Program Manager

Insight Global · Richmond · $80,000 (stated in the posting)

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MONUMENT IS BUILT ON A COMMITMENT TO OUR PEOPLE AND OUR SHARED VALUES. THROUGH OUR GENUINE PASSION FOR DELIVERY, RELENTLESS PURSUIT OF PERFECTION, AND BOLD DECISION MAKING, WE ARE CREATING A MORE AGILE CONTINGENT WORKFORCE SO BUSINESSES CAN DREAM BIGGER AND ACHIEVE MORE.

WE ARE MONUMENT

Our passion is helping clients gain full transparency and control of their contingent workforce while achieving best-in-class performance in cost, quality, and compliance. Best of all, we make it easy.

• Founded in 2003 with a sole focus on Contingent Labor programs and consulting services
• Consultants at our Core – Monument maintains a highly analytical consulting services team which provides a strategic approach unmatched by peer MSPs
• Global MSP with an ecosystem of partners spanning 50 countries and all major regions
• Vendor neutral model relies upon a trusted partner and supplier community
• Partners with industry-leading VMS systems
• More “Gen 1” implementations than any other MSP over the last 5 years.
• Seamless extension of client HR, sourcing, business units, vendors and contractors

OUR SHARED VALUES

• EVERYONE MATTERS
• WE TAKE CARE OF EACH OTHER
• LEADERSHIP IS HERE TO SERVE
• HIGH-CHARACTER AND HARD WORK ABOVE ALL ELSE
• ALWAYS KNOW WHERE YOU STAND
• EXCELLENCE ISN’T THE EXPECTATION, IT’S THE MONUMENT STANDARD

Position Title: Program Manager

Position Summary

The Program Manager (PM) is responsible for the management of the day-to-day operations of the client’s Vendor Management (VMS) and Managed Services Program (MSP). The PM will be responsible for establishing standard processes and procedures for day-to-day operations. The PM supervises the day-to-day activities of the account management team(s) and ensures proper service is maintained to support the client’s business requirements and the meeting of all clients specified SLAs. In this role the PM supports the Program Director in governance, strategic roadmap execution, and client relationships.  The PM is expected to oversee multiple client relationships dependent on client spend/headcount amounts (larger accounts may require a dedicated PM). 10-50% travel (depending on client(s)).

Core Responsibilities

• Build and maintain strong day-to-day relationships with program sponsors, business leaders, hiring managers, suppliers, and internal partners.
• Collaborate within Monument Consulting Account Management, Reporting, Finance, IDSS, Supply Chain, Legal, and other internal teams to complete program deliverables and resolve operational dependencies
• Act as a strategic partner to clients, proactively challenging assumptions and recommending best‑practice solutions that strengthen business outcomes
• Own and drive execution of the strategic roadmap, projects and initiatives including conducting regular client and internal status meetings
• Execute on strategic projects and initiatives.
• Collaborate with internal teams to create EBR and deliver to client.
• Participate in Program Governance meetings with key client stakeholders.
• Works with Director and Business Development Director to identify and pursue client expansion opportunities into new service areas or business lines
• Use data analytics to deliver recommendations, identify optimization opportunities, and support strategic decision‑ (Data Strategy).
• Manage the daily roles, responsibilities, priorities, workload, and quality of the Account Management team.
• Establish clear operational expectations and hold team members accountable for execution, documentation, service levels, and issue follow-through.
• Identify resource, capability, and performance concerns early and partner with the Program Director on staffing, performance actions, promotions, and succession planning.
• Promotes a consultative, strategic mindset within the team—encouraging proactive problem‑solving, innovation, and continuous improvement
• Coach and train account management team to ensure their ability to deliver superior customer service.
• Deliver performance reviews for their team.
• Continuous review of team structure and workload balance.
• Guide and develop team members in support of individual career development.
• Ensures compliance with client HR policies, guidelines, and processes.
• Makes Program Director aware of operational resource requirements based on program trends to support ongoing client business fluctuations.
• Own and drive the day-to-day operations of the program
• Ensure contractual commitments to client are met and client satisfaction goals are achieved
• Ensure program processes remain audit-ready by maintaining accurate documentation, version controls, and operational compliance.
• Lead day-to-day communications regarding activities, issues, projects, process changes, and escalations while keeping the Program Director informed of strategic risks and decisions.
• Meet with program sponsors to review action items and create roadmap initiatives. Maintain Client Action Log
• Participate in implementations, enhancements, change requests, and program initiatives, ensuring operational readiness and adoption
• Manage and maintain SOPs, training materials, program documentation, action logs, escalation paths, and operational controls
• Lead vendor relationship management, serving as an escalation point while driving supplier performance, continuous improvement, risk mitigation, and marketplace optimization through performance reviews, vendor forums, rationalization initiatives, contract support, and data-driven recommendations that enhance program value.
• Monitors data integrity and participates in Rate Card Refresh exercises.
• Provides program-related reporting and client-specific statistics, including SLAs to Client and Monument leadership.
• Ensure client needs and performance requirements are met through consistent, efficient, and effective processes.
• Responds to and resolves program issues and initial service escalations (Client, Monument and Vendor).

Other Essential Duties

• Perform other duties and responsibilities as assigned to support business priorities.

• 5-7+ years Professional Experience and 3-5+ years MSP-VMS experience.
• Ability to manage multiple clients.
• Ability to manage multiple Account Management resources.
• College Degree or equivalent work experience.
• Strong analytical mindset with proven ability to translate data into insights and action.
• Some experience in contracts and SOW preferred.
• Certified Contingent Workforce Professional (CCWP) preferred.
• Comfortable using AI-enabled business tools to improve operational efficiency, accelerate problem resolution, enhance customer experience, and support data-driven decision-making. Ability to critically review AI-generated outputs for accuracy, security, alignment with business requirements, and in accordance with all company and client policies
• Demonstrated proficiency with Microsoft 365, including Outlook, Teams, Word, Excel, PowerPoint, SharePoint, and OneDrive, as appropriate for the role

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