Who We Are
 

• Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers. Using its unparalleled resources and award-winning talent in the areas of Customer Care, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.

Overview of Job Responsibilities

• The Program Manager position requires a highly detail oriented, accurate, customer service focused, organized individual who will be responsible for managing the day to day activity of a high profile customer account.  This includes ensuring profitability of the programs, constant client interaction, growing the account and communicating directly with the management teams for inbound and outbound agents.

Essential Responsibilities and Deliverables

• Establish a trusted partner relationship with the client services team and the assigned client management teams
• Daily tactical management of  the account activity
• Front line liaison between account management and operations
• Provide clear and concise documentation of all tactical account management activity including daily, weekly and monthly metrics for the client
• Monitor program activity to ensure processes, procedures and client commitments are being followed and achieved
• Identify solutions for best practices, new technologies, and improved performance
• Manage escalated issues from initial observation through communication of resolution
• Coordinates with internal departments such as Operations, Training, Quality, and Work Force Management to meet client expectations and requirements
• Present Quarterly Business Reviews to Harte Hanks and client senior staff members
• Must have experience interacting/collaborating with BPO/vendors
• Experience managing multiple accounts or complex accounts
• This role is based onsite in Plano, TX, with commuting required. Depending on performance and business needs, hybrid work arrangements may be considered after the initial period.

What We Offer
 

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401k plan with Company Match and Roth contributions | Immediate vesting
• Pet Insurance, free legal services, employee discount programs, and more….