Program Operations Director

$65,000 - $133,000/Yr

Bgis - Santa Fe, NM

Full-time - Senior

Santa Fe, NM

Real Estate

About the position

The Program Operations Director at BGIS is responsible for overseeing account management and ensuring service delivery obligations are met while driving growth and client satisfaction. This remote position requires travel to client locations for training and meetings. The role involves people leadership, client relationship management, portfolio management, and ensuring compliance with health, safety, and environmental standards.

Responsibilities

• Provide direction to team members and communicate objectives to meet business goals.
• Lead talent searches, 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 level 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 multi-year 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 MSA requirements.
• 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 the completion and submission of program and capital plans as required.
• Develop and manage the execution of budgets including forecasting and variance analysis.
• Ensure compliance with all legislated, corporate, and industry-related requirements and guidelines.

Requirements

• Bachelor's Degree in Business Administration or related field or equivalent work experience.
• Minimum of ten years facility management work experience or related work experience.
• Experience in Building Electrical, Mechanical, HVAC or other technical trades is desirable.
• Highly skilled in account management and client relationship management at the senior management level.
• Advanced skills in managing service delivery and business development.

Nice-to-haves

• Experience in strategic workplace consulting and energy & sustainability services.
• Familiarity with facilities management best practices and technologies.

Benefits

• Competitive salary range of $65k - $133k per year.
• Remote work flexibility with occasional travel to client locations.