Program Experience Manager

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. This Client is mission is to discover and deliver innovative medicines and solutions that address complex health issues and enhance people's lives.







Job Title: Program Experience Manager



Location: Austin, TX



Duration: 12 Months
Job Type: Temporary Assignment
Work Type: Onsite







Job Description:

• Responsible for the comprehensive end-to-end customer experience strategy, program coordination, and customer support, the Program Experience Manager will play an integral role in customer engagement with our programs and in building and maintaining a high level of program satisfaction.
• In addition, the Program Experience Manager will oversee the facilities and daily operations of the AMI Training Centers, ensuring the physical space is well-maintained, functional, and supports an optimal learning environment.
• The Program Experience Manager will report to the Associate Director, AMI Educational Engagement, and work closely with cross-functional partners to ensure overall program excellence.

Responsibilities:

• Support the end-to-end customer experience for the AMI Training Center Programs by organizing and coordinating all onsite program operations and hospitality.
• Serve as the primary point of contact for programs held at the AMI Training Center Austin location, including day-to-day activities for AMI Training Center Programs and all other corporate programs and events.
• Maintaining the training center facilities by monitoring the physical space and coordinating with facilities as needed.
• Carrying out daily operational tasks during educational programs, such as food and beverage management, site setup and preparation, and overall site management.
• Oversee vendor relationship management and budget, inclusive of sourcing and managing contracts, handling PO procurement, and AP submissions.
• Maintain inventory of supplies and materials used for training programs and events within the center.
• Manage cross-charging process for all non-AMI Immersive events and programs held at the AMI Training Center in Austin.
• Manage the HCP transparency reporting process for all AMI Immersive programs.
• Collaborate with cross-functional partners to ensure seamless program integration.
• Address issues promptly and effectively and ensure timely resolution of customer inquiries and concerns.
• Develop and maintain a high level of knowledge of Client's Aesthetics products and programs.
• Perform other duties as assigned.

Qualifications:

• Bachelor's degree is required
• 5+ years of experience in training and development and/or hospitality is required
• Excellent interpersonal/relationship building and communication skills
• Strong organizational skills and the ability to meet deadlines in a very fast-paced environment
• High degree of flexibility in adapting to a rapidly changing environment
• High level of accountability, reliability, agility, and responsiveness
• Keen eye for detail, and unmatched enthusiasm for hospitality
• High-energy, self-motivated and task oriented
• Comfortable integrating technology into center initiatives
• Must be proficient in the use of Microsoft Word, Excel and Outlook
• Experience with Cvent is preferred
• Flexibility in work hours and overtime (including weekends) is required.

Top 3 5 Skills Needed for each role:

• Customer experience and hospitality management. Ability to anticipate customer needs and create a polished, welcoming, high-quality experience throughout every program.
• Program and event operations. Strong ability to coordinate onsite logistics, facility readiness, food and beverage, program setup, inventory, and day-to-day execution.
• Organization and attention to detail. Ability to manage multiple priorities, meet deadlines, maintain accurate records, and ensure that no detail is overlooked in a fast-paced environment.
• Relationship building and communication. Excellent interpersonal skills for working with customers, vendors, internal partners, and cross-functional teams while serving as the primary onsite contact.
• Commitment and flexibility. Brings a strong work ethic and a hands-on, team-first approach, with the reliability and flexibility needed to supports programs during occasional non-traditional hours.

Analytical and Reading Skills:

• Ability to read, understand and abide by company procedures. Ability to define problems, collect data, establish facts, draw valid conclusions and report on findings.

Physical Requirements:

• The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit, stand, walk and talk and hear; up to 8 hours per day.
• The employee is regularly required to lift and carry up to 10 pounds and occasionally lift and carry up to 25 pounds.
• Duties also involve daily keyboard data entry. Specific vision abilities required by this job include close vision.

Work Environment:

• Most work is performed in an office-like setting.
• The noise level in the environment is usually low to moderate.
• Employee may be required to drive to different vendor locations and is exposed to outside weather conditions; close, distance, and peripheral vision are required along with the ability to adjust focus and depth perception.

Safety:

• Client is committed to the health and safety of our employees.
• We expect that all employees will perform their responsibilities while maintaining a safe, cooperative, and productive work environment, thus ensuring the health and safety of themselves and others.

Additional Requirements:

• Role is based in Austin, TX
• Ability to travel up to 20% + domestically (including overnight) is required
• Valid driver's license issued by the state in which the individual resides, good driving record.
• Responsible for performing all duties in compliance following the appropriate regulations and all other international regulatory requirements with which Client Aesthetics complies.

TekWissen Group is an equal opportunity employer supporting workforce diversity.