time embedded with each vertical (Passport, Group Orders, Catering, Individual Orders) to understand operations from a Care Rep’s perspective. Become a domain expert across product categories to ensure solutions are grounded in real experience and operational nuance. Use this experience to guide prioritization of projects, identify bottlenecks, and build credibility across cross-functional partners
• Project Execution: You’ll handle the daily tasks and deliverables required to complete projects alongside the Project Manager. You’ll be responsible for keeping initiatives on track to be completed by their target deadlines, and coordinating with stakeholders to maintain alignment and timeliness
• Project Initiation: You’ll work directly with the Customer Care Representatives to understand and identify issues and areas of improvement. You’ll subsequently initiate the solutions with relevant teams and foster consistent organization and communication across stakeholders
• Data Analysis: You’ll maintain consistent reporting on necessary data points and distribute to key stakeholders, with whom you’ll coordinate on any actions that need to be taken as identified by the data sets
• Third-Party Systems Management: Within our team’s products, you’ll coordinate with the Project Manager to oversee the lifecycle of new systems as they go through implementation, training, launches, and consistent maintenance
• Team Coordination and Collaboration: You’ll meet regularly with the different vertical team leads to understand the needs and areas for growth, and work directly with them to implement solutions
• Contractor Team Management: This includes working with the admin team to regularly meet on new hiring needs, execute regular QA for existing members, create, update and distribute training materials, hold check ins with the offshore team leads, and identify areas of need where we can continue to grow the offshore team (both by creating new tasks for current offshore members, and by expanding the offshore efforts into other departments)

Benefits

• Multiple health insurance options
• Equity