Senior Manager, Outsourced Solutions
Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises 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 $3.8 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.
Do you want to work for a team that provides extraordinary solutions to our most critical clients? The Outsourced Solutions team is group of specialized Program and Delivery Managers running point on key enterprise client projects leveraging over 3,000 global freelancers. As a Senior Manager for the Outsourced Solutions team, you will have the unique opportunity to both demonstrate your program management expertise as well as lead a team who support these ongoing complex projects. You will utilize your background to consult on defining client strategy and deliverables. You will liaise between the client, several cross-functional teams (Account Management, Recruiting, Legal, Finance, Product, …), and your delivery team to execute world-class outsourced solutions.
Your Responsibilities:
- Manage a global delivery team of program management and administrative support specialists servicing a multi-language technical customer support program; regularly coordinate and allocate resources to ensure flawless execution of projects
- Build out processes and operational functions of the Upwork Outsourced Solutions project teams and assigned clients; serve as a point of escalation for our clients.
- Construct project plans and assist team members with theirs; also create and maintain comprehensive documentation
- Responsible for team's project deliverables and delivering weekly status reports on milestones and other KPIs; coordinate with Analytics to maintain and enhance client-facing PowerBI dashboards
- Actively communicate with executive stakeholders and all involved parties of the project (direct team and cross-functional partners) to identify and resolve any blockers to ensure continuity with project timelines
What it takes to catch our eye:
- Validated program management, project management and/or operational expertise with an advanced knowledge of the Upwork platform
- Proven track record in contact center operations or another large-scale outsourced service (BPO, etc)
- Ability to track multiple projects with many moving parts with an unwavering sense of urgency, initiative, and persistence
- Technical fluency in both the M365 and Google Workspace suites as the role requires toggling between the two
- Work cross-functionally to create ongoing skill development programs to ensure the delivery team stays ahead of latest M365 technologies and product developments
The annual base salary for this position in California and Washington ranges from $127,000 - 192,000. The range displayed reflects the minimum and maximum salary for this position in California and Washington, and individual base pay will depend on your skills, qualifications, experience, and location.
Come change how the world works.
At Upwork, you’ll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals. While we have physical offices in San Francisco and Chicago, currently we also hire full-time employees in 19 states in the United States.
At the core of our vibrant culture are shared values that form the foundation of our organization. These values revolve around trust, risk-taking, customer focus, and excellence. Our overarching mission is to create economic opportunities so that people have better lives. We foster an environment where individuals are encouraged to bring their authentic selves to work, nurturing personal and professional growth through development opportunities, mentorship programs, and participation in Upwork Belonging Communities.
We take pride in providing exceptional benefits to our employees. These include comprehensive medical insurance coverage for both you and your family, unlimited paid time off, a 401(k) plan with matching contributions, 12 weeks of paid parental leave, and an Employee Stock Purchase Plan. To explore these benefits in detail, as well as gain insights into our company values, working principles, and the overall employee experience, we invite you to visit our Life at Upwork page.
Check out our Careers page to learn more about the employee experience.
Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, 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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