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Scaled Operations Program Manager

Location: Mercer Island, WA

Job Type: contract

Company: IDR

Category: Project Management

Job Description Apply Now

IDR is seeking a dynamic and experienced Scaled Operations Program Manager to join one of our top clients in Mercer Island, WA. This role is perfect for a driven individual who is passionate about delivering high-quality support consistently and at scale. If you are looking for an opportunity to join a large organization and work within a team-oriented culture, please apply today!

 

Position Overview/Responsibilities for the Scaled Operations Program Manager:

 

• Partner with the Sr. Manager, Scaled Operations to define and implement a holistic strategy, roadmap, and resource model to scale, expand, and support our service quality assurance and center of excellence programs
• Lead two high-performing programs that unlock world-class service standards and raise the performance bar for global player support operations
• Leverage quality and operational performance metrics to determine efficacy of service quality assurance and center of excellence programs; refining the programs accordingly to improve performance outcomes
• Establish a Center of Excellence program, aimed at modeling world-class service excellence and identifying opportunities for further scale and impact
• Execute the evolution of our service quality assurance program, driving for accuracy of evaluation, increasing evaluation impact, and delivering operational insights for continuous improvement initiatives

Required Skills for Scaled Operations Program Manager:

 

• 7+ years in service quality assurance and/or operations functions; or a combination of education and experience
• 3+ years leading service quality assurance and/or operations functions
• Demonstrated experience in end-end service quality assurance program design, leadership, and execution
• Demonstrated experience leading high-performing operations support teams, ranging from small to large scale operations
• Demonstrated ability to lead multiple projects simultaneously, delivering against project requirements and timelines

What’s in it for you?

 

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization
• Close-knit and team-oriented culture

Why IDR?

 

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 11 years in a row

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.

Apply Now