Program Manager (MSP)

AgileOne Group; Oakland (CA); Presencial; USD 105.000 - 160.000; Jornada completa

Descripción de la vacante

AgileOne Group is seeking a Program Manager to oversee the MSP program, working with client users, supplier partners, and contingent workers. The PM ensures data integrity, manages account staff, and drives an efficient, profitable program aligned with AgileOne policies and client requirements.

The role emphasizes customer service excellence, program governance, and ongoing opportunity generation across the client footprint, with responsibilities spanning implementation, account maintenance, and

Formación

• Experience managing MSP/vendor programs.
• Strong client service orientation and relationship management.
• Project management and stakeholder coordination.
• Ability to train and onboard staff and users.

Responsabilidades

• Partner with Implementation Team and recruit client services staff as needed.
• Maintain account documentation, policies, and SLAs; support audits.
• Ensure timely billing, reporting, and issue resolution between client, suppliers, and internal teams.
• Lead client services staff and drive training and mentoring; promote team collaboration.

Descripción del empleo

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 3rd party 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

WEEKLY

• Meet with team to discuss challenges and document action items
• Client AP Meeting (if needed)
• 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
• 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

MONTHLY

• Supplier set up audit
• Run active engagement report, document spend vs # of assignments, discuss with CSPs and client
• Cost saving workbook preparation - and discussion with client
• SLAs workbook preparation - and discussion with client
• Review team call meeting minute and update action log
• Review SLAs and audit processes/internal performance metrics
• Review VMS release notes during team meetings
• Review system update requests for estimated time of activation
• Audit VMS for data integrity (rate card, MU, bill rate compliance)
• Extension/tenure management and report - review reporting before sending to client
• Meet with Agile One departments for issue resolution (SPE, BD, Billing, Legal, etc.)
• Account Plan update (by the 15thof each month)Monthly CS report
• P&L review with team

QUARTERLY

• Review supplier performance (Score carding activity)
• Create preferred supplier list based on performance metrics/ share strategy w client
• Hold supplier meetings to discuss program details
• Review and updated SOP
• Review and update Config Summary
• QBR preparation
• Governance council, meeting
• Team one on ones
• Review career roadmaps/performance with team
• Review Account Plan with manager

ANNUALLY

• Client and Supplier quality surveys
• Team member roadmaps
• Audits
• Update client/supplier/temps user guides
• Connect Conference
• Budget creation