Role Description This role is responsible for the successful delivery of the portfolio of projects for the Mid-South region. The Program Manager oversees the overall operation of services in terms of scope, cost, quality, and risk, ensuring client satisfaction and continuous improvement through leadership, coordination, and strategic alignment. Client Relationship Management & Engagement - Oversee engagement strategies to build and maintain strong professional relationships with clients. - Understand clients' key strategic business initiatives and pain points. - Identify actionable insights to improve client results and inform team strategy. - Manage meetings, content, facilitation, and communication with clients and executive stakeholders. - Lead client success team engagements through on-site visits and virtual meetings, ensuring meeting minutes capture decisions, next steps, deadlines, and task owners. - Prepare and communicate contract updates; review contracts and monitor variances in commitments. - Review and approve invoices; act as the escalation point for unpaid invoices. - Participate in gap analysis and strategic planning conversations with clients as needed. - Identify upsell opportunities by anticipating client needs. Service Delivery Oversight - Uphold high levels of client satisfaction by ensuring cross-functional teams perform high-quality and on-time services. - Coordinate with program, operations, and production management teams to ensure services meet client needs and contractual obligations. - Ensure service delivery processes are followed and continuously improved across teams. - Monitor work activities to ensure completion by agreed-upon deadlines. - Determine and implement changes to support operations as business needs evolve. - Ensure all reported issues are submitted and documented using the appropriate task management tools (e.g., Zendesk, JIRA). - Ensure accountability for following SLAs, including Response Time and Resolution Time commitments. Project & Portfolio Management - Monitor the state of projects and manage changes to scope, schedule, cost, quality, and risk. - Manage and communicate planned and approved work using established task management processes. - Prepare client/production support status reports and lead related internal and external meetings. - Coordinate and communicate production support activities across functional teams. - Monitor planned work progress and escalate risks or delays to corresponding Program Managers. - Coordinate with Program Management staff to align account management processes and promote consistency across teams. Issue, Risk & Change Management - Identify, monitor, and resolve issues and risks related to client(s). - Escalate risks and issues to the Service Management Director and collaborate on resolution strategies. - Manage the intake and organization of change requests, ensuring compliance with the defined change management process. - Ensure that all team members follow established issue resolution protocols and risk mitigation procedures. - Provide timely responses and follow-up on escalated issues and risks, particularly those involving SLAs. Training, Process Improvement & Cross-Team Collaboration - Work with the Training & Support Manager to implement problem-solving strategies and ongoing training initiatives. - Collaborate cross-functionally with operations, program management, and product teams to drive process improvements. - Promote continuous improvement and alignment across client management and service management practices. - Support Project Managers in development task prioritization, including defects, support, and consultation requests. Team Leadership & Supervision (if applicable) - Provide leadership and direction to assigned team members. - Ensure direct reports manage account activity and new work according to service delivery processes. - Provide coaching, training, and feedback to develop team competencies in project management, client engagement, and operational execution. - Approve timesheets and expense reports for team members. - Identify resource constraints and collaborate with supervisors to resolve limitations or conflicts. - Guide the team in adopting and applying IT methodologies, SOPs, and project management best practices. - Provide mentoring and support in the creation of narratives, communications, and strategic project documentation. Qualifications - Experience in project management and client engagement. - Strong leadership and team management skills. - Excellent communication and interpersonal skills. - Ability to analyze and interpret data to inform decision-making. - Proficiency in task management tools (e.g., Zendesk, JIRA). Requirements - Proven experience in managing multiple projects simultaneously. - Strong understanding of service delivery processes. - Ability to work collaboratively across teams. - Strong problem-solving skills and attention to detail. Benefits - Medical and dental care benefits. - 401k. - PTO. - Parental leave. - Bereavement leave. Compensation Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. Range: $79,000 - $125,000. EEO Statement Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences.