Global Operations Program Manager

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What We'll Bring:

At TransUnion, we strive to build an environment where our associates are in the driver’s seat of their professional development, while having access to help along the way. We encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

What You'll Bring:

• 7+ years of project / program management expereince
• Strong organizational, program management / project management skills with high degree of comfort managing multiple projects / responsibilities with little direction or supervision.
• Deep expertise of customer operations with understanding of the dynamics and complexities of the business and proven ability to then deploy that expertise as a highly valued consultant to the business.
• Strong ability to work with senior leaders and associates having highly developed communication ability (verbal, written, and PowerPoint). Understanding the audience to be able to glean information when necessary and influence decisions.
• Must be able to compile, analyze, synthesize and summarize qualitative and quantitative information to address specific business needs and problems.
• Bachelor's degree or master's degree in business or related field

Impact You'll Make:

• This role will be responsible for the coordination, documentation, communication and overall execution of programs managed by the Global Customer Operations (GCO) business unit.
• This role will maintain the tracking and reporting of all initiatives, coordination of all meetings and communications as well as project deep dives and ensuring adherence to timelines.
• Additionally, from a program management perspective this role will be responsible for taking the lead on B2B Customer migration into the self-service portal.
• You will be tasked with developing programs to support the organization's strategic direction, as well as creating and managing long term goals.
• You will also oversee developing budgets and operating plans for programs and writing program funding proposals.

GCO Project Management

• Establish tools and systems to create tight controls over project and initiative management to ensure timely adherence to deadlines and resource management
• Serve as operations lead over intake and prioritization of projects and initiatives as well as acting as primary liaison to support the overall GCO business unit.
• Key contributor to GCO strategic plans and vision
• Partner with leadership to identify key milestones and requirements to ensure projects meet expectations
• Implement regular and recurring meetings on process and process updates to ensure maximal adherence
• Partner and collaborate while building trust with other matrix teams and LOB to expand service / support, credentialing, and reporting capabilities of GCO team including M&A integrations and Customer Onboarding.
• Improve current processes and coordinate organizational procedures for optimized efficiency and productivity
• Serve as a trusted advisor and brainstorming partner by providing independent, informed, unbiased insight including feedback derived from intimate organizational knowledge

Executive Meetings and Communications

• Establishing the team meeting cadences for weekly, monthly and quarterly meetings/QBR’s/Strategy sessions and the Bi-Annual Onsite Strategy sessions
• Build and develop relationships with all associate types across the organization  for increased efficiency and effective responsiveness into existing operations, and help to define new operational strategies, working with our executive teams on special projects
• Proactively escalate and resolve potential issues by calling them to the attention of the department head and identifying potential solutions
• Oversee daily operations through collaboration with team Leadership and department leaders, performing an array of administrative tasks from managing calendars to generating communication.
• Assist and communicate with executives in decision-making, program management, and initiative implementation
• Work cross-functionally to ensure consistency in all processes to maintain speed to revenue and to reduce process friction

Tracking and Reporting

• Oversee content creation for project and initiative support and adherence
• Work cross functionally to ensure metrics, KPI’s and reporting are aligned to demonstrate process adherence
• Leverage Enterprise tools and systems to streamline “at a glance” and “reporting on demand” for executive leadership
• Coordinate and own bi-weekly leadership readouts on all program progress and emerging issues

Portal Program Management

• Organizing programs and activities in accordance with the mission and goals of the organization.
• Developing new approaches to support the strategic direction of the organization.
• Creating and managing long-term goals.
• Developing a budget and operating plan for the program.
• Developing an evaluation method to assess program strengths and identify areas for improvement.
• Writing program funding proposals to guarantee uninterrupted delivery of services.
• Indirectly managing a team with a diverse array of talents and responsibilities.
• Ensuring goals are met in areas including customer satisfaction, quality, cost control, and team member performance.
• Implementing and managing changes and interventions to ensure project goals are achieved.
• Meeting with stakeholders to make communication easy and transparent regarding project issues and decisions on services.
• Producing accurate and timely reporting of program status throughout its life cycle.
• Analyzing program risks.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, tuition reimbursement, additional (following any short-term disability) 10 weeks of parental leave with gradual return, adoption assistance, fertility coverage, spousal and domestic partner benefits, charity gift matching, employee stock purchase plan, retirement contributions with employer match, organizational growth potential through our online learning platform with guided career tracks, and access to TransUnion’s Employee Resource Groups. 

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.

TransUnion's Internal Job Title:

Sr Advisor, Consumer Operations Support