MSP Program Manager

Preferred Local to Sacramento: Hybrid (3 days Onsite/2 days remote)

About the Opportunity
SearchPros is seeking an experienced Program Manager to support client-facing MSP operations. This internal opportunity is ideal for a service-focused professional who can manage client relationships, supplier performance, contractor onboarding, reporting, compliance coordination, and vendor management system activities in a fast-moving staffing environment.

SearchPros Service Expectations
•    Deliver 5 Star Customer Service to internal and external customers every day.
•    Take ownership of seamless customer service, even when a request falls outside the immediate scope of the role.
•    Interact professionally with employees, customers, vendors, and suppliers.
•    Produce quality work within deadlines, with or without direct supervision.
•    Work effectively as a team contributor while communicating and coordinating work independently.
•    Report to work at assigned and expected times. The workday begins and ends when logging on and off the computer.
•    Remote work depends on the client worksite. Onsite attendance may be required for client requests, program meetings, or management direction.

Essential Responsibilities
Program Management
•    Establish and maintain strong, long-term professional relationships with key client contacts and represent SearchPros with credibility.
•    Act as a single point of contact for client managers, staffing suppliers, contractors, and other end users.
•    Establish priorities, meet deadlines, and demonstrate strong organization, interpersonal communication, and presentation skills.
•    Identify opportunities for program growth and partner with executive management on potential new client services.
•    Maintain clear communication with the Director of MSP Operations and executive leadership to support successful client service delivery.
•    Drive process improvements that increase productivity and overall program performance.
•    Escalate and facilitate resolution of issues raised by client contacts or end users.
•    Create Quarterly Business Review reports and participate in client QBR presentations.
•    Track and report client SLAs, escalate risks internally, and initiate corrective process improvements when needed.
•    Partner with client contacts to ensure job descriptions and requirements are clearly defined.
•    Ensure client requisitions are distributed to suppliers within two hours of receipt, manually or through the vendor management system (VMS).
•    Oversee timely contractor onboarding and ensure applicable client requirements and Master Services Agreement obligations are met.
•    Use SearchPros internal systems, including Intacct and JobDiva, to support program operations.
•    Coordinate responses to payroll, benefits, holidays, and related questions, escalating to the appropriate owner when necessary.
•    Notify Human Resources of potential labor-law or compliance issues, including ADA, wage and hour, FLSA, OSHA, workers compensation, EEO, FMLA, harassment, and ACA matters, in partnership with Onboarding when applicable.
•    Generate program reports requested by SearchPros or the client and maintain current program-specific procedure manuals.
•    Perform other duties assigned by the direct supervisor or company executives.

Supplier Management
•    Develop and maintain professional relationships with staffing suppliers and serve as the primary contact for requisition, billing, and program questions.
•    Source and onboard new suppliers and enforce client-specific policies and processes.
•    Maintain open communication with suppliers regarding requisitions, program changes, and anticipated volume.
•    Resolve or escalate supplier employee matters, including performance and assignment-ending issues.
•    Research and resolve supplier payment and billing inquiries through Intacct or the Accounting Department.
•    Escalate supplier performance, compliance, and policy concerns through the appropriate internal and supplier channels.
•    Analyze supplier performance metrics, including resume submissions, interview-to-hire activity, and new hires.
•    Ensure supplier compliance with SearchPros Supplier Agreements, related attachments, and the MSP Vendor Program Guide.

VMS Management and Oversight
•    Serve as the primary contact for VMS questions and issues across all end-user groups.
•    Deliver VMS training to client managers and approvers, suppliers, contractors, and other end users.
•    Maintain mastery of day-to-day and strategic VMS functions supporting client-specific processes.
•    Provide system support, identify the proper escalation path, and coordinate issue resolution with the VMS provider.
•    Participate in VMS training and update calls to maintain current knowledge of system functionality.
•    Maintain current training materials, user guides, and an internal VMS system guide.
•    Generate program-related reports requested by SearchPros or the client.

Production Expectations
•    Respond efficiently and effectively to program inquiries.
•    Meet client SLAs while consistently delivering 5 Star Customer Service.

Qualifications
•    Strong problem-solving, organizational, and time-management skills.
•    Strong working knowledge of Microsoft Excel, Word, PowerPoint, and Outlook.
•    Ability to thrive in a fast-paced, changing environment while meeting deadlines.
•    Detail-oriented with the ability to manage multiple priorities.
•    Comfort learning and using business software and client systems.

Education and Experience
•    Five or more years of business-to-business customer service experience, or three or more years of HR or staffing-industry experience.
•    BA/BS degree or an equivalent combination of education and experience.

Ability to pass Background, Drug Screen and if applicable Medical Screenings (i.e. Vision, Hearing, or Physical) if Required by Client.
Medical, dental, vision, ancillary coverage and 401k benefits are available.