The Director of Program Management is responsible for driving and aligning strategic programs to improve customer retention, revenue growth, and operational scale. The ideal candidate is a seasoned leader, experienced in transforming customer-facing organizations with tangible results. Scope includes overseeing a global team of program managers and operations support specialists focused on leading strategic initiatives for Client Development across customers of all sizes across the globe.
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Programs include, but are not limited to: measuring and driving customer health, customer value-creation engagement initiatives, streamlining contract renewals, defining revenue-generating strategies, sales and account management process improvements, and operational support to increase productivity for the Client Development organization.
This role reports to the Senior Director of Program Management, Global Strategy & Operations
Responsibilities
Work closely with senior leaders across Client Development to define, build, and drive top strategies
Oversee programs and day-to-day operations to support customer retention, growth, and scale
Accountable for program success and adjusting strategy/approach to align with business needs
Drive program KPIs and key metrics to track all programs to align with company goals
Frequent communication and collaboration across business on program status and KPIs
Drive program alignment across the team and broader customer-focused programs
Evaluate tools and processes to maximize internal productivity and process improvements
Build close partnership with Business leaders across key customer-facing team
Work closely with various departments to support and launch programs (e.g. Client Development, Global Services, IT, R&D, Finance, Legal, Operations, etc.)
Lead new program, brainstorming, development and planning activities
Identify process improvements in reporting, analytics, and performance metrics
Perform customer health monitoring, revenue forecasting, budgeting, and analysis
Develop and mentor team providing frequent feedback and guidance for career development
Global team management and flexibility. Some international travel may be required
Be aware of, and comply with, all corporate policies
Position Requirements
Qualifications
Education, Experience & Training required:
10+ years in Client Development or leading a supporting Program/Operations team
Experience with leading customer success initiatives/teams and managing customer lifecycle
Strong background in process and resource optimization
Works with minimal supervision with wide latitude for independent judgment
Bachelor’s degree required. MBA preferred.
Ability to pass a background check
Job Specific Specialized Knowledge & Skills:
Experience building strategy and leading a customer success or revenue growth transformation
Interpersonal skills, communication and influence with senior level to drive strategy, planning, and process improvements
Ability to prioritize and balance several on-going programs across multi-cultural and virtual teams
Must be team oriented, self-motivated, and able to work with minimal supervision.
Proven success in building, analyzing, and monitoring KPI, financial data, and success measures.
Experience leading teams through business operations optimization, including, but not limited to: common sales processes, account management, billing, contracts, renewals, customer success management, service terminations, commissions, analytics/dash-boarding, organization restructuring, best practices, etc.
Positive, customer-focused interpersonal skills and attitude
Ability to conduct creative analysis of complex data and translate the results into actionable deliverables, messages, and presentations
Strong stakeholder management skills with focus on listening to stakeholder and customer needs
Ability to build consensus, create momentum, and work well cross-functionally with other departments and varying levels of management
Creative thinking and sharp decision-making abilities
Solid process and analytical skills tied with excellent, accurate, and effective oral and written communication skills.
Ability to prioritize and meet tight deadlines
Significant personal initiative, high energy with a “can do” attitude and professional drive.
Effective mentor and team/individual coaching skill
Exhibit and lead with strong change management skills
Ability to learn and adapt to new technologies and principles
Proven agility to work in a fast-paced and ever-changing environment
Experience with key tools: Microsoft Suite of applications, Smartsheet, Tableau, Cognos, Salesforce, Big Machines, Customer Success Planning tools, Concur and SAP applications
Critical Performance Competencies:
Strategic Business Perspective
Leadership Skills
Communication & Influence
Decisiveness & Judgment
Accountability
Results-Driven
Process & Quality Management
Customer Focus
Innovative Thinking
Planning & Organizing
Business Acumen
Conflict Management
Employee Development
Coaching & Mentor Skills
Dealing with Ambiguity
Change Management
Challenge Complexity
Change Agility
Analytics Capabilities
Problem Solving
Organizational Agility
Political Savvy
Action Oriented
Time-Management
Organizing
Multitasking
Presentation Skills
Value Competencies:
Displays passion for & responsibility to the customer
Hires, develops & rewards great people
Displays leadership through innovation in everything you do
Displays a passion for what you do and a drive to improve
Displays a relentless commitment to win
Displays personal & corporate integrity
Physical and Cognitive or Mental Requirements:
Major job activities – physical requirements:
Use of computer and keyboard for extended periods of time on most or all workdays
Use of telephone – throughout the workday as needed to conduct business
Working under time pressure
Working rapidly for long periods
Communicating and interacting with others
Major job activities – mental requirements:
Multiple concurrent tasks
Ability to perform under stress
Reading and comprehension
Writing
Problem solving
Confidentiality
Customer contact
Working environment (where major activities are carried out):
Indoors in an office or control room
Domestic and international travel
Working hours:
40+ hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness
Flexibility as to the specific working hours may be required (e.g. calls with Asia or Europe during regional local business hours) or available
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