Job Title: Support Process Manager Duration: 12 Months Assignment Location: Pleasanton, CA 94588 (Hybrid: 1-2 days a week)
Description: The Global Support Operations & Enablement team supports company’s Customer Support organization. GSOE provides program & portfolio management, operational support, technology solutions, learning & development, and analytical insights to help ensure the Customer Support organization’s success.
About the Role We are looking for a Support Process Manager to join our company Global Customer Support team on a contract basis. This role requires extensive interaction and collaboration across Global Support and other company groups, so the ideal candidate will be a self-starter, an exceptional communicator, a business process expert, and comfortable working cross-functionally. This role will help drive organization Support initiatives by identifying, documenting, and communicating processes and technologies that enable our team.
The Support Process Manager is responsible for planning, performing, and implementing process improvement initiatives, driving operational efficiencies, and supporting projects, programs, and other initiatives with process guidance. This role will also:
Diagram and evaluate existing processes. Identify new processes and document the current state vs. Future state.
Organize, lead, and facilitate meetings while co-ordinating with stakeholders and team members.
Review and analyze survey data and comments to identify trends, assist with developing and assigning customer and process improvement actions and report findings to the executive team in a timely manner.
Develop process flows and procedures based on key indicators for future improvement opportunities and aligning enhancements with identified process gaps.
Collect data to identify the root cause of problems and align with process requirements.
Provide consultation on the use of re-engineering techniques to improve and optimize process performance
Deliver presentations, provide process inputs, and content for training as needed, focusing on measurement, analysis, improvement, and adoption.
Survey and analyze best practices for techniques and processes.
Communicate process management progress and updates.
Perform cost and benefit analysis.
Note: The Company is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAhr@spectraforce.com.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $51.61/hr.
