Overview
You will be responsible for day to day operations of the project which includes, but is not limited to, people leadership, new processes implementation, performance management, SLA development, training, critical issue resolution, ongoing workforce planning, business reviews and day-to-day vendor relationship management.
Responsibilities
- Workflow and process management - Develop and consistently meet and report on SLAs. Create SOPs and documentation as needed and ensure they’re updated regularly. Continually optimize workflows for both client and team members. Review team member data, develop QA frameworks and report on team performance and metrics via MBRs/QBRs. Develop and manage project trackers, timelines, and lead cross functional groups to deliver on project objectives.
- Process Improvement - Review vendor data, identify workflow process improvement opportunities and drive improvement of vendor performance and SLA compliance.
- Project Management - Manage cross-functional projects and teams by working with business stakeholders across the organization as well as manage multiple projects with competing priorities simultaneously. Develop/manage project trackers, timelines, and lead cross functional groups to deliver on project objectives. Synthesize feedback and communicate progress regularly to stakeholders
- Stakeholder management - Work with a global team of stakeholders to ensure client needs are being met. Synthesize feedback and communicate progress regularly to stakeholders. Intake new workflow requests from stakeholders and collaborate to implement them.
- Team management - Create a clear and organized structure for a global team. Hold regular 1:1s with team members. Develop and implement feedback channels for team members and conduct performance reviews and improvement plans. Ensure the team is adequately staffed at all times, conduct interviews, make hiring decisions and work with recruiters to manage the hiring process. Develop, execute and oversee training programs. Identify, document and mitigate HR issues. Review timesheets and expense reports.
Requirements
- BA/BS degree
- 3+ years of people and program management experience with a track record of increasing responsibility
- Exceptional leadership, management, communication and collaboration skills
- Experience in vendor management processes including managing multiple vendors in multi-year contracts and execution of outsourcing projects
- Excellent verbal & written communication skills; ability to effectively communicate with and influence multiple partners and stakeholders
- Outstanding problem-solving, critical thinking and analytical skills and experience in applying project management techniques
- Experience streamlining complex processes and implementing workflows designed to increase efficiency
- Ability to work independently and drive projects to completion with minimal guidance
- Very strong organizational skills with a high attention to detail
- Demonstrated ability to create, analyze and report metrics, including knowledge of intermediate Excel/Google Sheets functions (e.g. vlookups, pivot tables)
- Ability to deal with multiple conflicting priorities and stakeholder issues and driving towards pragmatic decisions/actions
- Experience creating and presenting business reviews
- Prior experience of having supporting Global clients in a fast changing product environment
Preferred Qualifications
- Excellent problem-solving, critical thinking and analytical skills and experience in applying project management tools
- Proven experience in risk and change management
- Lean/Six Sigma Green/Black Belt with an experience of having a minimum of 2- 3 projects
- Experience in managing Team Leads (or equivalent) and remote team members
- Experience managing creative teams
- Tech savvy and proficient with Google products
- Experience in risk and change management
Work Environment & Schedule
- 40 hours per week.
- Remote work environment.
- Must be available to work one of the two shifts below:
- Thursday - Monday shift from 1pm to 10pm PST (with an hour break)
- Saturday - Wednesday shift from 5am to 2pm PST (with an hour break)
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