Director Customer Service jobs

The Client Director is accountable for program management and delivery, project delivery, client relationship management, and people leadership.

Program Management & Delivery

• Accountable for program management and delivery.
• Plans client programs and assigns project management team members to projects within overall program.
• Identifies program risks and develops and implements mitigation and contingency plans.
• Oversees the development and implementation of project plans and budget, and overall execution of project delivery and close-out requirements.
• Accountable for ensuring project management team delivers projects on-time, within budget, specification and scope, and in compliant with all regulatory, environmental, health and safety requirements.
• Accountable for meeting key performance indicators/metrics for programs managed.
• Accountable for ensuring implementation of effective processes to support optimum project delivery.
Provides input and contributes to strategic plans for programs managed.

Program Financial Management

• Accountable for meeting profitability targets and effective accounts receivable management. Collaborates with Finance team.
  

  Client Relationship Management

• Develops and maintains effective relationships with clients. Position level of client representatives with whom this position interacts with include those at the senior management level.
• Accountable for resolving escalated issues from project management team members, managing client expectations, and ensuring client satisfaction.

• Contributes to acquisition of additional businesses. Continuously engages clients in discussions to understand and anticipate needs. Identifies and recommends opportunities for additional businesses.
  

  People Leadership

• Provides direct people leadership to project management team members, and indirectly to project coordination and administration team members through subordinate people leaders.

• Accountable for employee engagement, development and performance management, hiring and retention, compensation recommendations
  

Other duties as assigned.

• Community college diploma in architectural technology, construction technology, engineering technology; preferred
• At least 10 years of project management work experience including 3 years managing people
• Program management & delivery – well-developed program and project management with related experience in delivering programs and projects on-time, on-budget, within specifications and in-compliant with all requirements including but not limited to regulatory, environmental, health, and safety requirements.
• Strategic program management – Developing strategic program management abilities
• Financial management – well-developed financial management abilities along with proven previous experience
• Program budget management – well-developed budget development and management abilities along with proven previous experience
• Program risk mitigation and management – well-developed program risk mitigation and management abilities along with proven previous experience
• Communication – well-developed communication, influence, persuasion and negotiation skills with proven previous experience in influencing client representatives at the senior management level
• Relationship building – well-developed relationship building abilities along with proven previous experience in building and maintaining relationships with client representatives at the senior management level
• Client service orientation – high degree of client service orientation
• Client management – Well-developed client management abilities along with proven previous experience in managing client representatives at the senior management level
• People leadership – well-developed people leadership abilities along with proven previous experience in leading, engaging, motivating, managing, developing, attracting and retaining individuals
• Vendor management – well-developed vendor management abilities along with proven experience in managing vendor performance
• Quality – possesses a continuous improvement and quality mindset along with a desire to continuously seek and incorporate best practices and technologies in order to optimize program delivery and deliver value to the client.
Computer proficiency – proficient in and experience with MS Office suite of applications along with proven ability to quickly learn new applications

Licenses and/or Professional Accreditation

• Project Management Institute Accreditation.
• Program Management Professional Accreditation.
LEED certification.

This is a regular, full-time position with a salary range of $110,770 - $138,463 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education, professional designations and performance related to this role.