What are the responsibilities and job description for the Program Operations Director position at BGIS Global Integrated Solutions US LLC?

BGIS Global Integrated Solutions US LLC Program Operations Director Seattle, Washington Apply Now

BGIS is seeking a Program Operations Director to join the team, Northeast and Southeast, US. BGIS is a leading provider of integrated real estate management services, including facilities management, project management, energy & sustainability services, strategic workplace consulting, real estate services, and capital planning. Its range of solutions, supported by efficient systems, processes, and people, enables it to create and optimize places that work for its clients. The team is dedicated to inspiring better business performance and helping clients focus on their core businesses.

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KEY DUTIES AND RESPONSIBILITES

Position is performed remotely; however, may require travel / driving to client locations for training, meetings, and other in-person events. The Program Operations Director is accountable for account management and meeting service delivery obligations, meeting all internal and external requirements, driving growth and development of the account while ensuring the achievement of annual budget and client satisfaction. The role is also responsible for contributing to strategic and account management plans and objectives and people leadership. The Program Operations Director leads others positively exemplifying BGIS values.

People Leadership

Provide direction to a key group of team members communicating objectives and expectations to meet business objectives.
Lead talent searches, selection, hiring, onboarding, training, team member engagement, development, performance management, and compensation recommendations.
Manage team member recognition focus with development and implementation of action plans to improve team member survey satisfaction scores.
Direct daily activities with support and team productivity oversight / management.
Contribute to the completion of other key initiatives as assigned.

Client Relationship and Account Management

Develop and maintain effective relationships with senior management level of clients, managing client expectations.

Engage clients continuously in discussions to anticipate needs, identify, and recommend additional services.

Recommend additional pull-through services.

Build and maintain an active pipeline of growth and expansion opportunity for the Client Account(s) assigned to them.

Provide input and contribute to the development and execution of strategic multi-year account expansion plans.

Achieve client satisfaction objectives for the assigned region. Review results and create action plans related to the Likely to Recommend Survey.

Lead quarterly business reviews with key clients.

Contribute to contract renewal activities.

Monitor account governance.

Adhere to contract specific MSA (Master Service Agreement).

Meet all service obligations for the assigned region and established metrics / key performance indicators.

Support the operations team in the development and implementation of action plans to remediate gaps, where applicable, to ensure objectives are met.

Act as focal point of escalation for issues pertaining to facilities or services.

Portfolio Management and Profitability

Direct strategic program management and overall program delivery for assigned client programs.

Determine and drive recommendations and contribute to continuous improvement projects to achieve efficiency gains and cost savings through identifying and implementing best practices, reviewing, refining and / or developing, implementing processes, technologies, and sustainable practices, and leveraging self-perform wherever possible.

Implement related enhancements for the assigned region.

Support and ensure success of operations and maintenance activities for the portfolio of facilities, along with execution of portfolio.

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Program Operations Director

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