Program Manager – Contingent Workforce Operations

About the Role

We are seeking a dynamic and detail-oriented Program Manager to lead our Worker Tracking Services team under the Contingent Workforce Program. This role is critical in ensuring seamless onboarding and offboarding processes, managing ServiceNow (SNOW) tickets, and maintaining operational excellence through SLA adherence and performance reporting.

Key Responsibilities

• Team & Process Management

• Responsible for end-to-end worker lifecycle management.

• Oversee onboarding and offboarding workflows, ensuring compliance and accuracy.

• Monitor and manage SNOW ticket queues, ensuring timely resolution within SLA.

• Managed and mentored a team size of 10 members.

• Operational Excellence

• Ensure all actions and processes are executed within defined SLAs.

• Identify process gaps and drive continuous improvement initiatives.

• Collaborate with cross-functional teams to streamline operations.

• Reporting & Analytics

• Generate and analyze operational reports to track performance, SLA adherence, and team productivity.

• Present insights and recommendations to senior stakeholders.

• Stakeholder Engagement

• Serve as the primary point of contact for internal and external stakeholders.

• Coordinate with HR, IT, and vendor partners to ensure smooth execution of workforce processes.

Qualifications

• Proven experience in program or operations management, preferably in contingent workforce or HR operations.

• Strong understanding of ServiceNow or similar ticketing systems.

• Excellent leadership, communication, and stakeholder management skills.

• Analytical mindset with experience in reporting and data-driven decision-making.

• Ability to thrive in a high-volume, fast-paced environment.