Program Manager

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.

Examples of Areas of Responsibility:

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 necessary to emergency situations
• Review and approve work proposals to ensure service and margin goals are being met
• Drive Account Managers to meet monthly, seasonal, and project deadlines as necessary.

Account Growth & Development

• Analyze account to identify and address areas of opportunity for margin and/or service improvement
• Identify out-of-scope opportunities in collaboration with the Enhancement Team & Field Team regarding site inspections
• Identify the competitive environment and develop ways to improve the company's relative position in the market
• Drive monthly revenue and margin improvement goals, coordinating with other Program Managers and the Program Director
• In collaboration with the Procurement and Vendor Relations Group (VRG) departments, assist the Program Director with forecasting and budgeting monthly revenue targets
• Work directly with Procurement Buyers and senior management to oversee account rollouts and vendor partner onboarding
• Ensure vendors are assigned to sites within margin and vetted to ensure adequate services will be provided to client expectations

Requirements:

• Previous Management and/or Team Lead/Supervisor experience preferred in the Facilities Management industry or similar operations-driven field.
• Minimum education of a four-year degree in business related field or equivalent experience required
• Proficiency with the Microsoft Office suite
• Excellent problem-solving skills and attention to details
• Ability to operate independently, under pressure, to perform multiple concurrent tasks and responsibilities, and to deal with changing priorities, while maintaining personal effectiveness
• High level of commitment to customer service and teamwork
• Excellent relationship building and communication skills including ability to be client-facing.
• Prior billing experience (a plus)

Position Type/Expected Hours of Work This position is considered an exempt position under federal and applicable state wage and hour law. The general days and hours of work are Monday through Friday, 8:30 a.m. to 5:30 p.m. While the standard workweek is approximately 4045 hours, additional hours may be required based on business needs and deadlines. Flexibility in schedule is expected to ensure responsibilities are met.

Minimal travel may be required based on business need.

Ferrandino & Son Inc. is a national facility maintenance services company providing our clients with superior service. Our employees are provided comprehensive benefit options including Medical, Dental, Vision, Life Insurance, 401(k) with company match and more! We provide for learning and development of our team based on their job function and opportunities for growth.