Ists

Client Program Lead — Drive seamless program execution for our clients

If you enjoy managing complex processes, solving problems, and ensuring every detail is accounted for, this role is built for you. As a Client Program Lead, you’ll own program execution for a client’s scholarship or education benefits programs, keeping timelines on track, resolving issues quickly, and delivering a smooth experience for both clients and users. You’ll coordinate across teams, manage moving parts, and continuously improve how work gets done.

Why you’ll like this role

• Work that matters: Your work directly supports programs that help individuals access education opportunities

• Ownership and impact: You are the primary execution owner. What happens in the program is driven by your work

• Problem-solving in action: You’ll identify issues, resolve them quickly, and improve processes to prevent them from happening again

• Remote-friendly: Fully remote, computer-based work using email, messaging, phone, chat, and video tools.

• Flexible PTO: Take time off to recharge when you need it.

What you’ll do

• Manage the full lifecycle of programs for a client, ensuring accurate and timely execution

• Configure program rules, workflows, and system setups to meet client requirements

• Monitor program activity, track issues, and drive timely resolution of inquiries and tickets

• Lead regular reviews of program performance, priorities, and next steps

• Deliver reporting and support reconciliations to ensure accuracy and transparency

• Maintain strong processes, documentation, and escalation paths to support a smooth user experience

You’ll be a great fit if you…

• Enjoy detailed, process-driven work and take pride in getting things right

• Can manage multiple priorities while keeping deadlines on track

• Communicate clearly and confidently with both internal teams and clients

• Like solving problems and improving systems and workflows

• Are comfortable using technology, tools, and data to stay organized and effective

Education and Experience

• Associate's or Bachelor’s degree, or equivalent experience

• Three (3) or more years of experience in virtual customer support

• Experience in higher education or education-related programs preferred

• Five (5) or more years of experience in a service-driven environment

Knowledge, Skills, and Abilities

• Strong written and verbal communication skills

• Ability to use AI and tools to improve efficiency and workflows

• Experience with Zendesk or similar ticketing systems

• Strong technical aptitude and comfort working in configurable systems

• Basic knowledge of HTML for program configuration

• Fluency with Office 365 (Teams, Outlook, Word, Excel, PowerPoint) and SharePoint

Position Type/Expected Hours of Work
This is a full-time, exempt salaried position, and the expected regular business hours are Monday through Friday, 8:00 am to 5:00 pm CT. Hours may be flexible and vary as needed.