Manager - Operations

About the Role

The Manager role, within the Program Support Operations team, plays an important role in leading a team that partners with our Client Services organization to provide high caliber operational support that keep our client programs functioning on a day to day basis. Each member of the Program Support Operations team will support a variety of critical functions for our client programs including: facilitation of the onboarding and offboarding process for contingent workers, report generation for both internal and external stakeholders, customer service for external inquiries, and more. The Manager is responsible for providing direct management for a team comprised of Leads, , Sr. Specialists & Specialists. As a senior member of the team, Managers are expected to act as leaders for others in the department and act as the department model for a high standard of work performance and output. The Program Support Operations team within PRO Unlimited offers a unique opportunity for team members to apply their interest in delivering top notch client support, while applying principles of operational excellence to ensure the support provided is also consistent, efficient, and scalable for future company growth.

What You Will Do

• Manage team of Leads, Sr. Specialists and Specialists to deliver superior quality results with a continuous emphasis of meeting department established SLAs/ KPIs and improving quality/ efficiency metrics.
• Consistently evaluate team resourcing model to ensure that resourcing levels are adequate to support client volumes and needs.
• Analyze results from SLA/ KPI reporting to create and implement recommendations to improve the overall efficiency, capacity, and accuracy of the team.
• Collaborate with Program Support Operations management team globally to lead and suppport on any department wide initiatives.
• Create effective development plans for direct reports to ensure retention and productivity, while helping to foster a success-oriented, accountable environement.
• Act as a partner to Client Services team by leading check-in discussions to further develop understanding on how to best provide the level of support required by the client
• Regularly review team processes to improve accuracy, scalability, and efficiency of processes.
• Partner with internal PRO Client Services team to ensure Standard Operating Procedure (SOP) documentation is maintained by team members in a way that ensures seamless support in instances of required coverage, as well as accuracy in day to day processes. Utilize subject matter expertise in Program Support Operations processes and procedures to be able to act as primary support to the existing team for day to day support and trainer for new staff.
• Take initiative to apply Program Support Operations knowledge to provide support and leadership for department wide initiatives and overall support for PROs client programs.

What You Will Need

• Bachelors degree
• 5+ years of relevant experience, with 3+ year of increasing supervisory experience
• Strong administrative, organization and customer service skills
• Excellent written and verbal communication skills
• Fluent written and spoken English
• Ability to work independently, drive process improvements, and simultaneously manage multiple priorities and deadlines
• Ability to create strong effective teams
• Proficiency in MS Office (Outlook, Excel, Word)

What Magnit will Offer You

At Magnit, youll be joining an innovative, high-growth environment and can quickly make an impact to help transform the largest companies in the world. You’ll work with passionate colleagues who collaborate and deliver. Magnit offers all employees the opportunity for growth and development, and we want individuals to fulfill their potential and blaze their own trails! Magnit will offer you a competitive benefits package, including unlimited PTO, medical, dental, and vision coverage, retirement planning, as well as discounts and perks for tickets, travel, merchandise and more! Magnit encourages employees to participate in giving back, and we will match employee contributions to favorite charities and support corporate volunteering hours to make a difference in your community!