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Customer Support Program Manager Jobs in Ohio (NOW HIRING)

Alphabe Insight Inc

Customer Support Manager

Cincinnati, OH · On-site

$42K - $46K/yr

Catch Vibe Voice is seeking a Customer Support Manager to oversee daily customer support operations and help maintain a consistently high standard of service. In this role, you will guide and support ...

WiSC Enterprises, LLC

Program Manager

Dayton, OH · On-site

This is a full-time position supporting onsite, hybrid, or customer-location environments based on program requirements. Responsibilities * Lead and manage complex defense, intelligence, and Federal ...

WiSC Enterprises, LLC

Program Manager

Dayton, OH

This is a full-time position supporting onsite, hybrid, or customer-location environments based on program requirements. * Lead and manage complex defense, intelligence, and Federal programs ...

TRG

Customer Program Manager

Westlake, OH · On-site

Manage the operational execution of customer orders required to support project deployments ... programs. * Experience with NetSuite, ServiceNow, SharePoint, and Power BI. * Familiarity with ...

Hunter Recruiting

Program Manager

Macedonia, OH · On-site

The Program Manager drives alignment between internal stakeholders and customer expectations ... Support program audits and continuous improvement initiatives * Build and maintain strong customer ...

Trak Group

Defense Program Manager

Hamilton, OH

Support contract negotiations and ensure alignment between customer requirements and business ... Program & Project Management Lead defense programs throughout the complete lifecycle from ...

Trak Group

Defense Program Manager

Hamilton, OH

Support contract negotiations and ensure alignment between customer requirements and business ... Program & Project Management Lead defense programs throughout the complete lifecycle from ...

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All JobsCustomer Support Program JobsCustomer Support Program Manager JobsCustomer Support Program Manager Jobs in Ohio

Customer Support Program Manager information

What does a customer support program manager do?

A Customer Support Program Manager is responsible for leading and coordinating initiatives that improve the customer support experience. They design and implement programs to enhance support processes, manage cross-functional teams, and track performance metrics. Their role often includes analyzing customer feedback, identifying areas for improvement, and ensuring that customer support goals align with company objectives. Ultimately, they work to create efficient, effective, and customer-centric support operations.

What are the key skills and qualifications needed to thrive as a customer support program manager?

A Customer Support Program Manager needs strong project management abilities, expertise in customer service operations, and typically a bachelor's degree in business or a related field. Familiarity with CRM platforms (like Salesforce or Zendesk), data analytics tools, and certifications such as PMP or ITIL are often required. Exceptional communication, leadership, and problem-solving skills help drive team performance and deliver excellent customer experiences. These competencies ensure efficient program execution, continuous improvement, and alignment with organizational goals in customer support environments.

How does a customer support program manager typically collaborate with cross-functional teams to improve customer experience?

Customer Support Program Managers work closely with teams such as product development, engineering, and sales to identify and resolve customer pain points. They facilitate regular meetings to share customer feedback, align on support strategies, and drive initiatives that enhance service quality. By acting as a bridge between support agents and other departments, they ensure that customer insights inform product improvements and that support teams are equipped with the latest information and tools. This collaborative approach helps in creating a seamless customer experience and fosters ongoing process improvements.

What is the difference between Customer Support Program Manager vs Customer Service Supervisor?

AspectCustomer Support Program ManagerCustomer Service Supervisor
ResponsibilitiesOversees multiple support programs, develops strategies, manages teams, and improves customer experienceSupervises daily customer service operations, manages frontline staff, and handles escalations
Required SkillsProgram management, leadership, data analysis, customer experience designTeam management, communication, conflict resolution, customer service skills
Work EnvironmentStrategic planning, cross-department collaboration, often in office or remoteFrontline support, direct interaction with customers, team supervision
Common Industry UsageTech, SaaS, large corporationsRetail, hospitality, call centers

The Customer Support Program Manager focuses on managing support programs and strategic initiatives, while the Customer Service Supervisor handles daily team supervision and customer interactions. Both roles require strong communication skills but differ in scope and responsibilities.

What is a customer support program manager?

A customer support program manager oversees the design, implementation, and management of customer support initiatives to improve service quality and customer satisfaction. They coordinate teams, analyze support metrics, and develop strategies to enhance the customer experience, often using tools like CRM software and data analysis skills.

What cities in Ohio are hiring for Customer Support Program Manager jobs?

Cities in Ohio with the most Customer Support Program Manager job openings:

Infographic showing various Customer Support Program Manager job openings in Ohio as of August 2026, with employment types broken down into 1% As Needed, 69% Full Time, 23% Part Time, and 7% Contract. Highlights an 85% Physical, 2% Hybrid, and 13% Remote job distribution.

REMOTE SUPPORT PROGRAM MANAGER

Dayton, OH • Remote

Choices in Community Living
Non-Profits • 201 - 500 employees
Learn more about Choices in Community Livingexternal

Full-time

Posted 21 days ago

Job description

JOB SUMMARY:

The Remote Supports Program Manager, under the guidance of the Program Director, oversees the delivery of remote services and support for individuals in a residential setting. This role ensures program quality, compliance, and the development of Remote Support Professionals (RSPs).

RESPONSIBILITIES AND MAJOR DUTIES:

Client Services & Program Implementation:

  • Deliver high-quality remote support services (RSS) as assigned.
  • Manage all aspects of service implementation in accordance with Individual Service Plans (ISPs), ensuring compliance with Ohio Department of Developmental Disabilities (ODDD) regulations.
  • Creation/ updating individual hardware and software plans.
  • Coordinate and utilize various resources to meet client needs, reflecting them in the ISP.
  • Schedule staffing for open shifts and provide direct coverage when needed.
  • Maintain confidentiality and update sensitive information as required.

Staff & Program Management:

  • Provide supervision, support, and training for RSPs.
  • Conduct staff meetings, oversee documentation, and ensure compliance with agency policies.
  • Maintain and update program documentation, including training materials
  • Oversee Quality Assurance (QA), audits, and program reviews while managing reporting and documentation processes.

Client Support & Home Management:

  • Build and maintain strong relationships with clients, SSA staff, coworkers, and other stakeholders as appropriate.

Administrative & Fiscal Responsibilities:

  • Supervise and document employee performance, ensuring compliance with agency standards.
  • Serve as the primary point of contact for staff or client concerns, escalating issues as needed.
  • Coordinate installation and troubleshooting of remote equipment.

Availability & Compliance:

  • Respond to emails and phone calls promptly, including after-hours availability as required.
  • Work approximately 30 RSP third –shift hours per week.
  • Ensure compliance with agency personnel policies, operational procedures, and regulatory standards.
  • Adapt to evolving duties and responsibilities as assigned.

POSITION QUALIFICATIONS:

Education:

  • High school diploma or GED equivalent required.
  • Background in technology preferred.
  • Strong reading, writing, and oral communication skills.
  • Basic math skills and computer literacy.

Experience:

  • Background in social services, healthcare, technology or management preferred.

Physical Requirements:

  • Ability to engage in physical activities such as lifting (minimum of 30 lbs.), standing, walking, bending, and reaching.

Other Requirements:

  • Valid driver's license with an insured and good driving record (4 points or less).
  • Some travel to satellite offices and residential sites.

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