Director, Program Support Operations - #970580

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.

About The Role

Magnit’s Program Support Operations (PSO) team is embarking on a transformation journey to standardize, optimize, and automate several critical and high-volume processes. The Director, Program Support Operations will play a critical role in overseeing a large team of PSO Specialists in India who execute those processes. In addition to managing the PSO team, this role may also provide leadership for other operational departments within Magnit. This role will be split between managing team Managers and Leads to ensure department KPIs are being executed to, as well as working closely with PSO counterparts in the US to ensure team is executing to defined department strategy and goals.

What You Will Do

• Manage team of Managers, 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, while remaining within department operating budget.
• Compile and analyze results from SLA/ KPI reporting to create, present, implement recommendations to improve the overall efficiency, capacity, and accuracy/ quality of the team.
• Create effective development plans for direct reports to ensure retention and productivity, while helping to foster a success-oriented, accountable environment.
• Participate and ensure team engagement in strategy and execution of department transformation initiatives.
• Regularly review team processes to improve accuracy, scalability, and efficiency/ automation of processes.
• 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.
• Support above responsibilities for other departments within Operations/ Magnit as required.
  
  
  

What You Will Need

• Bachelor’s degree, Master’s degree preferred
• 18-20+ years of relevant experience, with 7+ years of increasing managerial experience.
• Strong administrative, organization and customer service skills.
• Ability to create and maintain strong effective teams.
• Excellent written and verbal communication skills.
• Fluent written and spoken English.
• Ability to build strong relationships and communication effectively with internal and external stakeholders.
• Employs strong analytical and problem-solving skills to manage shifting priorities, demands, and timelines.
• Positive, can-do attitude with the ability to succeed in a fast-paced work environment.
  
  
  

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.

https://magnitglobal.com/us/en/company/careers.html

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.

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