Program Manager - Inbound Operations Quality

Our client, the world's leading search engine and technology company, is seeking a Program Manager - Inbound Operations Quality. This is a 6 month + contract position located in Chandler, AZ.
Summary:

• This role will support the development and execution of our quality framework.
• The quality framework is required as we transition to vendorize the team's customer support and call center operations.

Responsibilities:

• Create and manage the Quality Programs and work in close partnerships with vendor partners and key client stakeholders continually to improve quality.
• Work to identify areas of opportunity within the Quality program, striving for continual improvement in the team's ability to effectively resolve Customer and driver issues.
• Track and report on Call Center Operations Quality metrics.
• Oversee agent quality triage in partnership with vendor team.
• Work with relevant stakeholders on improvements to training and Standard Operating Procedures as identified through Quality reviews.
• Ensure effective implementation by the vendor quality team ensuring consistency of standards and scoring implementation.
• Ongoing improvement of quality strategy.
• Create quality dashboards and report out quality insights to cross functional teams to drive improvement.
• Various PgM tasks related to process development, optimization, ad hoc work creating docs, presentations, spreadsheets.
• Create and manage the Quality Programs and work in close partnerships when vendor partners and key client stakeholders continually to improve quality.
• Work to identify areas of opportunity within the Quality program, striving for continual improvement in the team's ability to effectively resolve Customer and driver issues.
• Track and report on Call Center Operations Quality metrics.

Requirements:

• BA/BS degree or equivalent practical experience.
• 8+ years' experience working in Quality, Operations, Technology, Logistics, Transportation and/or aviation industries.
• 5+ year experience managing Quality Programs.
• Superb data driven leadership and communication skills.
• Customer Support experience.
• Experience with RFQ, RFP, SOWs and creating contracts.
• Communications Management (PgM/TPgM):
  • Ability to listen effectively to stakeholders, to communicate program goals, progress, and health to them in a manner tailored to their interests and concerns at all levels, and to drive understanding and inform decisions.
  • Typical artifacts include communications plans, metrics and status reports, decision logs, newsletters, and websites.
• Continuous Improvement (PgM/TPgM):
  • Ability to establish systems to identify improvements and drive future needs around business processes, products, or services on an ongoing basis, through measurement of performance, progress, and success metrics.
  • Typical artifacts include metric plans (e.g., leading and trailing KPIs), dashboards, trend analyzes, control charts, and retrospectives.
• Execution and Governance (PgM/TPgM):
  • Ability to organize and manage the activities that lead to the outcomes of a project: what, who, when, and how.
  • Adjust ???levers??? (e.g., schedule, staffing, features) to deliver results on time.
  • Effectively monitor and communicate progress, risks, and mitigations.
  • Typical artifacts include governance plans, project trackers, status reports, OKRs, retrospectives, and escalation reports.
• Managing Organizational Change (PgM/TPgM):
  • Ability to discern when a change is appropriate and to drive change across the organization, working closely with partner teams to manage and communicate changes, introducing them in the least disruptive manner.
  • Put systems and mechanisms in place to facilitate future changes.
  • Typical artifacts include rollout plans and impact analyzes.
• Planning (PgM/TPgM):
  • Ability to identify stakeholders and work with them to strategize, plan, and prioritize objectives, estimate task durations, and ensure schedules and dependencies are aligned and support those objectives.
  • Leverage a variety of methodologies (e.g., Agile, Waterfall) to make teams most effective.
  • Typical artifacts include proposals, program charters, project plans, OKRs, roadmaps, and risk registers.
• Stakeholder Management (PgM/TPgM):
  • Ability to forge and maintain effective program teams within and across an organization, understand and address their needs and health, and support them throughout the lifecycle of their undertaking. Typical artifacts include RACI charts, stakeholder maps, OKRs, and CSAT reports.
• Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

Pay rate range: $57.72 - $64.12 hourly.
If you have the described qualifications and are interested in this exciting opportunity, please apply!
Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF)
• Remote opportunities available

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.