Program Manager

Delivery Manager I

 

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

 

You Are:

We are seeking a highly skilled and motivated Program Manager with extensive experience in Product Support Engagement to join our team. In this role, you will be responsible for leading and managing the lifecycle of support programs, ensuring product-related issues are effectively resolved, and facilitating seamless collaboration between product teams and customers. You will be tasked with driving cross-functional initiatives, optimizing customer support processes, and enhancing the overall customer experience for product users.

 

The Opportunity:

·       Program Management:

o    Lead and oversee the execution of strategic product support initiatives, ensuring alignment with company objectives.

o    Develop, implement, and manage product support programs to improve customer satisfaction and resolution times.

o    Monitor and report on program performance, tracking key metrics and identifying areas for improvement.

o    Coordinate across multiple teams, including product, engineering, customer support, and operations, to deliver successful outcomes.

·       Product Support Engagement:

o    Serve as the main point of contact for support teams and customers, ensuring timely and efficient resolution of product-related issues.

o    Collaborate with product teams to understand features, troubleshoot issues, and provide technical insights to customers.

o    Design and optimize the product support lifecycle, ensuring that customers’ concerns are addressed effectively and promptly.

o    Provide regular updates to leadership regarding product support status, issues, and ongoing improvements.

·       Cross-functional Collaboration:

o    Facilitate communication between product management, engineering, and customer support to align on product roadmap changes and upcoming releases.

o    Collaborate with engineering teams to provide feedback on product bugs, feature requests, and support-related enhancements.

o    Assist in developing and refining internal training programs to equip support teams with the necessary skills and knowledge.

·       Customer Experience Focus:

o    Ensure that customer feedback is effectively captured and communicated to the product and engineering teams to drive continuous product improvements.

o    Lead initiatives to reduce customer friction, optimize troubleshooting procedures, and enhance user documentation.

o    Proactively identify recurring issues, working with product teams to mitigate potential risks to customer satisfaction.

·       Risk Management & Continuous Improvement:

o    Identify program risks, such as escalations or customer complaints, and develop mitigation strategies.

o    Drive process improvements across the product support lifecycle, ensuring that new processes are adopted and maintained.

o    Conduct root cause analysis for product issues and drive continuous learning and improvement within the support team.

 

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

 

What You Need:

·       Bachelor’s degree in Business, Computer Science, Engineering, or a related field (Master's degree is a plus).

·       5+ years of experience in Program Management or Product Support Engagement, preferably in a technology or software-related industry.

·       Strong understanding of product development cycles and customer support workflows.

·       Proven ability to lead cross-functional teams and manage complex programs.

·       Experience with customer support systems (e.g., Zendesk, Salesforce, Freshdesk) and data analytics tools.

·       Excellent communication skills, with the ability to convey technical information to non-technical stakeholders.

·       Strong problem-solving skills, with a focus on identifying issues and implementing actionable solutions.

·       Experience in change management and process optimization.

·       Knowledge of Agile methodologies is preferred.

·       Desirable Skills:

·       Familiarity with product management tools (e.g., Jira, Confluence, Aha!).

·       Experience in managing technical support escalations and handling high-priority customer cases.

·       Ability to mentor and coach junior program managers and support staff

 

 

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote

Compensation Range: $110,000-$165,000

 

 

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

 

What We Believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

 

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

 

 

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