Program Manager, Strategic Accounts

The Program Manager serves as the primary operational liaison for assigned strategic customer programs, ensuring seamless communication, cross-functional alignment, and operational excellence across ComputerCare and customer organizations.This role is responsible for coordinating execution across Operations, Customer Success, Sales, and customer stakeholders while driving process improvements, influencing key performance indicators, and ensuring service level commitments are consistently achieved. Rather than directly managing frontline employees, the Program Manager enables operational success through collaboration, process optimization, and data-driven decision making.As ComputerCare continues expanding its managed services business, this position will manage multiple strategic customer programs and help develop scalable operational frameworks that can be leveraged across future enterprise partnerships.

• Serve as the primary operational owner and point of contact for assigned strategic customer programs, ensuring successful execution and a high-quality customer experience.

• Coordinate cross-functional initiatives between Operations, Customer Success, Sales, Leadership, customer stakeholders, and external partners to achieve program objectives.

• Build trusted customer relationships through proactive communication, business reviews, and effective management of operational priorities, risks, and escalations.

• Partner with Operations leadership to improve service delivery, achieve SLAs and KPIs, and remove operational barriers through process improvements.

• Develop, standardize, and optimize operational workflows, SOPs, governance processes, and automation initiatives to improve efficiency and scalability.

• Monitor program performance through operational metrics and reporting, providing actionable insights and recommendations to internal leadership and customers.

• Prepare and present recurring dashboards, business reviews, and operational updates highlighting performance, improvement initiatives, and program health.

• Support customer implementations, service expansions, operational transitions, and strategic initiatives while minimizing disruption to ongoing operations.

• Collaborate across multiple sites to ensure consistent execution, standardized processes, and alignment with customer expectations.

• Perform other duties and strategic projects as assigned.

• Bachelor's degree in Business, Operations, Supply Chain, Project Management, Engineering, or a related field (or equivalent combination of education and experience).

• 3+ years of experience in Program Management, Project Management, Operations, Customer Success, Account Management, or a related operational leadership role.

• Demonstrated ability to lead cross-functional initiatives, manage multiple priorities, and influence stakeholders without direct authority.

• Strong analytical, organizational, communication, and problem-solving skills, with experience developing executive-level reporting, dashboards, and KPI scorecards.

• Proficiency with Microsoft Office Suite (particularly Excel) and experience with business systems such as Jira, Zendesk, NetSuite, Salesforce, Oomnitza, or similar platforms.

• Experience supporting enterprise customer programs, managed services, logistics, supply chain, or technology operations is preferred. Lean, Six Sigma, PMP, CAPM, or similar professional certifications are a plus.