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BPO Program Manager

Date: Nov 24, 2020

Location: Orlando, San Antonio, FL, US, 32819, 782

Company: Houghton Mifflin Harcourt

Job Requisition ID: 16400

Additional Locations: San Antonio, TX

Overall Responsibility:

The Digital Solutions and Support BPO Program Manager works within the department and cross-functionally across the organization to provide effective new program launches and ongoing program support for HMH digital products. We are looking for exceptionally strong organizational and project management skills, paired with the ability to ensure our valued customer base receives world class care. The technical support environment utilizes multiple contact channels, including inbound phone, email, and chat and is a mix of both direct and BPO partner team members.


Primary Accountabilities:

  • Working with program/project sponsors and key stakeholders, manage project implementation from beginning to closure
  • Work with internal support team leadership and BPO partner leadership to ensure superior product support
  • Prepare and deliver complete and regular communication around all aspects of each program including performance towards KPIs, challenges and risks
  • Complete business process mapping and data analysis to document workflows and to identify and quantify customer success improvements
  • Develop mitigation plans and contingencies
  • Complete post-project evaluations
  • Participate as an individual level contributor on programs and projects as assigned



Skills & Competencies:

  • Proven experience successfully managing multiple competing priority projects in a complex and rapidly changing landscape
  • Strong leadership and people skills; able to work within the internal team as well as with BPO partners
  • Excellent project management skills
  • Must be well versed in initiating and facilitating meetings and planning agendas to capture needed data and timelines from partner teams
  • The ability to generate dashboards, presentation slides, and reports providing program updates to support management and various levels of HMH leadership
  • Knowledge of product lifecycles and methodologies including new program and product launches as well as iterative release schedules for legacy offerings
  • Strong written and verbal communication skills with ability to manage effective communications up through senior levels of management
  • Must be a strong team player that is able to work across the organization to move initiatives forward to achieve project goals
  • Act as a Champion for the customer experience while meeting organizational operating expense objectives


Education & Experience:


Physical Requirements:

  • Able to work at the HMH facility in Orlando, FL with the potential for remote 1 to 2 day a week or remotely at a home-based office in San Antonio, TX
  • Might be in a stationary position for a considerable time (sitting and/or standing)
  • The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.
  • Constantly operates a computer and other digital devices
  • Must be able to collaborate with colleagues via face to face, conference calls, and online meetings
  • Some travel required, including the potential for international




Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visit http://careers.hmhco.com  

Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.

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