Our client, the world's leading search engine and technology company, is seeking a Program Manager. This is a 9 month contract hybrid remote position located in San Bruno, CA.

Summary:

• The team creates, manages, and maintains help content across various scaled support levers.
• The team collaborates cross-functionally to streamline communications and operations, and optimizes processes for large-scale help initiatives, ensuring efficiency throughout the support system.

Responsibilities:

• Manage operations workflow, forecasting, and delivery for a vendor workforce, while monitoring progress against goals and managing operations to meet and exceed KPIs.
• Deep dive and perform root cause analysis to understand the drivers for low performance and partner with the vendor supplier to drive improvement.
• Identify opportunities for process optimization.
• Partner with the stakeholders to develop and socialize scalable metric documentation.
• Improve Key Performance Indicators by evolving the Quality Assurance system to better identify, measure, and identify improvement opportunities in team performance.
• Work as a member of a team, collaborating closely together and jumping in to help out with some operational tasks.
• Track vendor performance against key metrics (KPIs).
• Address performance issues promptly and collaborate with vendors to implement corrective actions.
• Support a global quality assurance program, driving consistency and continuous improvement across writing quality, and process adherence.
• Create new and refine existing scalable documentation as processes change; develop comms to ensure that all impacted stakeholders and teams are aware of any updates .

Requirements:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in program management
• Strong organizational and planning skills.
• The ability to manage multiple projects simultaneously and ensure content is delivered on time.
• Ability to work independently and drive projects to completion with minimum guidance and high attention to detail.
• Ability to influence others with excellent written and verbal communication skills, including presentation development and delivery.
• Strong team player with the ability to thrive in a fast-changing, often ambiguous environment.
• Excellent communication skills.
• Both written and verbal communication for clear and concise communication with stakeholders.
• Technical aptitude and analytical skills.
• Ability to understand data, use content management systems (CMS), and make data-driven decisions.
• Attention to detail: Ensuring accuracy and quality in content production and delivery.
• Strong problem-solving skills.
• The ability to identify and resolve issues related to content workflow and processes.
• Project management skills.
• Experience with project management methodologies and tools.
• Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

Desired:

• Experience operating within support organizations.
• Excellent project manager and self-starter, with the ability to work independently and on multiple initiatives at the same time.
• Excellent leadership, communication, project management, and analytical skills.
• Ability to work globally and cross-functionally in an ambiguous environment.
• Excellent problem-solving skills and impeccable business judgment.
• Proven ability to prioritize and manage multiple work streams at once without sacrificing quality of work or timeliness.
• Experience with vendor management.
• Proven ability to work with our partners (Vendor Operations and vendor agents) in a positive, productive way that encourages collaboration.

Pay rate range: $50.59 - $56.99 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 year s.

• 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.