Program Manager

Canon U.S.A., Inc.•George Mason, VA

24d•Onsite

About The Position

Maintains strategic oversight of all program elements across a cross-regional or national portfolio of assigned accounts with annual revenue between $850k -$2M. Responsible for oversight of the Sales/TCO Process, Implementation Process, and Program Management Process. Builds strong relationships with key decisions makers at each assigned account to ensure customer satisfaction and profitability.

Requirements

Bachelor's degree in a relevant field or equivalent experience required
7 years related experience and management experience required
Requires operations and financial knowledge, experience as a Program Manager in a Technology or Professional Services Environment.
Requires leadership ability, strong interpersonal and communications skills.
Requires problem solving and analytical skills.
Significant experience in a customer service oriented environment.
Experience interfacing with senior level customer contacts.
Position requires up to 40% overnight travel (valid driver’s license and acceptable driving record necessary).

Responsibilities

Directly manages assigned resources relative to full spectrum of the (1) Sales/TCO, (2) Implementation, and (3) Program -Management Processes at each assigned account.
Supports the Change Management requirements at each assigned account by providing advisory around the leveraging of Change Management’s expertise, available metrics, and Canon Account team insight to implement activities designed to optimize program performance within targeted groups.
Works with assigned managers and business unit leaders to ensure the effective leveraging of program metrics and other resources to develop and institute activities designed to optimize program performance and cost savings achievement.
Develops and manages the relationship with the daily and senior level administrators within each assigned account.
Resolves complaints escalated by the Program Administrator or other end users.
Ensures all Canon products are represented in opportunities of interest.
Maintains regular contact with key client contacts at each account.
Ensures effective relationships are in place and being managed with third party suppliers/vendors, including the monitoring of performance against KPIs, SLAs, and/or customer expectations and the implementing of corrective actions as required.
Ensures customer satisfaction and profitability by ensuring compliance with established standards and policies for the operation, as well as driving the management and development of site human resources.
Works with Sales and Strategy in the formation of proposals for business expansion within existing clients.
Supports the Strategy Team with operation analysis, recommendations and effective portfolio management in order to meet business expansion goals (service expansions and new service sales) within assigned accounts.
Leads operations involvement in the sales process for new business generation in order to meet business expansion goals (new client sales).
Ensures effective performance management with direct reports and oversee the annual performance management process.
Completes the annual performance reviews for all eligible employees.
Trains and mentors direct and indirect staff.
Ensures effective two-way communication with direct reports and within area of responsibility.
Coaches and develops direct reports and ensures it is effective in all areas of responsibility.
Recruits and selects direct reports and key roles.
Contributes to the succession planning process for management positions.
Implements management by objectives for direct reports.
Ensures all Human Resources matters are managed effectively and consistently.
Manages the strategic allocation of resources.
Supports corporate and business unit Human Resources initiatives.
Creates and fosters a culture of continuous improvement.
Ensures the effective implementation of the customer relations plan.
Maintains operation compliance and standards.
Facilitates the sharing of standard practices.
Requests and coordinates resources in supporting the on-site operations.
Accountable for the financial performance of accounts against budget.
Ensures a structured plan for profit enhancement is in place.
Develops and analyzes monthly performance progress reports; takes appropriate action.
Manages forecasting as required.
Participates in the development of productivity and performance measurements as required.
Ensures contract compliance exists.
Ensures effective and timely billing and invoicing processes are in place for each assigned account.