Program Specialist

Overview:

The MSP Program Manager drives revenues, profit, client strategy and client retention.  He or she will support strategy, operational initiatives and growth. Reporting to the Senior Program Manager or Director and serving as a member of the operational leadership team of PeopleScout, the Program Manager will provide leadership to the MSP teams.  This role is held accountable to deliver on the PeopleScout strategic business plan targets for both sales growth and segment profit contribution. This role is pivotal to operations and sales as it coordinates processes from each function to enable the business to achieve target results.  This position serves in collaboration with other divisions across the organization. In addition, this position requires an extremely perceptive person, who is capable of relating to individuals at all levels. As unique situations present themselves, the Program Manager, MSP must be sensitive to corporate needs, employee goodwill, and the public image.

Location: Remote

ESSENTIAL DUTIES and RESPONSIBILITIES include the following.

Client Delivery

• Ensure that all customers derive maximum value from their relationship with PeopleScout. 
• Dedicated to supporting the expectations and requirements of internal and external customers.
• Gets first-hand customer information and uses it for improvements in products and services.
• Escalate to leadership and work with others to ensure that when disruptions/issues occur in service delivery these situations are resolved quickly to win repeat business.
• Support revenue growth objectives for a strategic portfolio of accounts by handling client needs to ensure satisfaction and retention. 
• Expected to meet or exceed client satisfaction expectations and SLA’s.
• Conducts periodic status checks with customers and team to assess progress against the plan

Operational Processes

• Intake call with the manager to qualify the request (mostly for IT and professional) 
• Supplier/manager call for questions from the supplier
• Shortlisting of the top 5 candidates (mostly for IT and professional) 
• Follow-up for resume feedback
• Interview follow up with management
• Requalification of the request when needed based on feedback from the suppliers or a change in the requirements
• Supplier sourcing calls
• Provide weekly end date report
• Must monitor invoicing and aging on a weekly basis
• Support LI managers through selection, hiring and assignment process 
• Being a business advisor for req fulfillment
• Identify, recommend and implement changes to improve revenueFacilitate change through new initiatives, processes, expectations, etc.
• Hands on involvement with the design, delivery, coordination, and implementation of initiatives and best practices.
• Understands and is highly competent in data analytics and using that data to tell an impactful story.
• Manages tactical relations with Suppliers; acts as a liaison between the customer’s and supplier’s senior management 
• Utilizes program management skills of communication, presentation, time management, organization and planning to successfully achieve program goals and objectives
• Contributes to weekly and monthly status reports to Peoplescout and customer senior management on all program activities and issues
• Assist in implementation of the Workforce Management Solution at new customer engagements
• Support business delivery of QBR’s monthly dashboards
• Contributes to supplier and account manuals are completed and maintained throughout the relationship
• Attend weekly team calls with customer and team with an agenda that has action items
• Contribute to weekly/bi-weekly client sponsor calls
• Contribute to all SOP's are completed and manage posting them to shared drives

Planning

• Contribute to development and formulation of long and short-range planning, policies, programs and objectives with the leadership team. 
• Search for opportunities to be creative, improve and grow the business.
• Work in partnership with other TrueBlue brands to achieve and/or maintain dominant positions where applicable.
• Partners with leader and allocates job responsibilities, ensures training of new resources
• Supports Implementation for program staffing, operational processes and resource training the (responsible for being on every call while implementation process is being conducted to ensure a successful implementation is completed).

Leadership

• Acts with the best interests and perspectives of the total enterprise in mind; avoids narrow business unit, functional or team interests in favor of doing the right thing for the enterprise
• Sets personal example for expectation of others.  Spends time and energy making certain that people adhere to the principles and standards agreed upon.   Follows through on promises and commitments.
• Encourage a culture of creativity and continued organizational learning.

Key metrics

• Support Revenue and Profit growth 
• Customer Retention
• Identify, implement and measure key performance metrics of client delivery teams.

QUALIFICATIONS 

EDUCATION and/or EXPERIENCE

• Absolute and uncompromising integrity with the ability to instill trust, honesty, fairness, credibility and a sense of purpose throughout the company.
• 1+ years of experience in MSP.
• Minimum 1 years of experience in a team role.
• Understanding of P&L management.
• Demonstrated high level of energy, initiative, internal motivation and an ability to work collaboratively across all levels of the organization.
• Willingness to serve on various cross-functional teams that address operational and cultural change opportunities available throughout the organization.
• Ability to make well planned, clear and concise communications and to uphold the necessary supporting actions through to completion of action plans.
• Must be 18 years of age or older

Salary Range: $21.00 - $28.00 per hour, depending on experience and geographic location.

Please note that actual compensation offered may vary based on local pay requirements and will meet or exceed state-specific minimum wage or salary thresholds.

Benefits and Well-Being:

Employees and their eligible dependents are offered Medical/Dental/Vision insurance and short term disability, in addition to other programs, as well as up to 10 days Paid Time Off per year. More details about our benefits can be found here.

We consider qualified applicants with arrest and conviction records in accordance with applicable law.

TrueBlue, Inc. and its brands welcome and encourage applications from candidates with disabilities. Accommodations are available upon request for candidates taking part in the application or interview process. If you require disability-related accommodation during the application or interview process, please contact your Recruiter directly, Employee Relations at [email protected], or 1-800-610-8920. TrueBlue, Inc. and its brands will consult with all applicants who request disability-related accommodation during the application or interview process to ensure that the accommodation provided takes into account the applicant’s individual accessibility needs.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

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