Note: The job is a remote job and is open to candidates in USA. TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. The Program Manager will lead a high-performing team responsible for developing training content, ensuring it meets client requirements and operational targets.
Responsibilities
- Assist with onboarding and upskilling new hires
- Manage the project intake pipeline by reviewing incoming requests, identifying gaps, and ensuring all activate projects are assigned to appropriate team members
- Oversee the end-to-end lifecycle of projects from initiation to completion, maintaining a high-level understanding of active work and resolving blockers or escalations
- Assign and monitor the completion of RN and SN, ensuring all data entered into tracking tables is complete and accurate
- Analyze team metrics regarding utilization (Target >85%), idle time (Target <6%), and non-project hours to ensure operational efficiency and data accuracy
- Conduct deep-dive reviews into Service Level Agreements (SLAs), over-effort hours, and L1/L2 KPI results to identify and address performance trends
- Lead daily standups, calibration sessions, and weekly leadership meetings to drive team alignment and collaborative problem-solving
- Execute Quality Assurance (QA/QC) oversight by spot-checking scorecards for Maintenance and New Builds to ensure quality standards are met prior to final delivery
- Compile and report team statistics and quality data for Quarterly Business Reviews (QBR) and complete Weekly Status (WTS) updates by end-of-week deadlines
- Serve as the primary point of contact for client communications, responding to inquiries and managing client-requested tasks
- Support the onboarding of new team members and conduct regular one-on-ones to foster professional development and team stability
Skills
- 8+ years of large-scale project/program management experience
- 5+ years of experience in Learning & Development (L&D), Instructional Design, or Content Strategy
- 3+ years of people management experience (specifically managing other leads or creative teams)
- Proven experience in a highly regulated or technical industry (e.g., Aviation, Transportation, Energy, Automotive Manufacturing, AI/Tech, or Medical Services)
- Proficiency with Project Management software (e.g., Asana, Jira, Smartsheet) and familiarity with Design tools (Articulate, Rise/Storyline, Adobe Creative Cloud)
- Proven ability to interpret data/metrics to drive decision-making (Experience with SQL or robust Excel/Sheets data visualization is required)
- Exceptional client-facing presentation skills, conflict resolution, and the ability to manage ambiguity in a fast-paced environment
- BA/BS degree in Learning Development, Instructional Design, Education, or equivalent practical experience
- At least 5 years of Instructional Design/ Curriculum development experience
- At least 2 years of experience reviewing the work of others for quality and consistency
- Experience working with fast-paced cutting-edge technologies
- Strong organizational skills
- Experience with documentation, technical writing, and narrative scripting
- Tolerance and enthusiasm for working with ambiguity and change
- Experience with e-learning authoring software; i.e. Articulate storyline, Evolve for course development
- Proven excellence in developing fully ADA-compliant training deliverables
- Experience in corporate education
- Experience leading
- Experience identifying training needs, defining, and building scalable training solutions to address the needs of a diverse international audience
- Experience using e-learning tools (i.e. Articulate, Captivate) to create training content
- Experience migrating training courses into Cornerstone or other LMS
- Solid experience planning for and managing several large-scale, complex training projects and coordinating cross-functional stakeholders to deliver quality training materials within deadlines; excellent relationship-building, collaboration, consultation, and influencing skills
- A team player with a positive attitude; excellent written and oral business communication and people skills
- Video editing such as Premier, Finalcut, Camtasia, etc
- Learning Management System - Cornerstone LMS
- SQL queries and visualization of key performance metrics
- Google Docs, Spreadsheets, Slides, Buganizer, Guts in assessments, support, and QA
Benefits
- Competitive industry salaries
- Comprehensive benefits packages
- People First culture
- Departments including Total Rewards, Wellness, HR, and Diversity
- Inclusive environment
- Positive impact on the community
- Internal mobility and professional growth at all stages of an employee's career
Company Overview
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