Program Manager

The Program Manager is responsible for the compliance and execution of the operational plans for designated accounts ensuring customer satisfaction.

Responsibilities:

• Establishes and maintains expert level knowledge of the program and is accountable for all metrics and performance KPIs associated with the program.
• Acts as client's main point of contact for overall status and day to day operations, serving as primary internal escalation point to resolve and answer questions, on program, procedures, and implementation.
• Develops program forecasts and implements budgets to address program needs.
• Maintains a thorough understanding of all applicable ERP and operating systems. This includes understanding available data reporting methods and offers suggestions to improve data-driven analytics.
• Advises manager to ensure staffing, productivity, and workflow meet the operational expectations.
• Delegates and assigns both tasks and work to team members. Authorized to reassign work or change daily priorities based on needs.
• Prepares documents to communicate with customers, team and managers on issues and trends related to program success.
• Implements plans to ensure consistent project communication among team members.
• Acts as primary point of contact for all billing reconciliation between internal stakeholders and external stakeholders.
• Provides an escalation to resolve accounting issues and reconciles overpayments/underpayments on invoices before submitting to manager for approval.
• Communicates with co-workers, management, clients, and others in a courteous and professional manner.
• Provides a superior level of customer service to internal and external customers.
• Works toward specific deadlines and demonstrates a strong sense of urgency.
• Consistently uses available data and analytics to make informed decisions regarding processes, delegated tasks, and focus areas on assigned programs or accounts.

Skills/Qualifications:

• 4-year college degree BA/BS and/or 5 years industry specific experience
• PMP certification preferred
• Minimum 5 years experience in an operational role either as a project manager, account relationship manager
• Experience in a distribution, large retail, service organization preferred
• Experience in lighting and electrical distribution preferred