Senior Program Manager

Senior Program Manager – MSP Operations
Location: San Francisco Bay Area (Hybrid – 2-3 days in office)
Reports To: Managing Director / Operations Director

Salary: Benefits... $95,300 -$139,800, with a 401(k) plan, an annual $5,000 MBO bonus, and full benefits after 60 days.

Position Summary

We are seeking an experienced Senior Program Manager to lead and oversee Managed Service Provider (MSP) operations for key client accounts. This role is responsible for driving program performance, supplier engagement, client satisfaction, operational excellence, and profitability across a portfolio of workforce solutions programs. The ideal candidate will bring strong MSP leadership experience, a data-driven mindset, and a proven ability to manage client relationships, team performance, KPIs, SLAs, and program financials.

Key Responsibilities

• Serve as the primary escalation point for client and supplier issues.
• Build and maintain strong relationships with client stakeholders, program sponsors, suppliers, and internal teams.
• Lead and develop Client Services Professionals, Program Managers, and support staff.
• Drive achievement of all program KPIs, SLAs, and performance metrics.
• Manage supplier performance, engagement strategies, and strategic business reviews.
• Oversee workforce program operations through VMS platforms and related technologies.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Manage account profitability and P&L performance.
• Conduct business reviews, reporting, forecasting, and workforce analytics.
• Partner with cross-functional teams including Implementation, Legal, Business Development, and Shared Services.
• Ensure compliance with employment legislation, company policies, and operational procedures.

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 7 years of leadership experience within MSP, workforce solutions, staffing, or a related industry.
• 5 years of experience working with VMS platforms and workforce management programs.
• Strong supplier management, client relationship management, and operational leadership experience.
• Demonstrated experience managing KPIs, SLAs, program performance metrics, and financial performance.
• Experience managing teams and developing talent.
• Strong analytical, communication, and problem-solving skills.

Preferred Qualifications

• Global program management experience.
• Experience managing programs valued at $150M .
• Statement of Work (SOW) program experience.
• CCWP Certification.
• Experience with Power BI and workforce analytics tools.
• Deep understanding of labor and employment regulations.

Key Skills

• MSP Program Management
• Workforce Solutions
• Supplier Management
• Client Relationship Management
• P&L Management
• KPI & SLA Ownership
• Team Leadership
• Workforce Analytics
• VMS Technologies
• Continuous Improvement
• Strategic Planning

This role is ideal for a senior MSP professional who excels at leading teams, managing complex workforce programs, and delivering exceptional client outcomes in a fast-paced environment.