Program Manager

Program ManagerSprout is a global IT hardware retirement provider for hyperscaler and enterprise clients. We leverage a nationwide footprint (and international partner network) combined with proprietary software to enable efficient end-to-end IT asset disposition (ITAD) with a focus on data-bearing devices from the client to the cloud. The company is headquartered in Charlotte, NC with additional operations near Sacramento, Dallas, and Boston. Sprout provides software and services to clients in the form of our IT Asset Disposition, Certified Destruction, and Responsible Recycling solutions.Since our founding as an electronic waste startup from a Duke University dorm room in 2014, we have been expanding at an average rate of >66% each year. By adhering to our 3 values (One Sprout, Deliver Excellence, and Integrity Matters), we are proud of our culture to move at #SproutSpeed to become the emerging leader in our industry.The Program Manager is a senior individual contributor responsible for end-to-end ownership of Sprout's most strategic, high-value accounts. This role combines operational excellence, relationship leadership, and commercial growth strategy to drive success across a small portfolio of complex clients. With deep systems knowledge, cross-functional fluency, and a proactive mindset, the Program Manager serves as both the face of Sprout to the client and the voice of the client within Sprout. This role is expected to operate with full autonomy, accountability, and velocity—setting the standard for customer engagement, execution, and expansion.ResponsibilitiesOwn a portfolio of 3–5 high-priority accounts, managing programs with complex operational, reporting, and compliance requirements.Lead client engagements across the full lifecycle, including onboarding transitions, issue resolution, QBR facilitation, custom reporting delivery, and strategic alignment.Identify account trends, surface insights, and guide customer strategy using internal tools and data sets (e.g., PowerBI, Salesforce, SERP).Partner with internal teams across Sales, Logistics, Operations, Service Delivery, and Finance to resolve issues, build solutions, and drive continuous improvement.Own escalations from start to finish, including documentation, cross-functional debriefs, corrective action planning, and customer communication.Help identify and drive cross-sell and upsell opportunities based on account maturity, stakeholder relationships, and program performance.Build deep, trust-based relationships beyond the initial point of contact—seeking to understand and engage with broader customer teams to strengthen account stickiness.Represent Sprout with clarity, professionalism, and speed in all customer-facing communication, written and verbal.Contribute to the design and evolution of Sprout's Client Success processes by sharing learnings, standardizing best practices, and coaching others through complex situations.QualificationsDemonstrated ability to manage high-complexity, high-stakes customer programs with minimal oversightDeep understanding of logistics, asset recovery, or ITAD workflows (or proven ability to learn them rapidly)Strong command of internal systems (SERP, Salesforce) and ability to interpret data from PowerBI and reporting dashboardsExecutive presence in both communication and execution—able to influence internally and externally across diverse teams and stakeholder levelsHigh organizational acumen: capable of driving concurrent initiatives, documenting clearly, and following through at speedConfidently navigates ambiguity and internal gaps, using strategic thinking and judgment to move initiatives forward without a predefined playbookIdentifies and acts on revenue opportunities through upsell, cross-sell, margin improvement, and strategic program expansionTakes full ownership from start to finish—following through without escalation, and ensuring outcomes even when responsibilities fall outside their laneEEO – Equal Employment OpportunityThe Company is an equal opportunity employer and does not discriminate on the basis of and all qualified applicants will receive consideration for employment without regard to race, creed, color, sex, affectional or sexual orientation, gender identity or expression, gender, ethnicity, religion, national origin, ancestry, nationality, age, disability, marital status, veteran status, genetic information, or on any other basis prohibited by law (except where an attribute is a bona fide occupational qualification)