Program Manager

· Directing ABM operations and performance management for multiple national contracts for power and electrical services. 

· Building and communicating the operating standards and metrics (including reporting, training and scheduling) for the contract at all client locations. 

· Collaborating with ABM field operations to: 

o enable consistent ABM program performance across all contracted sites, 

o enable consistent communication to ABM field operations across all contracted sites, and 

o enable National and Regional Account Managers to address ABM performance issues in all client site types in their assigned territory 

· Coordinating all billing, reporting and accounting requirements relative to the assigned contracts, and in conjunction with ABM’s standards. 

· Monitoring the accounts receivable activity of the account ensuring accuracy and timeliness. 

· Acting as the primary point of escalation for client operations regarding ABM performance in client sites 

· Supporting change and transition activities, and monitoring rollout schedules, targets and plans. 

· Ensuring that all contract terms and requirements are being upheld by both the Customer and ABM. 

· Presenting information to the customer during key meetings and reviews. 

· Acting as an operations and account management consultant to ABM colleagues around the country working with this key account. Enabling local teams to prepare and successfully implement our services. 

· Overseeing and monitoring safety and security protocols for our processes and ultimately for our employees. Ensuring proper training is conducted on the training schedule provided by our Health, Safety and Security department. 

· Driving the team to be Client centric, including developing strategies to enhance our customer service and growth, focusing on communication, service excellence, and efficiency to influence positive Client experience and feedback. 

· Ensuring that all processes and procedures are consistent across all sites, and maintaining the documented process and training materials. Auditing assigned locations regularly to ensure standard operating procedures are being adhered to. 

· Driving Visual Controls, and Standard Work best practices in Service Operations. 

· Working directly with and challenge other management and employees within the organization to identify problems. Assist colleagues in determining solutions that will allow the Company to achieve its goals in the areas of profit, growth, retention and Client satisfaction. 

· Coordinating and cooperating with other members of the operations team at national and branch levels to ensure accurate and timely reporting that exceeds the customer’s expectations 

· Coordinating and maintain both existing and new relationships 

· Ensuring all tracking tools are kept accurate and up to date 

· Actively driving and participating in team communications to ensure the team is well versed on progress of the programs and required resources to complete 

· Conduct and control as needed customer meetings to apprise progress to date 

· Interfacing with team members to ensure a smooth launch and service plan 

· Partnering, consulting and communicating with Key Customer Management. 

· Partnering, consulting and communication with Key internal stakeholders. 

· Ensuring that all standardization programs have been set and are being utilized effectively. 

· Following up and ensuring problems and/or issues are resolved 

· Participating in and contributing to site performance reviews and recommending employee training and skill development activities. 

· Communicating company and portfolio issues and goals. Facilitate regular portfolio review and planning calls. 

· Other duties or projects as assigned.

· Four-year college degree or 7+ years of experience industry experience 

· Ability to accomplish goals through others 

· Ability to improve processes 

· Ability to lead and influence people 

· Ability to maintain high individual productivity in a dynamic work at office / home / client site / airport environment 

· Analytical and problem-solving skills 

· Excellent interpersonal skills; display empathy, understanding and patience with employees and external customers 

· Effective conflict resolution and negotiation skills 

· Effective time management and organizational skills 

· Must have strong written, oral communication, and presentation skills 

· Handle multiple projects simultaneously within established time constraints 

· Proven stable track record overseeing large portfolio on a regional or national scale 

· Must have strong written, oral communication, and presentation skills 

· Working understanding of operating budgets and financial statements 

· Experience with having to multi-task and manage multiple projects at multiple stages and execution process 

· Ability to meet firm deadlines and quarterback the team so they do the same 

· Superior Excel, PowerPoint, and Word skills