HWS: Outsourced Program Implementation Manager

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.  

Last year, more than $3.3 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers. 

This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world.

The Outsourced Program Implementation Manager will play a pivotal role in implementing new Upwork Managed Service programs for our Enterprise clients. This role requires a seasoned professional with extensive experience in the staffing industry, encompassing full lifecycle staffing, pre-sales activities and recruiting. 

Work/Project Scope: 

• Collaborate closely with Account Management partners to conduct pre-sales activities including: scope projects, develop pricing models incorporating worker costs and markup to produce total cost and revenue forecasts, and outline statements of work.
• Coordinate cross-functional teams, particularly our Recruiting team, to ensure that we are receiving the appropriate type and caliber of candidates to staff programs.
• Drive the hiring and onboarding process for project workers, including setting up contracts on the Upwork platform, providing access to necessary Upwork tools and systems, and collaborating with clients to get workers set up with necessary client tools and systems.
• Establish program delivery documentation and trackers (e.g., Asana projects, financial trackers) to monitor project progress and financial performance.
• Potentially oversee program teams post-implementation for low-touch programs.
• Monitor program teams' contracts, time logged, and project dashboards to ensure compliance and performance standards.
• Conduct quality assurance on workers' deliverables and manage turnaround times effectively.
• Ensure timely reporting and resolution of project issues and client feedback.
• This assignment is remote and will require some flexibility across US time zones.

Must Haves (Required Skills):

• Demonstrated experience with project implementations within the outsourced staffing industry.
• Experience recruiting for Enterprise businesses.
• Proficiency in developing pricing models that yield cost and revenue forecasts.
• Hands-on experience in developing metrics for team performance evaluation and management.
• Ability to work effectively with cross-functional, distributed teams.
• Strong business acumen with excellent client and stakeholder communication skills.
• Excellent verbal and written communication skills; including informative, well-organized presentations
• Analytical mindset with the capability to break down complex problems into actionable components.

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. 

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