Program Operations Director

Bgis Global Integrated Solutions Us - Seattle, WA

Full-time - Mid Level

Seattle, WA

Professional, Scientific, and Technical Services

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 various engagements and focuses on people leadership, client relationship management, and portfolio profitability.

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 an active 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 Master Service Agreements.
• Meet all service obligations and established performance indicators for the assigned region.
• Support operations in developing and implementing 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.

Requirements

• Proven experience in account management and service delivery in a facilities management or related field.
• Strong leadership skills with experience in team management and development.
• Excellent communication and interpersonal skills to build relationships with clients and team members.
• Ability to develop strategic plans and execute them effectively.
• Experience in managing client expectations and achieving satisfaction objectives.

Nice-to-haves

• Experience in the real estate management industry.
• Familiarity with sustainability practices and energy management.
• Knowledge of contract management and governance.

Benefits

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