The Program Director will be directly responsible for one or more clients and will be accountable for the P&L, revenue growth, and services. The Program Director will manage a total revenue of $1-10+ million. This individual will also build, manage, and develop a high performing team of Service Delivery Managers. The ideal candidate would be a self-starter who programmatically drives commercial, operational, and customer relationship improvements.

This is a remote position that reports directly to the Sr. Director of Program Management.

• Act as the client’s advocate inside of CompuCom and own the overall Profit & Loss (revenue through Margin), growth, and Gross Margin Dollars for client(s).
• Build trusted customer relationships based on mutual respect for the customer’s business and how CompuCom can support their business and IT objectives.
• Direct the day-to day operations of customer relationship team that is focused on providing customers with support, guidance, and knowledge resources to boost renewals and strive for zero churn.
• Responsible for Service Level Achievement (SLA) through onsite, Remote Services, and Shared Services and overall governance to include
• Operational monthly and quarterly
• Commercial Contact Governance (adherence and knowledge of the contract)
• Strategic innovative road mapping
• Implement strategies and processes to deliver a consistent client experience from onboarding through all phases of the customer lifecycle while promoting retention; Client Satisfaction to be measured via Net Promoter Score (NPS) and operational Customer Satisfaction measures (CSAT).
• Lead the planning process for incremental growth alongside sales, product development, and other customer facing functions.
• Responsible for revenue forecasting in collaboration with delivery and program management based on actual sales volume, client information (such as new app releases and end-user additions), and forecasting trends (prior volume, seasonality, etc.) .
• Manage a team of service delivery managers to include providing leadership, addressing discipline issues, hiring and terminations, administrative duties, and training for continuous improvement.
• Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the company

• Bachelor’s Degree in Business Management, Computer Science, or related field.
• 5-10 years of related experience
• Prior management experience with strong leadership skills
• Excellent delivery skills in related IT/Product categories
• Strong strategic and tactical account management skills
• Effective communicator with strong attention to detail
• Ability to work independently as well as in a team environment

Preferred Qualifications

• Experience in sales accounts in related IT/Product categories