Program Manager Customer Service

Knapp Inc•Kennesaw, GA

9h•Hybrid

About The Position

This position supports the delivery of existing services and Customer Service projects for the key account, ensuring execution against schedule, quality, budget, and customer satisfaction targets. The Program Manager coordinates day-to-day program activities across internal teams and external stakeholders, maintains program governance and documentation, and drives disciplined follow-up to keep workstreams on track in alignment with the Director - WP.

Requirements

5+ years direct experience in project/program management, service delivery, operations, or a similar role.
Excellent verbal and written communication skills.
Strong stakeholder coordination skills across internal teams and external partners/customers.
Excellent English language skills.
Professional questioning and listening skills.
Proactive, accountable, and highly organized with strong attention to detail.
Good judgment; flexible, adaptable, and able to perform under pressure.
Team player with a continuous-improvement mindset.
Authorization to work in the U.S.
Passport or ability to obtain passport.
Professional office etiquette is required at all times.

Responsibilities

Coordinate execution of program services and projects; track milestones, deliverables, and commitments.
Support end-to-end service coordination across suppliers, Service Desk, SW Service Delivery, Resident Service teams, and Spare Parts.
Establish and maintain operating cadence (status reviews, milestone readiness, action tracking) and ensure timely follow-through.
Support internal and external stakeholder management through clear communications, meeting preparation, and documented outcomes.
Support project/service lifecycle activities (start, planning, implementation, controlling, escalation support, closure).
Enable effective handoffs and know-how transfer across service lifecycles; support lessons learned capture.
Align goals with team members and stakeholders; monitor progress, dependencies, and constraints.
Create, maintain, and validate program documentation (schedules, release layouts, specifications, reports, minutes, action logs).
Coordinate required approvals (customer, supplier, internal) and retain audit-ready documentation.
Maintain program records in the IT landscape (appointments, master data, documents) with version control.
Maintain RAID discipline: identify, document, and track risks, issues/claims, and CRs, including cost/impact visibility.
Provide regular status reporting (cyclical and ad hoc) to internal and external stakeholders; escalate deviations early with options.
Support solution development by consolidating inputs, analyzing options, and preparing decision material aligned to cost/date/quality.
Support service delivery evidence and prerequisites for payment flows; follow up to close gaps.
Support customer communications related to contractual services as assigned; ensure documentation reflects delivered scope.
Support compliance with quality guidelines (e.g., handover portal, error cost discipline) and reinforce consistent execution.
Support compliance with KNAPP processes within the team, especially processing and quality management processes.
Contribute operational support for key milestones (handover, implementation, QBR preparation) and steering group preparation as assigned.
Promote effective use of tools and standards to improve efficiency, transparency, and execution reliability.
Any other duties or requirements as assigned by leadership.

Benefits

2 remote days per week when in office
Half day Fridays when in office
A beautiful new, state-of-the-art, office complex in Kennesaw, GA
Industry competitive compensation
Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
401k with a very generous employer match and no vesting!
Paid Vacation & Holidays
Profit Sharing
Paid Parental Leave
Subsidized Daycare
Tuition Reimbursement
Pet Insurance
Subsidized food delivery
Monthly celebrations
Quarterly employee events
Corporate Social Responsibility including recycling, sustainability and volunteering