Director, Program Operations

Posted by on Nov 18, 2011 in Uncategorized

Job Title: Director – Program Operations
Position Reports To: VP-National Account Operations


The Director is expected to drive operational excellence in service delivery, manage profitable programs, and foster the growth for national and/or strategic clients. The Director of Program Operations is responsible for overseeing Master Vendor programs and the centralized operational support for strategic supply accounts. The Director will oversee a group of program managers and related teams assigned to one or more national and/or strategic clients where [Company] is the Master Vendor.

The Director will also oversee a team of operational account managers who align the service delivery of field offices and home office functional areas as well as provide a single point of contact for national and/or strategic accounts where [Company] is a supplier. The Director will oversee an independent team to ensure service delivery compliance.


  • Oversee client Master Vendor programs
  • Oversee central account operations management for national / strategic supply accounts
  • Own the client on-site / vendor on premise service delivery model and drive related results
  • Transition field / local run programs to strategic programs, as appropriate
  • Ensure service delivery compliance with client contract and expectations
  • Build operational capabilities to meet client/market needs. Install and maintain framework for successful and consistent execution.
  • Drive operational efficiency and continuous improvement of account profitability
  • Provide best in class program service delivery to protect and grow existing clients and provide a platform for new wins
  • Establish and drive client on-site / vendor on premise best practices across organization
  • Collaborate with the TAPFIN line of business in the design and execution of hybrid / cross line of business client programs
  • Participate in the sales and solution process in winning new clients


  • 5+ years in management role
  • 5+ years responsible for directly managing a service delivery team
  • 3+ years in a sales support or business development role
  • Bachelors Degree

Skills and Abilities:

  • Strong leadership skills
  • Strong mindset around processes, technology, …
  • Client facing
  • Ability to influence, negotiate
  • Ability to establish and manage client expectations
  • Ability to build and maintain an operational unit

Attributes and Competencies:

  • Demonstrated ability to drive results
  • Demonstrated independent critical thinking and judgment in delivering services aligned with client
  • Demonstrated ability to articulate the “how” (operational method) tailored to the audience (client, management, team, Field, …)
  • Ability to design and execute solutions
  • Ability to resolve conflict and problem solve

Location & Travel

  • Location: Milwaukee area preferred, but not required
  • Travel: 50%

To Apply

Interested and Qualified candidates are encouraged to submit their resume to for immediate review and consideration.

Thank you!

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