Program Manager

As a
Program Manager
with Ferrandino & Son, Inc. you will oversee the administration of our core values, processes, procedures, solutions, and training of your account team(s). You will assume a leadership role in the provision of professional management of our clients’ needs as well as the management of our vendor partner relationships ensuring that they are in direct support of the overall goals and objectives of Ferrandino & Son’s programs.

You will collaborate directly with senior management (Sr. Program Manager/Director of Program Management/Sr. Director of Program Management) on the development of strategies to enhance the outcomes and cost effectiveness of accounts and employees within the teams.

The Program Manager will:

Enhance Client Success & Retention – By serving as the primary point of contact, addressing escalations promptly, and ensuring Service Level Agreements (SLAs) are met, this role directly strengthens client relationships and reinforces Ferrandino & Son’s reputation for reliability and excellence.

Drive Operational Efficiency & Profitability – Through oversight of account performance, margin management, and vendor partnerships, the Program Manager will identify opportunities for cost savings, revenue growth, and service improvements that increase both client satisfaction and company profitability.

Support & Develop a High-Performing Team – By coaching and mentoring Account Managers, fostering accountability, and aligning the team with department goals.

Client Management

• Serve as primary point of contact for client communication through e-mail, conference calls and/or face-to-face meetings as necessary
• Ensure client concerns are responded to and addressed in a timely manner
• Respond and address escalations
• Ensure account is meeting contracted Service Level Agreement
• Utilize appropriate reports to make sure account is in good standing in regards to margin, work order progression, and site placement as well as generating any client-facing reports as required
• Serve as a liaison between procurement, vendor relations, and other departments as necessary to ensure a seamless client experience

Service Management

• Provides information to assist client team with communicating resolutions for client escalations.
• Ensures assigned team is meeting SLA’s, KPI’s and internal deadlines defined by client management team or Sr. Management.
• Provide guidance to Account Managers for the execution of in-scope services and out of scope proposal negotiations as it relates to the alignment of contracted pricing per client.
• Work closely with Account Managers to provide feedback and ensure service delivery is meeting client expectations.
• Monitors territory and service request assignment to ensure all services are being performed proactively.
• Develop relationships with top service providers.

Employee Management

• Manage and support a team of account managers to ensure account is performing at an optimal level
• Provide employees with one-on-one coaching and development
• Monitor employee interactions with vendor partners for day to day operations to ensure professionalism and accuracy; with adherence to company policies and procedures
• Oversee the administration of our core values, processes, procedures, solutions and training to your account team(s).
• Keep team members aware and cognizant of their performance and identify key strengths and areas of potential improvement
• Regularly manage and generate employee performance reviews, review employee attendance and time clock adherence, and perform corrective action as may be necessary
• Train employees in trade-specific knowledge to assist them with independent decision making
• Train employees to reactively source as…