Program Director

RWS Group-posted 3 months ago

Full-time • Senior

501-1,000 employees

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Under the general supervision of a Vice President of Operations, the Program Director is a strategic, client facing, results-driven, and innovative operations leader. The role is accountable for customer relationships, end-to-end program delivery, and driving profitable growth. The Program Director is responsible for the management of multiple client program teams of varying size and complexity; monitoring their performance for profitability, client satisfaction, on-time delivery, and quality; and identifying and implementing changes as necessary in support of business goals. The Program Director supports the development of functional business strategy by providing insights, analysis and guidance related to current and anticipated future state of programs. The role may develop, implement, and follow through on approved action plans to achieve strategic objectives and coordinate corrective measures where appropriate.

Engages with customers as senior operational leader.
Analyzes and evaluates customer business issues and leads teams to execute defined solutions across all service offerings.
Is accountable for increasing organic program revenue, managing margin and other KPIs.
Collaborates with operations leadership to ensure customer satisfaction and implements continual process improvement, measurement/benchmarking, and automation across all lines of service delivery.
Records, analyzes, and evaluates the performance of delivery teams and external suppliers to achieve high levels of customer satisfaction, quality, and profitability.
Is responsible for the analysis, evaluation and generation of operational revenue forecast and partners with sales team on the evaluation and generation of sales forecast.
Provides support as a key interface with clients at the last stage of the sales cycle; provides thought leadership for solution generation; drives transition and onboarding of new clients as appropriate.
Serves as overall escalation point for assigned customer account(s).
Leads operational discussions with the customer and proactively monitors and shares customer feedback received through the client feedback database ensuring appropriate actions are taken and shared with the customer in a timely manner.
Leads in formulating, interpreting, implementing, and measuring processes for company service offerings.
Develops and certifies programs for operational readiness, supports hiring, and focuses on lowering costs related to client solutions and services.
Is accountable for the overall financial health of the accounts.
Collaborates with site and senior business unit leadership to drive teams in improving all areas including process, people, and technology.
Understands and adheres to company Quality Management System (QMS) requirements including but not limited to ISO standards.
Supervises, sets performance standards, and evaluates assigned personnel for the purpose of ensuring their department and individual performance objectives are met.
Analyzes department work levels and receives appropriate approval for changes in staffing levels/positions to meet business unit work needs.
Participates in the selection process for new employees.

Ability to provide leadership for employees and provide clear direction, while meeting goals and objectives in a respectful manner.
Ability to communicate with, train and lead employees through changes in procedures, client requirements, and other operational issues.
Strong communication and negotiation skills including relationship building and presentation.
Excellent follow-through skills with the ability to drive processes and decisions to closure.
Strong analytical and problem-solving skills.
Ability to communicate clearly with stakeholders and resolve issues or complaints in a professional and efficient manner.
Strong organizational skills in a fast-paced, deadline driven environment.
Ability to prioritize and coordinate competing work demands and maintain composure under pressure.
Fluent English verbal and written communication skills along with strong presentation skills.
Ability to carry out written and oral instructions.
Ability to effectively complete root cause analysis.
Ability to understand, apply and use personal computers and software applications.
Ability to maintain confidentiality of company financial information as well as other sensitive information.
A team player who can lead and collaborate effectively with a diverse group of individuals.
Possess teamwork and consensus-building skills with an ability to establish and maintain cooperative working relationships with others.
Familiarity with and understanding inter-departmental functions to most effectively manage projects and supervise staff.
Ability to develop systems and processes from the ground up, and communicate those systems outwardly, and win support from colleagues and supervisors as needed.
Ability to exercise discretion and independent judgment in relation to work responsibilities, working with minimum supervision.

Inclusive work environment that celebrates diversity.
Opportunities for personal and professional growth.
Commitment to equal employment opportunity.

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