Program Manager

What we offer

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• Company-paid mental health benefit through Headspace
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

Job Summary

Program Managers represent the IS and Business stakeholders during the development and implementation of the Programs overall strategy. Responsible for Program success and adoption (including system usage).

You will

• Actively and consistently support all efforts to simplify and enhance the Franchise/customer experience.
• Utilize interviews, document analysis, surveys, site visits, business process descriptions, use cases, task, and workflow analysis to develop program-level vision, strategy, approach, and implementation plans required to achieve necessary business outcomes.
• Work directly with internal departments to ensure successful adoption. This may include training material creation, training execution, user documentation.
• Drive and challenge business units on their assumptions of how they will successfully execute their plans.
• Utilize process improvement skills to assist business and IS with documenting current and future processes to identify the overall program needs.
• Facilitate the creation of business cases, program roadmaps, and program governance structures to support Project Managers. Provide presentations to IS Governance Board for approval and prioritization.
• Identify the key project interdependencies across the program that may impact IS and other functional areas.
• Identify, track, and manage program level risks and issues. Serve as escalation point to resolve program issues, remove roadblocks, formulate contingency plans, and communicate status to programs executive leadership team.
• Function as central point of program communication and status for program team members, stakeholders, management, and executives. Works with PMO Manager for accurate project status.
• Responsible for overall program success. Engaging with Franchises, Headquarters business divisions and IS Leadership to determine if success is being met.
• Gather post-implementation feedback of the system and its deployment to leverage improvements in future processes and releases.
• Provide input to improving the solution delivery life cycle employed.
• Participate in assigned development planning and prioritization sessions as needed.
• Develop in-depth Subject Matter Expert (SME) knowledge in areas assigned and share this knowledge with other team members.
• Assist in user acceptance testing efforts.

You have

• Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
• Experience in web-based system development using Microsoft technologies, mobile solutions and/or business intelligence preferred.
• Proficiency in the Microsoft Office Suite; Visio preferred.
• Strong analytical and program management skills required, including a thorough understanding of how to interpret customer business needs.
• Ability to work in a fast-paced, high pressure office environment.
• Strong analytical/problem solving skills.
• Possess a strong desire for quality by understanding the overall program needs.
• Ability to work independently and on complex team projects, as needed.
• Self-motivated, self-directed, results-oriented, and customer-focused.
• Ability to respond to change and able to handle ambiguity.
• Excellent time management, organization, and prioritization skills.
• Successfully engage in multiple initiatives simultaneously.

Education

• High school diploma and four or more years’ experience in business or technology related field.
• Bachelor’s degree preferred.

Working Conditions

• Fast-paced, high pressure office environment.
• Standard working hours based on a 40-hour work week.
• Additional working hours required as needed to complete testing assignments and projects on schedule.
• Travel up to 20% as required.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200 individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.