Position Summary/Objective

OSV is seeking a Program Manager to lead the design, build, and ongoing ownership of new service programs. This role begins as a project manager collaborating with subject matter experts across the business to create the operational foundation for each new service: playbooks, training materials, SOPs, and the core assets needed to deliver. From there, the PM leads the engagement of OSV's PMO and consulting groups to define how the service will be delivered, driving alignment on the delivery model before go-live.

 Once a service is live, this role transitions into full program ownership, maintaining operational health, managing the day-to-day delivery partnership, monitoring performance, and driving continuous improvement over time. WOTC (Work Opportunity Tax Credit) is the first service in scope, with the potential to expand to additional service programs as portfolio demand grows. The right candidate brings familiarity with WOTC, Workday, and/or an HCM platform, and a proven ability to build structure, drive decisions, and own outcomes across the full lifecycle of a program.

Essential Functions/Duties/Responsibilities

• Program Development: Assist with the design and development of comprehensive shared service programs. including defining business requirements, defining milestones, and success criteria.
• Project Management: Manage all aspects of theShared Services Projects. including communication management, change management, user acceptance testing, risk management, and project reporting.
• Knowledge and Process Creation: In cooperation with OSVs Learning and Development team, develop training materials, documentation, and resources to support initiatives, ensuring that all materials are accurate, engaging, and effectively communicate critical concepts.
• Training Delivery: Coordinate and facilitate training sessions, workshops, and webinars for internal Shared Services teams, providing guidance on best practices, processes, and tools.
• Quality Assurance: Establish mechanisms to assess program effectiveness, solicit feedback from stakeholders, and adjust as needed to improve outcomes.
• Cross-functional collaboration: Work closely with various teams within OSV to align programs with overall business goals and strategies.
• Administration Project Management Tool: Ability to manage, configure, and optimize project management software to support project teams in planning, executing, and tracking projects efficiently.
• Continuous Improvement: Ability to systematically identify, analyze, and enhance processes, products, or services over time to achieve better performance, efficiency, and quality.

Competencies

• Effective & Clear Communication  Leadership Skills  Facilitation  Critical Thinking  Process Management  Organizational Skillsa0
• Must be able to cope in a fast-paced, demanding environment and manage sensitive, confidential issues.
• Problem-solving  must be able to identify and resolve problems in a timely manner; appropriately gather and analyze information and apply creative talents to problem-solving.
• Research - the ability to quickly and accurately research issues and propose solutions or courses of action.
• Confidentiality - the ability to maintain the confidentiality of sensitive Company and personal information.
• Demonstrated experience in Program Leadership, preferably in a similar industry.

Supervisory Responsibility

This role does not have supervisory responsibility.

Qualifications and Experience

• Bachelor's degree in business administration, marketing, or a related field; advanced degree preferred.
• Proven experience (5 years) in project management, preferably in technology, Business Process Outsourcing, Professional Services, or similar industries.
• Excellent communication skills, with the ability to effectively convey complex concepts to diverse audiences.
• Demonstrated ability to collaborate with cross-functional teams and build consensus among stakeholders.
• Experience with and knowledge of Workday is preferred.

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