This position is a remote position, preferably with the incumbent located in the Bay Area, Raleigh/Durham/Chapel Hill Area, Atlanta or Texas.
*Incumbent must have commercial services industry experience to be considered.
Are you ready to open a world of opportunity in talent mobility? Our clients include some of the largest and most recognized brands in the world. They’re innovators and leaders in their industries, making life-enhancing breakthroughs every day. We help them tap into those opportunities by placing their exceptional people where they need to be, anywhere in the world. When it comes to service, we set the bar for exceptional … and then we raise it with fresh ideas, leading tools and innovative approaches, and it’s all grounded in our values. We call it People-first Mobility. We’re looking for exceptional people who share our passion for delivering the highest levels of service. If that sounds like you, and if you’re ready fora new career opportunity, we’d like to hear from you! Here’s to the world ahead.
The Program Director provides operational documentation, direction, support and guidance to ensure that the associated client workplace services team has all of the necessary resources, programs and tools to provide superior customer service to our clients and their employees.
Job Summary:
A Program Director provides operational documentation, direction, support, and guidance to ensure that the associated client workplace services team has the necessary resources, programs, and tools to provide superior customer service to our clients and their employees. Responsibilities include but are not limited to developing and maintaining effective working relationships with corporate client contacts, client end-user recipients, third-party vendor support, and other internal business units, and serving as a leader for the WeSolve (client-specific) Client Support team.
Supervisory Responsibilities:
A Program Director runs the assigned client's daily activities and meets future goals through proper planning. Supervising the Program Manager(s) and teammates tasked with overseeing the employees/contractors completing the required tasks.
A Program Director supervises the Program Manager(s) and is responsible for creating strategies, preparing plans, and implementing new ideas. This can involve improving the brand or creating strategies for a new service, product, or deliverable(s). They may be responsible for taking charge of the organization's use of research and data to decide the future of a project.
A Program Director also provides oversight of internal programs such as Environmental, Social, and Governance Programs (ESG), Business Continuity and Safety, and other programs as appropriate or designated by the client or WeSolve President. The Program Director oversees and works with teams to implement the programs.
Duties/Responsibilities:
- Plans the delivery, develops the documentation, and conceptualizes the plans, budgets, and goals of the overall program, activities, deliverables, goals, and outcomes.
- Implements long-term goals and objectives to achieve the successful outcome of the program from customer service and financial metrics aspects.
- Confirms that the program operates within the policies/procedures, standards, and expectations of the organization.
- Coordinates the delivery of services among the different program activities to increase effectiveness, efficiency, and profit.
- Identifies the risks associated with the program activities and manages the risks.
- Plans, develops, implements, manages, and maintains client programs to reach short- and long-term goals.
- Understands the client's goals and operational objectives and represents the company in delivering the services and solutions that achieve those goals.
- Develops and maintains complete, up-to-date documentation, including project plans, scope of work, business rules, and operational metrics.
- Coordinates all activities to maintain client satisfaction and contractual commitments for client programs, working directly with clients and various internal groups.
- Hiring, training, mentoring, and performance management of the Client Support team responsible for service delivery, specifically the client onsite team.
- Conducts team meetings, performance reviews, and workload reviews and ensures overall development and performance improvement of all team members.
- Resolves problems and service recoveries. Primary point of contact for customer escalations and any day-to-day issue resolutions.
- Develop and monitor all action plans needed, ensuring service level requirements are met, and operational processes are continually improved.
- Ensure client retention by providing a high level of service and highly effective relationships with the client.
- Adhere to established processes and continuously monitor the health of each assigned client.
- Manage data integrity and accuracy of all clients' reporting. Maintain consistent data entry standards and processes by team members, and review data contained in all reports provided to Clients.
- Support the implementation of all process refinements and Operational Excellence initiatives. Actively bring new ideas to the leadership for process improvement, the overall increase in teammates' job satisfaction, and industry innovation.
- Encourage open and professionally respectable communication among the team with their teammates, the suppliers, leadership, and other business units.
- Performs other related essential duties as assigned or requested.
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Required Skills/Abilities:
- Background in Relocation and/or Real Estate Required
- Strong project management skills managing complex, multifaceted projects resulting in measurable successes and program growth
- Experience having worked with a high-performance, collaborative, constructive peer group
- Strength in hiring, recruiting, managing, developing, coaching, and retaining individuals and teams, empowering them to elevate their levels of responsibility, span-of-control and performance
- Good organizational skills and administrative abilities.
- Excellent verbal and written communication skills with exceptional attention to details
- Personal qualities of integrity, credibility, and a commitment to and passion for the organization’s mission.
- Ability to travel up to 25%.
Education and Experience:
- Four year college degree, or equivalent experience resulting inbroad knowledge of a field related to the job, such as Business Management, Project Management or Design/Architect
- Experience:
- 5-7 years related experience and/or training in Relocation Services Industry preferred
- Master’s degree preferred.
- At least seven years of professional experience, with at least three years at the supervisory level preferred.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
Anticipated Salary and Benefits Summary - $120k - $130k. Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. Comprehensive benefits package that includes: 401(k), health insurance (medical, dental, vision), Employee assistance program, paid time off based on years of service, paid holidays per year, life insurance and disability coverage.
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