Program Operations Director - 221134_45805162342_1-6289

Bgis - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

Real Estate

About the position

The Program Operations Director at BGIS is responsible for overseeing account management, ensuring service delivery obligations are met, and driving growth and development within assigned client accounts. This role involves strategic planning, people leadership, and maintaining client relationships to achieve high levels of client satisfaction and operational efficiency. The position is remote but may require travel to client locations for various engagements.

Responsibilities

• Provide direction to team members and communicate objectives to meet business goals.
• Lead talent searches, selection, hiring, onboarding, training, and performance management.
• Manage team member recognition and implement action plans to improve satisfaction scores.
• Direct daily activities and oversee team productivity.
• Develop and maintain effective relationships with senior management of clients.
• Engage clients in discussions to anticipate needs and recommend additional services.
• Build and maintain a pipeline of growth opportunities for assigned client accounts.
• Contribute to the development and execution of strategic account expansion plans.
• Achieve client satisfaction objectives and create action plans based on survey results.
• Lead quarterly business reviews with key clients and contribute to contract renewal activities.
• Monitor account governance and adhere to contract-specific agreements.
• Support operations in developing action plans to remediate gaps in service delivery.
• Act as the focal point for escalation of issues related to facilities or services.
• Direct strategic program management and overall program delivery for assigned client programs.
• Drive recommendations for continuous improvement projects to achieve efficiency gains and cost savings.
• Oversee completion and submission of program and capital plans as required.
• Collaborate with stakeholders to optimize facilities and create value for clients.
• Develop and manage execution of budgets including forecasting and variance analysis.
• Provide project management oversight for facility management projects to ensure timely and quality delivery.
• Drive innovation and achieve growth and profitability targets.
• Ensure compliance with all legislated, corporate, and industry-related requirements.

Requirements

• Proven experience in account management and service delivery in a facilities management context.
• Strong leadership skills with experience in team management and development.
• Excellent communication and interpersonal skills to build client relationships.
• Ability to develop and execute strategic plans and objectives.
• Experience in budget management and financial forecasting.
• Knowledge of health, safety, and environmental compliance requirements.

Nice-to-haves

• Experience in project management within the facilities management sector.
• Familiarity with sustainability practices and energy management.
• Strong analytical skills for performance metrics and reporting.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid time off and holidays
• Professional development opportunities
• Flexible work arrangements