Mid-Market Program Manager

SUMMARY

The Mid-Market Program Manageris responsible for leading and managing the Program Management Office (PMO) team, comprised of Program Specialist(s), Program Coordinator(s), and other personnel as required to ensure successful program operation. The PMO is the primary contact for all operational aspects of the program with the customer and ensures the program is compliant with all contractual and other legal requirements, including achievement of all applicable service level agreements (SLAs) The PMO works directly with client users as needed to assist them in obtaining temporary personnel through the program, ensuring program compliance, mitigating and managing risk, data base management and reporting, developing and leading Quarterly Business Reviews (QBRs), oversee Services Procurement, Statement of Work (SOW) management, and organic growth. The PMO is also responsible for managing the performance of the associate vendor network (in coordination with the Acro Supplier Management Team) to maximize supplier performance and ensure compliance with program policies and processes. The PMO will be responsible for high volume Staff Augmentation and State of Work (SOW) business services.

DUTIES & RESPONSIBILITIES

Act as first primary/main point of contact for the PMO team and as the liaison between the client and the PMO team regarding day-to-day operation of the program.

• Strategically identify and surface opportunities within the client organization for program expansion into new locations, labor categories, services, etc., that will increase spend through the program and/or additional revenue and business opportunities for Acro.
• Create budget(s) for the program.
• Evaluate performance by extracting, organizing, analyzing, and interpreting data and metrics.
• Ensure high levels of customer satisfaction with Acro and the program. Be highly responsive to client needs and requests. Engage Acro corporate support resources as needed to resolve issues in a timely manner.
• Participate in quarterly associate vendor evaluation meetings, collaborate on associate vendor compliance, and other duties as assigned.
• Prepare and lead QBR meetings with client stakeholders.
• Ensure the program meets or exceeds all program SLA requirements. Manage the reporting of monthly SLA and KPI achievement. Initiate corrective actions as needed if program improvement opportunities are identified.
• Ensure timely and effective identification, response and resolution of all program issues including contract employee issues, time capture and approval issues, conduct regular meetings and training, co-employment and risk mitigation awareness.
• Enhance the Governance, Risk, and Compliance Management program to safeguard Acro, the client, and associated vendors from operating in a vulnerable manner.
• Create, drive, and facilitate the full adoption of the vendor management system (VMS) by the client, ensuring efficient integration and maximizing its benefits across the client organization and MSP program.
• Ensure PMO tasks and responsibilities are effectively distributed among the PMO team members and those tasks and assignments are clearly understood and completed in a professional and timely manner including but not limited to:
  • Ensure the accuracy and completeness of the data entered in XRM for all requisitions and personnel.
  • Ensure the quality of candidates presented to the client through the system.
  • Ensure that all required pre hire and new hire paperwork and actions required by the associate vendor network are completed in a timely and compliant manner within program guidelines.
  • Manage the client and program according to effective and efficient procurement practices.

• Coordinate with Acro Supplier Partnership Team to assure that program suppliers are motivated to provide the highest quality applicants in a timely manner and at a competitive rate and are properly trained in the XRM System, and maintain communication with the associate vendor network regarding the program, overall performance and other subjects as required.

REQUIRED QUALIFICATIONS

Location

• Remote (Ideally Mountain or Central US Time Zone)

Education

• Bachelor’s degree in Business Administration, Human Resources, other related field, or equivalent experiences.

Experience

• At least three (3) to five (5) years’ experience as a Program Manager in an MSP or Master Vendor program, ideally within the US Public Sector (Government).
• At least three (3) to five (5) years’ experience managing statement of work projects.
• Experience in the office/clerical, administrative, technical, medical, and/or light industrial sectors.

Skills

• Proactive and growth focused mindset
• Proficiency in the use of Microsoft Word and Microsoft Excel and PowerPoint.
• Ability to effectively develop good relationships with associate vendors, customers, employees, and managers.
• Ability to differentiate between and advise clients to utilize staff augmentation or statement of work.
• Ability to communicate with all levels of employee and client staff and handle all aspects of a large customer base.
• Ability to manage projects and change with high proficiency.
• Ability to respond effectively to employees, customers, and the associate vendor network with excellent customer service skills to produce positive outcomes.
• Superior written and verbal communication skills.
• Superior conflict resolution skills.
• Must have an understanding of the candidate recruitment process and resume evaluation for various job categories which may include technical, IT, professional, business operations, medical/clinical, and other categories required by the specific client.
• Ability to create reports for client review.
• Ability to multi-task and prioritize work, and delegate as appropriate, and manage to completion.

DESIRED QUALIFICATIONS

Experience

• Prior experience working as a manager or director for temporary labor and statement of work in technical, professional, business operations, and medical/clinical sectors.
• Prior experience in a sales or sales support role.
• Management of profit & loss (P&L) statements.
• Project management experience.
• Managing direct reports.

PHYSICAL DEMANDS

• Frequently sits, walks, and stands.
• May be required to occasionally lift up to 15 pounds.

WORK ENVIRONMENT

• While performing the duties of this job, the employee will work in a personal remote office environment.
• The noise level must be low.
• High volume and fast paced work environment.
• The employee is expected to meet client stakeholders virtually and in-person (as needed).

Acro values diversity in our workforce and is an Affirmative Action & Equal Opportunity Employer.