Program Manager

Monument Consulting • Richmond, VA

9d

About The Position

The Program Manager (PM) manages the day-to-day operations of a client’s Vendor Management System (VMS) and Managed Services Program (MSP). The PM establishes standard operating processes and procedures, supervises account management teams, and ensures service delivery supports client business requirements and specified service-level agreements (SLAs). The PM supports the Program Director with governance, execution of the strategic roadmap, and client relationships, and may oversee multiple client relationships depending on client spend and headcount. The role requires 10–50% travel, depending on the client or clients.

Requirements

• 5–7+ years of professional experience.
• 3–5+ years of MSP-VMS experience.
• Ability to manage multiple clients.
• Ability to manage multiple account management resources.
• College degree or equivalent work experience.
• Strong analytical mindset and proven ability to translate data into insights and action.
• Proficiency with Microsoft 365, including Outlook, Teams, Word, Excel, PowerPoint, SharePoint, and OneDrive, as appropriate for the role.
• Comfort using AI-enabled business tools to improve operational efficiency, problem resolution, customer experience, and data-driven decision-making; ability to critically review AI-generated outputs for accuracy, security, business alignment, and compliance with company and client policies.

Nice To Haves

• Some experience with contracts and statements of work (SOWs).
• Certified Contingent Workforce Professional (CCWP) certification.

Responsibilities

• Build and maintain day-to-day relationships with program sponsors, business leaders, hiring managers, suppliers, and internal partners.
• Collaborate with internal teams, including Account Management, Reporting, Finance, IDSS, Supply Chain, and Legal, to deliver program work and resolve operational dependencies.
• Act as a strategic client partner by challenging assumptions and recommending best-practice solutions.
• Own and drive the strategic roadmap, projects, and initiatives, including regular client and internal status meetings.
• Collaborate with internal teams to create and deliver executive business reviews (EBRs) to clients.
• Participate in program governance meetings with key client stakeholders.
• Work with the Director and Business Development Director to identify and pursue client expansion opportunities.
• Use data analytics to make recommendations, identify optimization opportunities, and support data strategy.
• Manage the account management team’s daily responsibilities, priorities, workload, and quality.
• Set operational expectations and hold team members accountable for execution, documentation, service levels, and issue follow-through.
• Identify resource, capability, and performance concerns, and work with the Program Director on staffing, performance actions, promotions, and succession planning.
• Promote a consultative, strategic mindset and encourage proactive problem-solving, innovation, and continuous improvement.
• Coach and train account management team members, conduct performance reviews, review team structure and workload balance, and support career development.
• Ensure compliance with client HR policies, guidelines, and processes.
• Keep the Program Director informed of operational resource requirements based on program trends and client business fluctuations.
• Own and drive the program’s day-to-day operations, ensuring contractual commitments and client satisfaction goals are met.
• Keep program processes audit-ready through accurate documentation, version control, and operational compliance.
• Lead daily communications on activities, issues, projects, process changes, and escalations; inform the Program Director of strategic risks and decisions.
• Meet with program sponsors to review action items and create roadmap initiatives, and maintain the Client Action Log.
• Participate in implementations, enhancements, change requests, and program initiatives, ensuring operational readiness and adoption.
• Manage and maintain SOPs, training materials, program documentation, action logs, escalation paths, and operational controls.
• Lead vendor relationship management, including escalations, supplier performance reviews, vendor forums, rationalization initiatives, contract support, risk mitigation, and marketplace optimization.
• Monitor data integrity and participate in Rate Card Refresh exercises.
• Provide program reporting and client-specific statistics, including SLAs, to clients and Monument leadership.
• Ensure client needs and performance requirements are met through consistent, efficient, and effective processes.
• Respond to and resolve program issues and initial service escalations involving clients, Monument, and vendors.
• Perform other duties and responsibilities as assigned to support business priorities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level