Program Manager

Job Summary

The Global Program Manager (GPM) serves as the key point of contact for the client whose primary responsibility is the management of the client security program. Responsible for client service, problem resolution, preparation of post orders, billing/collections, staffing, scheduling, supervision, and training. Ensures execution and delivery of service requirements in compliance with the client Master Service Agreement (MSA) and Statement of Work (SOW).

Program Manager – Hybrid role in Austin, TX.

The Global Program Manager (GPM) serves as the key point of contact for the client whose primary responsibility is the management of the client security program. Responsible for client service, problem resolution, preparation of post orders, billing/collections, staffing, scheduling, supervision, and training. Ensures execution and delivery of service requirements in compliance with the client Master Service Agreement (MSA) and Statement of Work (SOW).

This job description applies only to administrative employees in salaried supervisory positions that manage a specific account (work unit), performing the routine duties of subordinates no more than 40% of the time.

• The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
• All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
• Associates are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.
• In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Associates are required to notify superiors upon becoming aware of unsafe working conditions.
• All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.

• Serves as a key point of contact to ensure the client security program is managed to expectations and responds and resolves issues in a timely manner.
• Assumes management of P & L for account along with the Global Clients Vice President and the account management team including Region Presidents, Area Vice Presidents and Branch Managers; analyzes operational and financial indicators to continuously improve account performance.
• Coordinates activity with and acts as liaison for Global Clients Vice President to provide highest level of service for client; implements programs and initiatives as directed by the Global Client Vice President.
• Coordinates and performs Security Risk Reviews of client facilities using industry best practices and client specific assessment tools; coordinates with client to support special events or emergency coverage as needed.
• Ensures branches maintain a consistent focus on high quality customer service; provides guidance and support in the retention of profitable business.
• Ensures appropriate staffing levels, in collaboration with area management as necessary; ensures scheduling is handled effectively to meet client requirements while controlling labor costs. Builds and facilitates teamwork and partnerships and the implementation of progressive change.
• Addresses any actual or potential problems; coordinates global RFI and global RFP responses for assigned client as required, including the development of pricing models and strategies, coordinates pricing information from all regions.
• Meets regularly with client and Securitas management representatives for account reviews; addresses any actual or potential problems; assists in preparation of RFP responses; provides support during client start-ups and transitions; supports security planning, assessments and surveys; coordinates review and update of global and local post orders; ensures contract compliance throughout the entire portfolio.
• Participates in client strategic budget preparation for guard services and security system deployments.
• Assists client in evaluation of global security needs and determines feasibility of delivery of requested or desired service; demonstrates understanding of and ability to operate in global business environment.
• Coordinates, monitors, and evaluates global…