[Hiring] Program Manager - Service Delivery / Operations @Only External Postings

Role Description

You will serve as a frontline operations resource responsible for managing and triaging incoming escalation requests, ensuring they are assigned to the correct internal teams within strict service level agreements (SLAs). Acting as a central coordination point, you will monitor high-volume case queues, make real-time decisions, and partner with internal stakeholders to drive timely and accurate resolution pathways. Your work will directly impact response efficiency, operational flow, and overall service delivery quality.

Responsibilities

• Monitor incoming escalation queues in real time and ensure timely triage and assignment of all cases
• Assign 100% of cases to the appropriate internal resource within defined SLA targets (typically within 20 minutes or faster)
• Analyze case details to determine priority, ownership, and appropriate routing path
• Collaborate with internal teams and senior team members when case ownership or routing is unclear
• Respond to internal chat and email requests promptly, maintaining high responsiveness standards
• Prioritize high-visibility communications, including executive-level escalations
• Maintain awareness of queue health, workload distribution, and team availability
• Proactively escalate risks or challenges impacting case assignment, including:
  • High-volume spikes
  • Resource constraints or availability gaps
  • Tool or system issues
• Support reporting, data tracking, and operational analysis activities
• Ensure adherence to operational processes, policies, and SLA commitments
• Participate in coverage rotations, including potential weekend or on-call support as needed

Qualifications

• 2+ years of experience in a customer-facing or service-oriented role (any industry)
• Strong decision-making skills with the ability to assess priority, risk, and impact in real time
• Excellent written and verbal communication skills in English
• Ability to work effectively under pressure in a fast-paced, high-volume environment
• Experience coordinating tasks, cases, or requests across multiple teams
• Strong organizational skills and attention to detail
• Ability to quickly learn processes, tools, and operational workflows
• Flexibility to adapt to changing schedules and business needs
• Ability to meet standard background/security screening requirements

Preferred Qualifications

• Experience with case management, ticket triage, escalation handling, or queue management
• Familiarity with service desk, operations coordination, or dispatch environments
• Exposure to technical support processes or support management workflows
• Experience monitoring SLAs and ensuring compliance in high-volume environments
• Background in roles such as:
  • Service Desk Coordinator
  • Operations Coordinator
  • Dispatch or Workforce Coordinator
  • Ticket/Case Management Specialist
• Basic to intermediate knowledge of an additional language (e.g., Portuguese)

Compensation Information

At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market. For candidates based in Washington State, the anticipated salary range is $25- $27.40 USD/hourly. Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate’s qualifications and could fall outside the stated range.

Equal Opportunity Employer

Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law.

If you need assistance or a reasonable accommodation to complete the application process, please reach out to: [email protected]

Benefits

• Medical, dental, and vision coverage
• Flexible Spending Account
• 401k program
• Competitive PTO offerings
• Parental Leave
• Opportunities for professional growth and development

Location

Remote, Preference for PST Time Zone