The Manager, Client Program Management (CPM) is responsible for supporting the delivery of client programs and ensuring day-to-day operational commitments are met. This role partners closely with internal cross-functional teams to execute client initiatives, track performance, and support positive client experience. The Manager serves as a day-to-day operational contact for assigned LATAM client programs, focusing on execution, coordination, and issue resolution. The role requires strong communication skills, organization, and the ability to work effectively in a matrixed environment. Strategic decisions, contract ownership, and final escalation authority remain with senior leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Support assigned client programs by coordinating execution, communication, and ongoing operational activities
• Serve as a primary day-to-day contact for internal teams and client stakeholders on program-related topics
• Monitor program performance against established KPIs and SLAs; identify issues and escalate risks as appropriate
• Coordinate with internal teams (Product, Operations, Care, IT, Supply Chain, Legal, Program Management) to ensure client deliverables are met
• Assist with implementation activities and program changes by tracking tasks, timelines, and dependencies
• Respond to client questions and issues in a timely manner, partnering with internal teams to support resolution
• Support root cause analysis efforts and help document corrective actions for client escalations
• Prepare and maintain client reporting, dashboards, presentations, and status updates
• Support sales and account teams by sharing program updates and operational insights
• Maintain organized documentation related to program requirements, changes, and commitments

EDUCATION AND EXPERIENCE:

Required Education and Experience

• Bachelor’s Degree preferred
• 4+ years of experience in client-facing roles such as account management, operations, or project/program management
• Strong verbal and written communication skills Spanish and English (advance)
• Ability to learn and navigate internal systems and processes
• Ability to explain operational processes and performance metrics to internal partners and clients
• Strong organizational skills with attention to detail
• Ability to work cross-functionally and manage multiple priorities
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)