Program Director, Operations

The Program Director will cultivate strong relationships with partners to realize the full value of the People 2.0 partnership, as reflected in improved sales opportunities, efficiency, and financial performance. They will help ensure client retention by delivering the highest possible level of customer satisfaction.

The Program Director works closely and collaboratively with the Implementations Team to help guide new partners (market makers) on the People2.0 journey. They will ‘handhold’ new partners from ‘going live’ through to Account Management and ongoing. The Program Director has expertise from an industry standpoint and can speak knowledgeably about the partners business, concerns, and goals. They help ensure that People2.0’s internal service team is adequately educated and aware of a particular client’s needs and expectations.

Stakeholder Management

• Establish rapport and maintain routine, meaningful contact with client personnel.
• Consult with partners to identify opportunities to enhance the People2.0 service experience.
• Maintain regular contact with partner operations team to strengthen relationships.
• Document interactions and use the information to improve service.
• Recommend and action items to improve partner experience and People2.0’s value-add.

Scope Management

• Maintain understanding of contractual terms, financial particulars, and scope of work.
• Ensure updated/new MSAs are implemented with teams, including notifying Finance of pricing changes.
• Update internal documents, SOPs of contractual updates and changes.
• Monitor internal standard operating procedures to ensure full commercial realization of program(s).
• Identify and implement opportunities for process improvements on a large scale. Act as primary POC for client during implementations of expansion activities. Ensuring additional services offerings are deliverable, implemented and contracted efficiently.
• Delivery of trainings of additional services offerings within current client programs.
• Identify and communicate opportunities to expand services in ways that add value, increase satisfaction, and help ensure client retention.
• Analyze program statistics to ensure compliance to any contractual KPI or SLA requirements.
• Conduct Quarterly Business Reviews with partners to review trends and align on roadmap.

Delivery Management

• Ensure that partners understand relevant best practices and standard operating procedures.
• Keep abreast of EOR/AOR market developments to provide strategic advice to partners.
• Accept service calls and inquiries from partners and manage appropriate follow-up.
• Identify urgent and critical issues that require escalation to HR, Risk, Legal or other Department Leaders, and promptly escalate those issues according to company policy.
• Manage service issues with a measured, controlled approach to deescalate and resolve efficiently.
• Design, develop and deploy surveys to measure key satisfaction metrics.
• Routinely engage internal teams to ensure their understanding of partnership needs.
• Act in a spirit of continuous improvement to optimize service, processes and procedures.