Program Manager York Telecom
Location : Thousand Oaks CA US 91358
% of Travel Required : None
Job Type : Full Time
Shift/Hours : First Shift (Day)
Career Level : Manager (Manager/Supervisor of Staff)
Education : Bachelor's Degree
Skill : Project Management -> Communication Skills, Organizational Skills, Teamwork, Time Management, Vendor Management
Category : Project/Program Management
Job Description :
At Yorktel we don?t make video, we make video work. We design, integrate and manage world-class video solutions that enable visual communications ? anytime, anywhere, anyway. From video conferencing to streaming video, media services to digital signage, Yorktel makes video work ? for you. Our philosophy is clear: Simplify. Innovate. Connect.
We are currently seeking a Program Manager to serve as the primary business contact for our client and be responsible for client satisfaction within their assigned account. This position is expected to consistently provide excellent customer service to assigned accounts, as well as represent client needs and goals within the organization to ensure quality. In addition, the Program Manager will build relationships with clients to encourage new and repeat business opportunities. The program manager is responsible for the Profit and Loss on their individually assigned accounts in order to ensure that the account reaches the desired level of profitability within Yorktel.
This position reports directly to the VP & General Manager of Sales Operations. The VP & General Manager of Sales Operations will provide direction and support to the Program Manager in regard to the following areas; development and improvement, career development and client escalation issues. This position will also work closely with various departments to identify, develop and deploy service offerings and lead strategic engagements with major customers to increase the use of Yorktel Services and ensure customer satisfaction. This position will enlist the support of sales specialists, implementation resources, service resources, and company resources as needed. This position may have direct report staff assigned to support responsibilities in specific customers.
Depth of Knowledge:
Appropriate business acumen focusing on cost and resource management as well as personnel management is required. This position is responsible for overall client satisfaction and profitability of their assigned accounts. Areas requiring demonstrated knowledge include but are not limited to the assigned functions associated with personnel along with development and implementation of processes, procedures, and guidance to ensure optimized customer satisfaction and delivery.
Authority and Decision Making Capabilities:
This position will have the authority to regularly direct the work of their assigned team and account. This position will work to prioritize work load and delegate the appropriate work to meet the needs of the client. This position will also have the responsibility, authority, and accountability to provide decisions on employee hiring, employee discipline, employee performance management, and employee
issues. Resolution of client and employee issues will be made within the Yorktel guidelines of established policies and procedures. The Program Manager will take direction from the client and Sales and will have discretion to use whatever resources needed to ensure customer expectations are met.
Leadership & Supervisory Role:
This position will have the ability to direct a team of managers and employees providing direction, coaching, and feedback on performance objectives and career development. This position serves as a resource within the account for specific skills, knowledge, and experience surrounding field engineering and production. This position regularly oversees between 15+ employees at any given time and is responsible for all
Quarterly assessment of assigned account focusing on profit and loss and customer satisfaction issues
Monthly report of growth opportuntities within the current account
Monthly Funnel, revenue, and margin analysis on sales opportunities to meet bookings goals
Leadership & Supervisory Responsibilities:
Provide strong leadership and clear customer centric direction for the assigned account team on a daily basis.
Responsible for weekly timesheet approval, expense approval, scheduling of vacation time, and management of sick leave and absences.
Create employee development plans, provide coaching, address disciplinary, and employee concerns.
Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy.
Increase management?s effectiveness by recruiting, selecting, orienting, training, coaching, counselling, and disciplining managers.
Communicate values, strategy, and company objectives to all assigned team members in an effective manner.
Internal & External Relationship Responsibilities:
This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will make recommendations to internal parties with regard to concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned team members. This position requires regular planning and team work in order to assist with the coordination of resources within Yorktel to support clients. This position must will regularly communicate answers to complex questions and respond to detailed inquiries about client issues or concerns. This position handles and is expected to protect all internal confidential information and must utilize discretion and judgment based on company policies and procedures.
Responsible for interaction with all Sales and Operations departments to ensure the successful execution of all projects to ensure customer satisfaction.
Establishes productive, professional relationships with key personnel in assigned customer accounts.
Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers? expectations.
Meets assigned targets for profitable sales volume and strategic objectives in assigned accounts
Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for a one and three-year period.
Proactively assesses, clarifies, and validates customer needs on an on-going basis working knowledge of multiple videoconference platforms.
Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel
Meets assigned expectations for profitability.
Achieves strategic customer objectives defined by company management.
Completes strategic customer account plans that meet company standards.
Maintains high customer satisfaction ratings that meet company standards
Accountable for client (both internal and external) satisfaction; maintain/builds effective working relationships.
Works cross-functionally to solve Department problems and implement process changes.
Analyzes decisions and actions for their support of the larger area's strategic direction. Works with senior management to resolve more complex problems
Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in for desired objectives
Uses basic knowledge of general financial and accounting principles to understand and communicate how decisions affect bottom line of the company
Other duties as assigned.
Job Requirements :
Experience in Audio Visual Solutions including Videoconferencing, Multimedia, Distance Learning, Facility coordination or Networking systems preferred.
Knowledge of and adherence to York Telecom policies and procedures.
May require occasional lifting (up to 50 lbs)
Requires extensive sitting, standing and walking
Limited weekend and/or night work may be required
Domestic travel requiring multi-night stays within and at times outside the local work area
International travel may be required
Valid U.S. driver?s license is a requirement and must have a positive driver?s abstract.
Current valid U.S. Passport is desirable.
Must be willing to complete background checks and drug tests as required by current or future contracts
Must be willing to apply for security clearances, suitability, and other related clearances to be able to work at certain customer locations
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.
It is our policy to employ qualified persons without regard for race, creed, color, national origin, nationality, ancestry, age, sex, marital or domestic partnership status, sexual orientation or disability. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position. Minorities and women are encouraged to apply.
Note to 3rd party agencies and search firms:
Thank you for your interest in Yorktel. It is our practice to recruit and fill career opportunities through the Human Resources, Corporate Recruiting organization. We ask that you not submit candidates for consideration to us without receiving a formal written request from our Corporate Recruiting organization to do so. All resumes submitted; (with or without use of your agency access credentials) will be deemed unsolicited and as such will not be eligible for placement fees. Thank you and we appreciate your cooperation.
Offer Relocation : Maybe
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