Director, Program Operations

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

Summary

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.

Responsibilities

• 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

Qualifications

• 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 Careers@DeanTracy.com for immediate review and consideration.

Thank you!