Outsource Program Lead

G&A Green, Ohio


Description

Glassdoor is searching for a Outsource Program Lead to join our Content & Community team. In this role, you will be the primary leader of the Content & Community Outsource Program. You will be responsible for facilitating and managing the operational processes of our remote/offshore partner teams within the Content & Community department. You will be the go to person for our Outsourcing Program, assisting other team members with the management of their outsource teams, providing guidance and best practices.

Responsibilities:

  • Work with the Content & Community leadership for resource planning and allocation across all work streams.
  • Provide administrative and resource management for Outsource Program.
  • Proactively manage both risks and opportunities and regularly communicate to the business and the partner as needed
  • Act as the liaison to the current outsource partners for relationship concerns, billing, contracts and negotiations.
  • Create, update, and maintain critical documentation related to processes and procedures for our workforce extensions teams within the  Content & Community department.
  • Provide training, leadership and process direction to new associates and on new workstreams.
  • Collaborate with partners to assist with the recruiting and selection of new agents, leads, and other associates.
  • Create and maintain accurate dashboards to effectively identify, monitor and report on key metrics
  • Optimize workforce performance with respect to quality and productivity.
  • Orchestrate business performance reviews to assess operational metrics/effectiveness on a recurring (quarterly) basis with partner teams. 
  • Travel to other Glassdoor office locations and partner locations.
  • Build strong relationships across diverse offices.

 Specific Hiring Characteristics/Targets:

  • Highly self-motivated individual with excellent leadership, relationship building, facilitation and interpersonal skills
  • Ability to support the Content & Community team in dealing with complex projects, training initiatives and dealing in difficult situations
  • Extremely detail-oriented and has a strong comfort with numbers
  • Ability to analyze data in pursuit of insights and provide recommendations
  • Enjoys working with international teams

 Requirements:

  • Bachelor’s Degree in business or related field
  • 5 years project management or related experience
  • Tech savvy with proficiency in Excel and Google Suite applications.
  • Excellent oral and written communicator with strong presentation skills
  • Experience analyzing metrics to determine outcomes, and recommending improvements based upon analysis.
  • Experience working with external vendors to drive large projects. 
  • Experience managing remote/off-shore resources and teams.
  • Ability to work under pressure, organize and prioritize responsibilities.
  • Can-do attitude with a problem-solving approach.
  • Ability to work independently as well as in a team environment.
  • Flexibility to travel - 15% including the ability to travel internationally up to 14 days at a time.

Why Glassdoor?

  • Work with purpose – join us in creating transparency for job seekers everywhere
  • Glassdoor gives back! Glassdoor is a Pledge 1% member; all employees receive 3 paid volunteer days per year
  • 100% company paid medical/dental/vision/life coverage, with 80% dependent coverage
  • Long Term Incentive Plan
  • Walking and running trail steps away from the office
  • Onsite gym and fitness classes
  • Free snacks and drinks
  • Your choice between Mac or PC
  • Paid holidays and flexible paid time off
  • Dog-friendly office
  • Free parking

Glassdoor is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.  Glassdoor is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.