Performance & SLA Management: Monitor day-to-day vendor and contractor performance against SLAs and KPIs across all partner sites; surface risks early and drive corrective action Run weekly and monthly performance reviews with vendor site leads; track trends and follow through on action items Partner with Support Operations and WFM on capacity, scheduling, and shrinkage issues that affect SLA attainment Escalate persistent performance issues to the Vendor Management Lead with clear data and recommended next steps

Quality Program: Run the quality program for vendor and contractor agents: calibration sessions, audits, and scorecards aligned to Anthropic's standards for accuracy, safety, and brand voice Close the loop between QA findings and coaching, partnering with vendor site leads on agent-level performance Track CSAT and quality trends and translate them into concrete improvement plans

Knowledge Transfer & Enablement: Own the knowledge transfer process for new product launches, feature releases, and policy changes , making sure vendor and contractor teams are ready on day one Maintain vendor- and contractor-facing resources (runbooks, macros, knowledge base articles, training materials) and keep them current as products evolve Partner with Support Operations and Learning & Enablement to deliver ongoing enablement and refresher training Serve as the day-to-day point of contact for vendor and contractor questions on product, process, and tooling

Nice to Have: Experience with tiered or paid enterprise support models Familiarity with AI-augmented support workflows Background working with follow-the-sun vendor operations across AMER, EMEA, and APAC Experience with Intercom or similar support tooling

The annual compensation range for this role is $165,000-$210,000 USD.

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We've partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits.

As a Program Manager III, you will be accountable for operationalizing programs from their initial definition through successful execution. This role coordinates all aspects of program delivery, ensuring that governance controls, best practices, and an effective operating model are established from the outset.

Key responsibilities include developing and managing execution plans, overseeing financial tracking, coordinating resources, and identifying and mitigating risks. The Program Manager III also manages stakeholder communication and alignment, ensuring transparency and proactive issue resolution.

Specifically, this role:

• Plans and controls day-to-day project activities and budgets
• Implements IT governance
• Manages customer relationships, enabling commitment
• Works with business unit to define needs and arranges appropriate resources
• Coordinates delivery of work from all suppliers for multiple projects/programs, including risk, quality, change management, schedule, and financial management
• Accountable for work development of work orders/cost estimates to/from suppliers
• Acceptance Criteria and User Acceptance Testing
• Monitors and manages achievement of SLA with suppliers and ISP
• Coordinates communication, escalation, and financial impact management, when SLAs are not met.

The Strategy Execution Team is responsible for translating strategic objectives into fully operationalized initiatives. This team plays a critical role in driving business transformation by ensuring that high-level strategic plans are effectively implemented across the organization.

The Program Manager III will work with the Strategy Execution Team to ensure that programs are aligned with organizational strategic objectives and that governance controls are in place to ensure successful execution.

This role requires strong cross-functional leadership across both business and IT workstreams, with a particular emphasis on IT governance to ensure that technical components are delivered in accordance with organizational standards and strategic goals.

The ideal candidate will have over 6 years of experience in a similar role, with experience delivering programs in business transformation, execution governance, or operational implementation. A Bachelor's degree in IT, Business Administration, Computer Science, Engineering, or related fields is required. Full professional proficiency in English is also required.

Other critical skills include technical acumen, stakeholder management, vendor management, detail-oriented, time management, strategic alignment, AI, and automation.

Software/tool skills include project management tools (Monday.com, Microsoft Project, Rally, etc.), PowerPoint, and Power BI (nice to have).

This position comes with a competitive compensation and benefits package, including a competitive salary and performance-based bonuses, comprehensive benefits package, flexible work arrangements (remote and/or office-based), private health insurance, paid time off, and training & development opportunities in partnership with renowned companies.

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We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in—helping Farmers build a winning team that delivers consistent and sustainable results.

This role develops, manages and maintains Client Group SLAs with our IT vendors. It assembles the MSLA components into appropriate customer facing services. Also produces regular reports to assess actual performance /availability of IT services against SLAs and reviews performance with key contacts.

Responsibilities

Develops and maintains customer facing SLAs regarding IT Services, working with various entities (Finance, Supplier, Business), as required

Understands charging principles and explains detailed costs to the business throughput measures, produces reports to assess actual performance and availability of services against SLAs, and reviews results with key contacts

Ensures the local SLA is kept up to date to meet changing requirements, understands the customer impact of new developments, and engages appropriate suppliers to meet the business needs; Conducts surveys, analyses customer satisfaction results, and initiates appropriate improvement programs

Understands any business variation in operational demand and engages appropriate suppliers to meet business needs

Engages with Program Managers to understand the customer impact of new developments and makes changes to SLAs as appropriate Produces the Service Agreements between legal entities, working with Finance, Legal and suppliers

Explains detailed charges/costs to the business and understands charging principles Understands and implements business throughput measures Mentors/coaches lower-level staff

Requirements

4-6 years of experience in a similar role

BS in Computer Science or similar

Previous experience in Finance / Insurance / Healthcare / or Regulated industries (PLUS)

Full English Fluency

Experience in the IT Vendor in IT Role Area

Internal Expense Report systems

Soft Skills

Planning and attention to detail

Negotiation & Communication

Influence and driving conversation

Technical Experience

Quickbase (Desirable)

Power Apps (Desirable)

MS Office

Service Now (Desirable)

Power BI (Desirable)

Benefits

This position comes with a competitive compensation and benefits package.

A competitive salary and performance-based bonuses.

Comprehensive benefits package.

Flexible work arrangements (remote and/or office-based).

You will also enjoy a dynamic and inclusive work culture within a globally renowned group.

Private Health Insurance.

Paid Time Off.

Training & Development opportunities in partnership with renowned companies.

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This role develops, manages and maintains client group SLAs with our IT vendors that assemble the MSLA components into appropriate customer facing services. Also produces regular reports to assess actual performance /availability of IT services against SLAs and reviews performance with key contacts.

Key Responsibilities:

• Develops and maintains customer facing SLAs regarding IT Services, working with various entities (Finance, Supplier, Business), as required
• Understands charging principles and explains detailed costs to the business throughput measures, produces reports to assess actual performance and availability of services against SLAs, and reviews results with key contacts
• Ensures the local SLA is kept up to date to meet changing requirements, understands the customer impact of new developments, and engages appropriate suppliers to meet the business needs
• Conducts surveys, analyses customer satisfaction results, and initiates appropriate improvement programs
• Understands any business variation in operational demand and engages appropriate suppliers to meet business needs
• Engages with Program Managers to understand the customer impact of new developments and makes changes to SLAs as appropriate
• Produces the Service Agreements between legal entities, working with Finance, Legal and suppliers
• Explains detailed charges/costs to the business and understands charging principles
• Understands and implements business throughput measures
• Mentors/coaches lower-level staff

Requirements:

• 4-6 years of experience in a similar role
• BS in Computer Science or similar
• Previous experience in Finance / Insurance / Healthcare / or Regulated industries (PLUS)
• Full English Fluency
• Experience in the IT Vendor in IT Role Area
• Internal Expense Report systems

Soft Skills:

• Planning and attention to detail
• Negotiation & Communication
• Influence and driving conversation

Technical Experience:

• Quickbase (Desirable)
• Power Apps (Desirable)
• MS Office
• Service Now (Desirable)
• Power BI (Desirable)

Benefits:

This position comes with a competitive compensation and benefits package.

• A competitive salary and performance-based bonuses.
• Comprehensive benefits package.
• Flexible work arrangements (remote and/or office-based).
• You will also enjoy a dynamic and inclusive work culture within a globally renowned group.
• Private Health Insurance.
• Paid Time Off.
• Training & Development opportunities in partnership with renowned companies.

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