Job Description
Key Responsibilities
• Program Leadership – Lead a team of project managers/project coordinators, rollout, and governance of multiple customer banking service programs both strategic and planned that will result in project delivered on time/within budget, customer satisfaction, scheduling compliance, and P&L expectations.
• Strategic Planning – Partner with senior leadership to define program goals, KPIs, and success metrics aligned with company strategy.
• Operational Excellence – Implement best practices for service delivery, scheduling, inventory support, and customer care within banking environments.
• Cross-Functional Collaboration – Work closely with banking operations, merchandising, supply chain, IT, and customer support teams to ensure seamless execution.
• Process Improvement – Identify Project delivery inefficiencies; drive continuous improvement initiatives that enhance service performance and reduce costs.
• Performance Management – Track program performance, analyze data, and present reports to stakeholders on progress, outcomes, and ROI.
• Change Management – Champion adoption of new tools, processes, and service standards across many customer platforms.
• Customer Experience Focus – Ensure projects are delivered on time, within budget and per the SOW, while also delivering high level effective communications to all our customers.
• All other duties as assigned.
Qualifications
• Bachelor’s degree in business, Operations Management, Project Management, or related field (MBA preferred).
• PMP certification
• 7+ years of experience with program/project management.
• Strong P&L management
• Proven success leading large-scale customer programs with multiple Project Managers and /or Project Coordinators
• Strong understanding of installation, deinstalls, rigging, subcontract management, process standards customer service standards, and workforce management.
• Excellent leadership, communication, and stakeholder management skills.
• Analytical mindset with ability to interpret data and make informed decisions.
• Proficiency in project/program management tools (Asana, Smartsheet, MS Project, or similar).
• Lean Six Sigma, or related certification a plus.
Key Competencies
• Customer-centric mindset
• Strong problem-solving and process improvement skills
• Ability to influence and collaborate at all levels
• Strategic thinker with hands-on execution capability
• Data-driven decision-making
• P&L understanding and implementation
