Manager, Enterprise Program Success
Upwork ($UPWK) is the world's largest freelancing website. Each year $1.7 billion of work happens through Upwork, allowing businesses to get more done and helping professionals break free of traditional time and place boundaries and work anytime, anywhere on projects they love. At Upwork, you'll help build on this momentum. Together, we'll create economic and social value on a global scale, providing a trusted online workplace for businesses to connect with extraordinary talent and work without limits.
Upwork is voted #1 place to work in Chicago! - 2019
- Hire, train, lead and manage a team of Program Managers to provide extraordinary service for our Enterprise Customers.
- Represent Upwork Enterprise to our clients and lead the day to day operations of our Enterprise program.
- Identify, research and resolve program operational issues related to service fulfillment, product and critical issues, independent contractor compliance, reporting and billing.
- Develop positive working relationships with client Champions, internal Upwork teams, freelancers, and raise issues when needed.
- Collaborate with the Sales, Operations, Product, Billing, Compliance, and Solutions teams to architect world-class freelancer programs and standard operating procedures.
- Advocate for our clients as the voice of the client with cross-functional teams such as Compliance, Operations, Billing, and Product Management.
What it takes to catch our eye:
- 5+ years experience in day to day operations in a post-sale and a hyper-growth environment or within the Human Capital Management space
- Experience working with multiple clients and crafting operational playbooks to ensure service quality and responsiveness for reported issues
- Proven success in expansion, up-sells and retention in a highly driven environment
- Intimate knowledge in training customers through multiple mediums
How to really knock our socks off:
- Experience with VMS or ATS platforms and the source to pay lifecycle for contingent workers specifically around invoicing and payments
- Moderate to experienced knowledge in Labor Market and trends that affect the customer’s ability to complete work
- Exceptional troubleshooting skills with an emphasis on task quality (thorough, attention to detail and, accountable)
- Moderate to experienced knowledge in crafting processes within a start-up environment
- Flexibility and willingness to learn, adapt and take on new tasks
- Excellent organizational skills and great enthusiasm for data-driven insights to allow you and your team to complete a project from inception to completion
- Standout colleague with strong communication and presentation skills
- Strong abilities with Excel, Salesforce and Google Suite specifically analyzing and crafting ad-hoc reports
Come change how the world works.
At Upwork you’ll help shape the future of work. From our offices in San Francisco, Santa Clara and Chicago, together we’re creating exciting new opportunities for a world of professionals. You’ll be part of a vibrant culture built on shared values: Inspire a boundless future of work, Put our community first, Have a bias towards action, and Build amazing teams. Along the way you’ll have fun and enjoy the perks of a people-first company: Work from Home Wednesday's, daily breakfast and lunch, regular in-office happy hours, top-notch benefits … and more. Check out Upwork’s spotlight on The Muse for a glimpse of our daily work/life balance.
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.