Who We Are

PRO Unlimited is the future of work. Serving hundreds of the world's most recognizable brands for the past 30+ years, PRO Unlimited offers the industry's first holistic platform for the modern workforce. PRO'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 PRO, you'll work with passionate colleagues who collaborate and deliver meaningful results that positively transform the largest companies around the globe.   

About the Role

The Lead role, within the Program Support Operations team, plays an important role in partnering with our Client Services organization to provide high caliber operational support that keep our client programs functioning on a day to day basis.   Each member of the team will support a variety of critical functions for our client programs including: facilitation of the onboarding and offboarding process for contingent workers, report generation for both internal and external stakeholders, customer service for external inquiries, and more.  At the foundation of this role, the Lead is responsible for proactively managing and providing support for client accounts while also providing direct management for a team of 10 - 15 Sr. Specialists & Specialists.  As a senior member of the team and first line manager, Leads are expected to act as leaders for others in the department and act as the department model for a high standard of work performance and output.   The Program Support Operations team within PRO Unlimited offers a unique opportunity for team members to apply their interest in delivering top notch client support, while applying principles of operational excellence to ensure the support provided is also consistent, efficient, and scalable for future company growth.

What You Will Do

• Lead team of Sr. Specialists and Specialists to deliver superior quality results with a continuous emphasis of meeting department established SLAs and improving quality/ efficiency metrics.
• Collaborate with Program Support Operations management team to lead and support on any department wide initiatives.
• Create effective development plans for direct reports to ensure retention and productivity, while helping to foster a success-oriented, accountable environment.
• Act as a partner to Client Services team by leading check-in discussions to further develop understanding on how to best provide the level of support required by the client
• Regularly review team processes to improve accuracy, scalability, and efficiency of processes.  
• Partner with internal PRO Client Services team to 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.  Utilize subject matter expertise in Program Support Operations processes and procedures to be able to act as primary support to the existing team for day to day support and trainer for new staff.
• Take initiative to apply Program Support Operations knowledge to provide support and leadership for department wide initiatives and overall support for PRO's client programs.
• Support newly implemented and/ or complex client processes to resolve issues and establish best practices.
• Facilitate the onboarding, extensions, and offboarding processes for contingent workers, including securing contingent worker employment documentation and facilitating the background check process 
• Provide support as needed to contingent workers, our staffing supplier partners, and client managers.  This includes responding to inquiries, basic issue resolution, and securing timecard submittals and approvals 
• Prepare, review, and deliver a variety of reports for both internal and external stakeholders 
• Develop proficiency within the respective client Vendor Management System (VMS) that includes updating and maintaining data to ensure accurate records are maintained such as worker extensions, pay/ bill rate adjustments, cost center updates, etc.
• Consistently evaluate regular processes for opportunities to implement efficiencies, which will reduce time spent and ensure adequate controls are in place to support future growth, accuracy, and sustainability
• Manage client related processes to ensure client SLAs and internal department SLAs/ deadlines are consistently met
• Act as an initial point of contact with contingent workers to address issues and refer/ escalate to the appropriate contact/ department within the PRO organization as needed