Manager, Program Support Operations

Who We Are
 

Magnit is the future of work. Serving hundreds of the world's most recognizable brands for the past 30+ years, Magnit offers the industry's first holistic platform for the modern workforce. Magnit's integrated workforce management (IWM) platform supported by data, software, intelligence, and best-in-class services team is key to our clients' success. It can adapt quickly to regional or industry economic shifts, and provides the speed, scale, flexibility, transparency, and expertise required to meet an organization's contingent workforce management, talent strategy and broader organization goals. At Magnit, you'll work with passionate colleagues who collaborate and deliver meaningful results that positively transform the largest companies around the globe. 

Why Magnit:

Magnit is the future of work. Serving hundreds of the world's most recognizable brands for the past 30+ years, Magnit offers the industry's first holistic platform for the modern workforce. Magnit integrated workforce management (IWM) platform supported by data, software, intelligence and best-in-class services team is key to our clients' success. It can adapt quickly to regional or industry economic shifts, and provides the speed, scale, flexibility, transparency and expertise required to meet an organization's contingent workforce management, talent strategy and broader organization goals. At Magnit, you'll work with passionate colleagues who collaborate and deliver meaningful results that positively transform the largest companies around the globe.  

Primary Responsibilities

• 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 support 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 environment.
• 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 PRO's client programs.

Minimum Qualifications

• Bachelor's 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, you'll be joining an innovative, high-growth environment and can quickly make an impact to help transform the largest companies in the world. You will 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 PTO and benefits package, including 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
 

If this role isn't for you

Stay in touch, we will let you know when we have new positions on the team.

To see a complete list of our open career opportunities please visit.

To do our best work we need different viewpoints. Therefore, we celebrate diversity and embrace inclusion.

As an equal opportunity employer, we are dedicated to building a team that represents a variety of backgrounds, perspectives, and skills.  We strive to ensure that we maintain a positive and enriching work environment for all.