Program Manager

AgileOne Group; Oakland (CA); On-site; USD 115,000 - 155,000; Full time

Job summary

AgileOne Group in Oakland, CA is seeking a Program Manager to oversee the MSP program and Technology Suite for AgileOne accounts. You will support the vendor management tool, ensure data integrity, and manage client services staff to deliver a profitable program.

You will drive client satisfaction, develop relationships with managers and suppliers, and identify opportunities to expand services across the ActOne Group Companies. Strong organizational and communication skills are essential.

Qualifications

• Experience managing enterprise MSP programs or vendor networks.
• Strong customer service orientation and relationship-building skills.
• Ability to lead teams and coordinate cross-functional staff.

Responsibilities

• Oversee AgileOne’s MSP program for clients, suppliers, and contingent workers.
• Maintain account data integrity and ensure timely billing and reporting.
• Lead Client Services Staff, coach on best practices, and promote program growth.

Skills

Project management

Vendor management

Client service

Team leadership

Job description

SUMMARY OF RESPONSIBILITIES:

The Program Manager (PM) is responsible for overseeing AgileOne’s MSP program. The PM works with Client Users, Supplier Partners, and Contingent Workers participating in the MSP Program and/or Technology Suite for AgileOne Accounts. The PM will support and manage the effective and efficient use of the AgileOne Vendor Management Tool, or 3rdparty VMS facilitate the processes and manage compliance with the contingent workforce management program defined by the client and AgileOne Management. The PM is responsible for the integrity and accuracy of the account-specific database; management of the Client Services Personnel assigned to the account; and management of an efficient, profitable program in accordance with the projections, policies, and procedures developed by the AgileOne Management Team. The PM will contribute to the professionalism of AgileOne by consistently providing a high level of customer service to the client, suppliers, and contingent workers.

This position is responsible for providing outstanding customer service and generating additional business opportunities throughout the client’s geographic footprint for all vertical of the ActOne Group of Companies.

DESCRIPTION OF ESSENTIAL DUTIES AND FUNCTIONS (each duty function listed indicates % of time):

IMPLEMENTATION 25%

• Partner with and support the efforts of the Implementation Team.
• Recruit and hire additional Client Services Staff as needed.
• Provide user training to client and supplier users as needed. This task will be ongoing and continue after implementation.
• Ensure project documentation is updated and archived and can be retrieved for audit, review, and legal purposes.
• Implement and maintain Client’s policies and procedures, ability to document these policies and train additional staff on same.
• Maintain existing support supplier contracts and negotiate contracts with new suppliers as needed.

ACCOUNT MAINTENANCE 50%

• Promote an understanding of the AgileOne Program with managers, suppliers, and contingent workers
• Develop relationships with key managers/end users to develop additional business opportunities.
• Act as liaison between client and suppliers on requirement issues while maintaining the integrity of our Service Level Requirements.
• Act as point of contact for systems issues between client or suppliers, and System Development Team.
• Ensure the timely delivery of regular billing and any required management reports to client, suppliers, or corporate office.
• Act as the point of contact between AgileOne Corporate and suppliers for any contractual, accounting or payment inquiries.
• Identify and promote opportunities for other ActOne Group Companies when possible.
• Conduct regular reviews (usually quarterly) to survey client satisfaction with both AgileOne and Supplier Performance.
• Support Branch offices and suppliers in increasing business through periodic meeting to discuss recruitment, trends and challenges.
• Create and maintains a Client Project tracker, memorializing every project and commitment agreed upon with the client.
• Make use of information contained in the tracker to build problem resolution skills and to maximize the quality of support and the timeliness with which it is provided to customers.

CLIENT SERVICES TEAM MANAGEMENT 25%

• Hire, train and manage the Client Services Professionals and support staff.
• Motivate, encourage and develop staff through ongoing training and mentoring.
• If managing multiple client sites, develop a meeting schedule to promote communications and promote team environment.
• Other duties and special projects as assigned.

TASKS MAY INCLUDE THOUGH ARE NOT LIMITED TO:

• DAILY
  • Pull engagement reports for all new contingent worker starts
  • Document exceptions to client’s rules/policies
  • Document items on issues log for weekly review with manager
  • Project meetings, process improvement, issue resolution, communications of updates
  • Relationship development with managers and suppliers (catch-up meetings, water-cooler conversations)
  • Best practices to continue streamlining processes and produce cost savings (decrease/eliminate manual tracking/process log)
  • Meeting with client stakeholders and end users
  • Create ad-hoc reporting as needed - involve Shared Services / Power BI as needed
  • Practicing good communication etiquette (emails, VMs, Texts, meetings etc.)
• WEEKLY
  • Meet with team to discuss challenges and document action items
  • Client AP Meeting (if needed)
  • Review invoice delivery
  • Review program metrics (HC, Spend, etc.)
  • Adjustments to BST
  • Requisition meeting with Client Services Professionals (SLAs, req volume, headcount, aging, etc.)
  • Hosting supplier conference call to discuss program issues /what's going well
  • Training Hiring Managers
  • Training Suppliers
  • Stakeholder reporting meetings to discuss headcount, system audits, req volume, open req etc.
  • Verify assignment management of CSPs (ending assignments, extensions approvals, replacements/backfills etc.)
  • Review special bill TBDs and updates