Program Operations Director

Mckinstry Fms - Columbus, OH

Full-time - Mid Level

Columbus, OH

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 meet annual budget goals. The position is remote but may require travel to client locations for various engagements.

Responsibilities

• Provide direction to team members, communicating objectives and expectations 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, managing expectations.
• Engage clients in discussions to anticipate needs and recommend additional services.
• Build and maintain a pipeline of growth and expansion 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 Master Service Agreements.
• Meet all service obligations and established performance metrics for the assigned region.
• Support the operations team in developing and implementing action plans to remediate gaps.
• 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.

Requirements

• Proven experience in account management and client relationship management.
• Strong leadership skills with experience in team management and development.
• Excellent communication and interpersonal skills to engage with clients and team members.
• Ability to develop strategic plans and execute them effectively.
• Experience in facilities management or related field is preferred.

Nice-to-haves

• Experience in energy and sustainability services.
• Familiarity with project management methodologies.
• Knowledge of real estate management services.

Benefits

• Flexible work environment with remote work options.
• Opportunities for professional development and training.
• Health and wellness programs.