ISOC Assistant Program Manager

About the role

Surefox North America Inc is a veteran-owned company dedicated to fostering a diverse and skilled workforce. We are seeking an experienced full-time ISOC Assistant Program Manager (APM) to join our team. The role involves developing and implementing operational strategies, managing resources, and coordinating with other directors.

Responsibilities

• Aid the ISOC Program Manager in leading, building, retaining, and developing a team of GSOC Operators and GSOC Staff to achieve corporate goals under client and CEO/COO guidance.
• Ensure ISOC maintains competent and confident 24/7/365 operational leaders (GSOC Operators and GSOC Managers).
• Manage all serious incident reports (SIRs) and ensure they receive appropriate visibility and rapid decisions, when applicable.
• Motivate the ISOC team to accomplish organizational and tactical objectives as directed by Surefox leadership.
• Manage the ISOC team's goals, priorities, time off, and workload to maintain high morale and productivity.
• Maximize fulfillment across all programs, prioritizing the highest visibility and profitability requirements.
• Monitor, organize, and manage ongoing ISOC and operational program functions, including staffing, training, scheduling, employee development, and resolving client concerns.
• Communicate internally with the ISOC Program Manager and operational program leaders to devise strategies to avoid bottlenecks or obstacles hindering project progress.
• Establish and foster strong working relationships with clients, acting as a redundant interface between clients and Surefox.
• Develop, integrate, track, and ensure Key Performance Indicators (KPI) are met in accordance with client requirements and organizational standards.
• Communicate regularly with operational program leadership and Surefox staff leadership regarding program status, issues, and risks.
• Implement internal methods of efficiency improvement, highlighting opportunities for operational improvement and efficiencies.
• Assess and prioritize client requirements through key engagements and senior operational leader guidance.
• Collaborate with staff members and other senior leaders to accomplish ISOC and company goals without neglecting client requirements.
• Affirm operations and activities adhere to federal and state regulations as well as Surefox policies and procedures and standard operating protocols.
• Responsible for allocating, prioritizing, and directing company resources to ensure quality control of services provided.
• Facilitate the integration of new clients into the ISO.
• Aid the ISOC PM in standardizing all scheduling, billing/invoicing, time cards/audits, onboarding and termination, QBR, SOP/policy integration, and other facets in coordination with the Director of Operations.
• Aid the ISOC PM in fully assessing all operations leaders in core Surefox management tasks; work closely with Phoenix/Training Team and COO to execute training - prioritize enhancing the most critical skills up front; finalize and validate the Surefox manager training pipeline.
• Aid the ISOC PM in taking on ISOC PM duties in their absence.

Requirements

• Eligible for employment within the United States.
• Able to pass an extensive background check and drug screening (Surefox will consider for employment qualified applicants with criminal histories in a manner consistent with all requirements of State and local laws, regulations or codes).
• Willing to travel as necessary.
• 3+ years of work experience in project management, program management, or equivalent director role.
• Possess strong interpersonal skills to deal effectively with all business contacts.
• Possess an adaptive leadership style, motivating your team to accomplish both client-driven as well as organizational goals.
• Exceptional attention to detail.
• Strong organizational and time management skills.
• Professional appearance and demeanor.
• Strong problem-solving skills and analytical abilities.
• Proficient with Microsoft Office and Google Suite applications.
• Strong communication skills with the ability to present complex issues in a concise and meaningful way with responsibility and accountability for the program.
• Sound judgment with the ability to make timely and sound decisions.
• Ability to analyze and manage budgets.
• Ability to work independently and as a team member.

Desired

• 5+ years of work experience in project management, program management, or equivalent role.
• Experience working with all levels of management, including director levels and senior executives.
• Military background is a plus.
• 4-Year Bachelor’s Degree.