Program Manager – Customer Support & BPO Implementation (Part-Time Contract)

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Program Manager (BPO Implementation) | Remote

Job Title: Program Manager (BPO Implementation)
Location: Remote (USA)
Duration: ASAP – End of October 2026 (Potential Extension/Full-Time)
Hours: Approximately 25 Hours/Week

We are seeking an experienced Program Manager with hands-on BPO implementation experience to support the launch of a new customer support servicing model. This is a high-impact, part-time remote opportunity where you will work closely with the Customer Experience Director to build scalable support operations from the ground up.

The ideal candidate has successfully led end-to-end BPO implementations, developed operational processes, delivered agent training, and supported successful go-live activities.

Responsibilities

  • Lead end-to-end BPO implementation activities.
  • Create SOPs, process documentation, and step-by-step operational guides.
  • Design and deliver customer support training programs for BPO agents.
  • Define escalation workflows, SLAs, handoff processes, and after-hours support models.
  • Build and maintain self-service knowledge base content.
  • Establish ticket lifecycle workflows using HubSpot.
  • Perform quality assurance on support processes before go-live.
  • Identify operational risks and recommend mitigation strategies.
  • Manage implementation checklists and ensure launch readiness.
  • Document implementation processes for future deployments.

Required Qualifications

  • Proven experience leading end-to-end BPO implementations.
  • Experience creating SOPs, process documentation, and escalation frameworks from scratch.
  • Strong background in customer support operations and agent enablement.
  • Experience designing and delivering training for customer support teams.
  • Ability to independently manage multiple workstreams and meet aggressive deadlines.
  • Excellent communication, documentation, and stakeholder management skills.

Preferred Qualifications

  • Experience in the travel industry (OTA, Airlines, TMC, Hotel, or Travel Tech).
  • Experience with HubSpot Service Hub or similar ticketing platforms.
  • Background in customer experience (CX), operations, or support transformation initiatives.

If you're interested, please share your updated resume along with your contact details and work authorization.

vikrant.kaushik@thistleservices.com

Pay: $60.00 - $65.00 per hour

Work Location: Remote

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