IDR is seeking a dynamic and experienced Scaled Operations Program Manager to join one of our top clients in Mercer Island, WA. This role is perfect for a driven individual who is passionate about delivering high-quality support consistently and at scale. If you are looking for an opportunity to join a large organization and work within a team-oriented culture, please apply today!

Position Overview/Responsibilities for the Scaled Operations Program Manager:

• Partner with the Sr. Manager, Scaled Operations to define and implement a holistic strategy, roadmap, and resource model to scale, expand, and support our service quality assurance and center of excellence programs
• Lead two high-performing programs that unlock world-class service standards and raise the performance bar for global player support operations
• Leverage quality and operational performance metrics to determine efficacy of service quality assurance and center of excellence programs; refining the programs accordingly to improve performance outcomes
• Establish a Center of Excellence program, aimed at modeling world-class service excellence and identifying opportunities for further scale and impact
• Execute the evolution of our service quality assurance program, driving for accuracy of evaluation, increasing evaluation impact, and delivering operational insights for continuous improvement initiatives

Required Skills for Scaled Operations Program Manager:

• 7+ years in service quality assurance and/or operations functions; or a combination of education and experience
• 3+ years leading service quality assurance and/or operations functions
• Demonstrated experience in end-end service quality assurance program design, leadership, and execution
• Demonstrated experience leading high-performing operations support teams, ranging from small to large scale operations
• Demonstrated ability to lead multiple projects simultaneously, delivering against project requirements and timelines

What’s in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization
• Close-knit and team-oriented culture

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 11 years in a row