About the team

The Company Delivery Centers (SDCs) are Company’s one stop shop for repeatable operations work. The SDCs strengthen the operational backbone of Company by removing operational complexities for business teams by proposing and executing on appropriate staffing strategies for operational work (automated, insourced, outsourced or blended).

• What you’ll do

As an SDC Program Manager, you will be instrumental in driving the successful integration of new business functions at the SDC. With a growing number of teams at Company looking to enhance their operational capabilities at the SDC, you will partner closely with these teams and will be responsible for their successful launch.

Some of your responsibilities will include identifying suitable workflows, conducting volume and capacity planning, advocating for and implementing process improvements, collaborating ​​with others to develop appropriate tooling and reporting solutions, and closely engaging on the recruitment process. We’re also looking for someone to help us build and improve the overall intake process by testing new processes and providing critical input on what does and doesn’t work well. This is a highly cross-functional role in which you will collaborate with many different teams across Company.

• Scoping incoming work for the SDC
• Partnering with incoming business teams to understand current processes and workflows in order to design operationally excellent processes at SDC
• Partnering with Ops and SDC stakeholders to shape high level training plans and quality processes
• Working with incoming teams to inventory and implement tooling and access requirements
• Identifying key risk areas in the workflow and help design checks and control procedures
• Supporting recruiting activities (functional questions, written prompts, interviewer panels)
• Lead and manage multiple transition projects to the SDC concurrently, ensuring effective development and execution of cross-functional initiatives.
• Who you are
• We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
• 7-9 years of demonstrated program and project management experience, with a proven track record for operationalizing and scaling cross-functional organization-wide programs from the ground up
• You have experience in a strategic, analytical and operational role in fast-paced environments, and are comfortable taking initiatives from conception to launch
• Excellent collaboration, communication, and relationship building skills.
• Experience executing and delivering complex operational projects that involve multiple stakeholders
• Analytical approach to decision-making. You are meticulous, objective and skilled at using metrics to drive decisions
• Experience in fast-paced, high-growth environments and can manage several tasks in tight timelines and can manage shifting priorities
• You are highly organised and are comfortable operating autonomously in ambiguous and complex environments.