Program Lead, Client Services (2026-8077)

Responsibilities

• Serve as a liaison between the client and internal departments to transform the client’s business needs into functional and operational instructions.
• Work with Knipper functional departments (i.e., Contact Center, Centralized Team, Mail Center, Operations, etc.) to ensure client programs, documentation, and setups have been completed.
• Responsible for executing new and existing programs to completion and at expected level of quality
• Ongoing review of business rules and trackers to identify and correct inaccuracies and close gaps in program(s).
• Review the daily dashboard, reports and file uploads for trends to ensure assigned programs are performing as expected.
• Support AM and/or Sr. Program Lead in the creation of client business review presentations.
• Prepare work orders and/or review work orders prepared by team members.
• Respond to client escalations as necessary and escalate to management if needed.
• Manage and support all change controls, system tickets and scorecards needed to support the business or changes to the business. Ensure statuses are tracked and updated accordingly.
• For Sample Accountability program, monitor and review Sales Representative’s sampling activities, transaction documentation and reported activities to ensure adherence to business rules and regulatory requirements.
• Respond timely to inquiries and requests via inbound phone calls, voice messages, and email messages from Client, Sales Representatives, Home Office and internal stakeholders.
• Research and provide recommendations to resolve business and/or system challenges.
• Escalate/request internal Quality Event submission (QE) and provide necessary and timely assigned/required follow-up.
• In conjunction with the Account Manager or Sr. Program Lead review monthly invoicing and work directly with the Finance department to resolve billing inconsistencies.

MINIMUM JOB REQUIREMENTS

• Education/Training: Associate’s or Bachelor’s degree preferred, however, equivalent certificate training and/or experience may be considered.
• Business Experience: Approximately two to four years’ experience in customer service environment, with demonstrated ability to lead projects with minimal over-site while showing success in interacting and collaborating with internal and external stakeholders.

Knowledge, Skills & Abilities

• Strong working knowledge of Microsoft Outlook, Microsoft Word and Power-Point, advanced knowledge of Microsoft Excel (Pivot Tables Charts, Graphs, etc.).
• Quick learner with strong systems aptitude
• Strong organization, analytical, both written and verbal communication and team building skills
• Effectively communicate to provide solutions for clients to achieve client and company objectives.
• Strong time-management, attention to details and prioritizing skills
• Punctual, dependable with a positive attitude
• Ability to use sound judgment and maintain professionalism in a deadline-driven environment.
• Support leadership in identifying potential business and system challenges, and present suggested resolutions.

PHYSICAL DEMANDS