Global Program Director

For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide - more than any other video communications service provider - Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.

The Global Program Director serves as the primary business owner and contact for the assigned client and is responsible for client satisfaction. This position is expected to consistently provide excellent customer service, as well as represent client needs and goals within the organization to ensure quality. In addition, the Global Program Director will build relationships with clients and their vendors to encourage new and repeat business opportunities as well as develop internal relationships. The Global Program Director is responsible for the Profit and Loss on their individually assigned accounts to ensure that the account reaches the desired level of profitability within Yorktel. The Global Program Director will have responsibility for contract adherence and governance as well as overall accountability for all projects and services provided to the client. The Global Program Director will partner with the Yorktel Global Account Manager to understand client drivers and initiatives to develop a strategic plan that furthers the relationship between Yorktel and the client.

Duties/ Responsibilities:

This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will make recommendations to internal parties regarding concerns or issues and ensure resolution of any problems working closely in conjunction with assigned team members. This position requires regular planning and teamwork to assist with the coordination of resources within Yorktel to support clients. This position must 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. Duties and responsibilities include:

• Develop and maintain executive level relationships with customer and Yorktel executives.

• Serve as the customer's advocate.
• Drive service initiatives, continuous improvement, and program profitability
• Maintain governance of the assigned account including, but not limited to:

• Understand contract deliverables and ensure adherence to the contract.
• Schedule, manage, and present governance meetings.

• Quarterly assessment of assigned account focusing on profit and loss, operational success, and customer satisfaction issues.
• Monthly report on growth opportunities within the current account.
• Monthly SLA and services reporting.
• Work with Finance to validate all invoices for services under scope.
• Act as single point of contact for assigned account.

• Responsible for interaction with Yorktel Sales and Operations departments to ensure the successful execution of all projects to 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, to meet account performance objectives and customers' expectations.
• Meets assigned targets for profit and strategic objectives in assigned accounts.
• In partnership with the account manager, 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.
• 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.
• In conjunction with the Account Manager, 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 knowledge of general financial and accounting principles to understand and communicate how decisions affect company profitability.
• Other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Leadership & Supervisory Responsibilities:

This position will have the ability to direct a team of managers, employees, and subcontractors 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 may regularly oversee numerous employees at any given time and is responsible for all facets of employee development and leadership within the assigned team.

• Provide strong leadership and clear customer centric direction for the assigned, dedicated team on a daily basis.
• Responsible for weekly timesheet approval, expense approval, scheduling of vacation time, and management of sick leave and absences.
• Interview and hiring, as required for all positions at assigned account.
• 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 and team members.
• Communicate values, strategy, and company objectives to all assigned team members in an effective manner.
• Create continuity plan for staff absences.

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 workload 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 Global Program Director will take direction from the client, Sales, and Yorktel executives and will have discretion to use whatever resources needed to ensure customer expectations are met within the terms of the contract and/or work with internal teams to come up with alternate solutions that are within the Yorktel offering.

Required Skills/Abilities:

• Strong leadership and managerial skills
• Strong customer orientation and ability to interface with VP level management in customer environments
• High attention to detail and ability to multitask
• Basic comprehension of general financial and accounting principles

• Experience in, and a working knowledge of the following areas is required:

• Professional Services
• Managed services
• Technical support services
• ServiceNow

• Cloud based collaboration services (Teams, Zoom, Webex, etc.)
• Unified communication and collaboration solutions
• System Integration
• Video conferencing infrastructure
• Video conferencing networks

• In depth understanding of operational service delivery key performance indicators with experience reporting on and delivery to SLA's and SLO's
• Familiarity managing third party suppliers
• Developed skillset of onboarding, adopting, expanding and renewal methodologies
• Ability to work collaboratively across all organizational levels including executives, managers, front line, technical subject matter experts, and IT etc.
• Excellent written/verbal communication skills

• Proficient in Microsoft Suite (Outlook, Excel, Word, PowerPoint)
• The candidate must have the ability to travel as required in support of regular site visits to customer location(s)

Education and Experience:

• BA/BS in Management, Engineering, or equivalent experience
• 5+ years proven experience as a Program Manager or Project Manager.
• 5+ years managing complex, multi-thread projects.
• Experience managing staff.

Physical Requirements:

• Requires extensive sitting, standing, and walking
• Limited weekend and/or night work may be required
• Must be willing to complete background checks and drug tests as required by current or future contracts

Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, Genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.