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Job Title: Program Manager, Community Operations

**Location:** Hybrid in Chicago, IL (Onsite presence required)

**Pay Rate:** $68/hr

**Type:** 6-Month Contract (Potential to Extend)

About the Team

You will join the Community Operations organization of a major global technology company in the rideshare & delivery space. This team pioneers how customer support is managed worldwide and has one mission:

Make Customer Experience our #1 Competitive Advantage.

You and your teammates will champion this mission every day until there are no doubts it’s a reality.

The team drives customer-focused initiatives, data-backed improvements, and the overall strategy behind support experiences across millions of users.

About the Role

This Program Manager will design, lead, and execute high-impact initiatives that define and improve the support experience. You will work cross-functionally with product, operations, data, and support teams, leveraging customer insights to drive measurable improvements.

This role requires someone who can **hit the ground running** , operate independently with minimal training, and quickly ramp up using available resources.

Key Responsibilities

Strategic Projects & Execution

+ Design and execute high-impact initiatives that shape the global customer support experience.

+ Improve operational performance using quantitative analysis, root-cause evaluation, and structured improvement rollouts.

+ Turn customer data and insights into meaningful product, support, and operational enhancements.

+ Build, define, lead, and refine key support KPIs and performance metrics.

+ Be the subject matter expert for best-in-class support practices, leveraging both internal learnings and external benchmarks.

Cross-Functional Collaboration

+ Work with global and regional partners to drive consistency and alignment across initiatives.

+ Communicate effectively with product, engineering, operations, and leadership stakeholders.

+ Support process optimization and lead improvements to support infrastructure.

Content & Communication

+ Develop and maintain customer-facing support content and documentation.

+ Ensure support voice, tone, and brand standards are consistent and effective.

What Projects Will They Work On?

+ Transforming customer data into actionable insights that drive measurable improvements across product and support.

+ Leading initiatives that enhance the support experience and streamline operational workflows.

+ Establishing and iterating on KPI frameworks to evaluate support performance.

+ Implementing best practices across global support teams and systems.

Expected End Deliverables:

+ Clear operational dashboards, KPIs, and reporting structures.

+ Quantified improvements in support efficiency and customer experience.

+ Documented process enhancements and optimized workflows.

+ Scalable support solutions and insights that inform product and operations roadmaps.

What a Typical Workday Looks Like

+ Reviewing performance dashboards and identifying emerging issues.

+ Leading cross-functional syncs to align on priorities and unblock projects.

+ Analyzing customer feedback, trends, support tickets, and operational data.

+ Proposing strategies for workflow, metric, or process improvement.

+ Documenting standard operating procedures and refining best practices.

+ Supporting continuous improvements to support infrastructure and processes.

Basic Qualifications

+ Minimum **4 years of project or program management** experience.

+ Actively completing or recently completed an MBA program.

Preferred Qualifications

+ Bachelor’s degree strongly preferred.

+ Experience building efficient processes that scale across large organizations.

+ Demonstrated success using data insights to drive customer-oriented decisions.

+ Strong program ownership and problem-solving capabilities.

+ Exceptional written and verbal communication skills across technical and non-technical teams.

+ Experience with process optimization, program management, support strategy, or quality assurance.

+ Background in customer experience strategy or customer support environments.

**Pay Details:** $68.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://uat.adecco.com/en-us/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

+ The California Fair Chance Act

+ Los Angeles City Fair Chance Ordinance

+ Los Angeles County Fair Chance Ordinance for Employers

+ San Francisco Fair Chance Ordinance

**Massachusetts Candidates Only:** It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.