Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We are currently seeking a dynamic Project/Program Manager to join a renowned global organization. This position offers the opportunity to drive key service quality initiatives, improve operational performance, and shape the future of player support.

As the Project/Program Manager, you will play a crucial role in designing, leading, and executing service quality assurance programs while launching and managing a Center of Excellence. This is an exciting opportunity to enhance both agent and player experiences at scale, ensuring high-quality support is consistently delivered.

Key Responsibilities:

• Collaborate with the Senior Manager of Scaled Operations to define and implement a comprehensive strategy and roadmap for service quality assurance and the Center of Excellence.
• Lead two high-performing programs to set world-class service standards, improving global player support operations.
• Utilize quality and operational performance metrics to assess and refine service quality assurance and Center of Excellence programs, driving performance improvement.
• Establish a Center of Excellence to model exemplary service standards and identify scaling opportunities.
• Drive continuous improvement by evolving the service quality assurance program with a focus on evaluation accuracy, impact, and operational insights.
• Partner with cross-functional teams to align objectives and establish working agreements and stakeholder requirements.
• Maintain a feedback loop with internal stakeholders to share process improvement recommendations and execute quality assurance initiatives.
• Effectively communicate program and project status to stakeholders, including delivering executive-level presentations when necessary.
• Stay up-to-date on industry trends and technologies to enhance the effectiveness of service quality assurance efforts.

Ideal Candidate: The ideal candidate thrives in dynamic environments, is action-oriented, and has a strong ability to manage multiple projects simultaneously. A willingness to travel up to 25% to support global operations is required. If you're passionate about driving results and enhancing player-focused support, we want to hear from you!

Perks & Benefits:

• Medical, Dental, and Vision Insurance
• Life Insurance
• 401k Program
• Commuter Benefit
• eLearning
• Education Reimbursement
• Ongoing Training & Development

To qualify for our benefits package, you must work over 30 hours per week and the length of assignment must be a minimum of 10 weeks.

APPLICATION DEADLINE: 03/19/2025

To learn more about this Service Quality Assurance and Operations Lead opportunity, apply now! Our recruitment team will guide you through the interview process and advocate on your behalf.

Employer Details:

• Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
• Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
• Onward Search offers medical, dental, vision benefits, as well as a 401k program, for all eligible full time temporary assignments.
• Onward Search is a drug-free workplace.
• Onward Search is a nationwide staffing agency and talent solutions provider specializing in creative, marketing and technology. Our clients are continuously turning to us to fill their open positions. Therefore, there is no application deadline for this position, as we are seeking candidates for this type of role across all our clients on an ongoing basis.