Job Description:
BGIS is currently seeking a Sr. Program Manager to join the team in US, Remote.
BGIS is a leading provider of integrated real estate management services, including facilities management, project management, energy & sustainability services, strategic workplace consulting, real estate services and capital planning. Its range of solutions, supported by efficient systems, processes and people, enables it to create and optimize places that work for its clients. The team is dedicated to inspiring better business performance and helping clients focus on their core businesses.
The Senior Program Manager is responsible for delivery of excellent memorable customer service to designated clients in a timely, effective and profitable manner. The position ensures achievement of all requirements and collaborates on process development and implementation, along with meeting/exceeding service level agreements and maintaining compliance.
RESPONSIBILITIES
People Leadership
- Manages teams of Site Services Supervisors and Team Leads
- Sets goals and provides mentoring for Sites Leaders
Regional Services Management
- Build and maintain strong strategic relationship with existing and potential new customers.
- Consult with customers to understand their business challenges and objectives.
- Solve complex customer service issues and proactively identify best practices.
- Work cross functionally with multiple departments to ensure high standard of customer service on timely basis.
- Develop and achieve performance goals and objectives to meet/exceed customer expectations.
- Drive strategies and programs to improve competitive position and profitability of the organization.
- Communicate general customer insight and feedback to other departments.
- Recommend and implement business plans, staffing and standard work processes and capacity to support and expand the business of BGIS in the assigned region.
- Collaborates with other regions and leaders to improve business results and customer satisfaction.
Tracking
- Conduct demand forecasting, planning and delivery with other key internal departments.
- Identify potential short term and long term risks.
- Provide input into continuous process improvement efforts.
- Monitor KPIs (Key Performance Indicators) to drive improvements in service performance metrics and quality.
Operations Management
- Manages operational budgets with a focus on cost control (burden costs), and weekly work order expenditures.
- Collaborates with relevant stakeholders to review, develop, refine and implement processes and standard operating procedures
- Recommends and implements technologies to achieve greater efficiencies and productivity
- Maintains current awareness and ensures compliance with all applicable regulations and requirements
- Monitors and drives team performance to ensure achievement of service level agreements and performance metrics
REQUIRED EDUCATION, KNOWLEDGE and ABILITIES
- Bachelor's Degree in Business or related field or equivalent work experience.
- Minimum 5 years experience with regional customer service responsibilities
- Excellent verbal and written communication skills with ability to deliver internal and external messaging at various levels within organizations
- Ability to develop and implement processes and standard operating procedures
- Skills at influencing, persuading and negotiating
- Proficiency in Microsoft Office including Outlook, Excel, and Word
PHYSICAL DEMANDS and WORK ENVIROMENT
- Ability and willingness to travel.
- Provide personal transportation for meetings and job visits away from the office; reimbursed.
Our company culture includes a robust mix of sound business practices and employee initiatives that promote personal and professional development, work/life balance, health and wellness and community involvement.
The Company is an equal opportunity employer. We believe every employee has the right to work in surroundings that are free from all forms of unlawful discrimination. We are committed to providing equal employment opportunity to all employees and applicants without regard to race, color, religion, gender, national origin, age, disability, ancestry, creed, marital status, sexual orientation, or Veteran or military status, genetic information or any other basis prohibited by local, state or federal law in the relevant jurisdiction. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment and training.
BGIS is committed to strengthening our diversity through recruiting and retaining minority and women professionals from all backgrounds. Our commitment is consistent with our recognition that it is the outstanding people within BGIS who have always been the source of our strength. We recognize that promoting diversity is an integral component of our continuing quest for organizational excellence.
This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity.
Anyone with questions or concerns regarding Equal Employment Opportunity should contact their direct supervisor or the Human Resources Department without fear of retaliation of any kind.
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