Director of MSP Program Management (2026-3220) job in Remote

JOB SUMMARY
The Director of MSP Program Management will be responsible for the oversight, execution and operational delivery of MSP programs.  Will be responsible for ensuring program SLA achievement, service excellence and program execution and best practices that meet the client goals and objectives set for the program. Will supervise all Program Managers/Account Managers on or offsite at client programs.  Will be responsible for ensuring continuous growth and evolution of the MSP programs.

Will build out department and create the MSP program operations playbook that includes standardizing the following processes:

RESPONSIBILITIES
⬤ Define and oversee MSP Program operations roles and responsibilities from implementation and program launch through steady state to ensure successful transition effectiveness
⬤ Develop and maintain day-to-day MSP program operations guide templates for each MSP program
⬤ Establish QBR strategy and standardization for best-in-class quarterly delivery, including a standardized deck template for ease of use and program-level customization
⬤ Participate in quarterly QBRs for all programs
⬤ Lead SLA standardization and rollout across MSP programs
⬤ Define MSP Program Manager and Account Manager expectations and responsibilities
⬤ Create and leverage stakeholder matrix templates for every program
⬤ Provide oversight of all PMs and AMs, ensuring performance expectations are met
⬤ Ensure all programs receive high-touch service and delivery
⬤ Serve as the primary escalation point for all client issues related to program operations
⬤ Partner closely with Prolink Operations VPs and CRMs on growth pursuit strategies, maximizing wallet share and revenue
⬤ Ensure all PMs and AMs are fully trained and proficient in VMS systems, including training client end users and troubleshooting inquiries
⬤ Standardize supplier management conversations and feedback
⬤ Collaborate cross-functionally across the organization

REQUIREMENTS 
⬤ At least 5 years of MSP Program Management experience within workforce solutions
⬤ Proven leadership experience managing Program and Account Management teams
⬤ Strong background in driving operational effectiveness across MSP programs
⬤ Demonstrated success delivering exceptional service and sponsorship to MSP clients and key stakeholders
⬤ Experience meeting SLA performance targets, creating remediation plans when needed, and driving improved outcomes
⬤ Expert-level client consultation skills, providing recommendations that enhance operational efficiency, cost savings, and innovation
⬤ Collaborative experience partnering with Sales and Implementation teams to support new client launches and ensure seamless transitions and go-live
⬤ Ability to travel onsite up to 35%

PREFERENCES

Candidates with additional and relevant experience, education, licensing, or certification beyond the role’s requirements and/or specific to the nature of Prolink’s business will be given additional consideration in the candidate selection process.  If all minimum requirements are met, candidates with unique and/or diverse qualifications will also be given additional consideration.