Program Manager- Print and Mail

About the Role Maintains strategic oversight of all program elements across a cross-regional or national portfolio of assigned accounts with annual revenue between $850k and $2M. Responsible for oversight of the Sales/TCO Process, Implementation Process, and Program Management Process. Builds strong relationships with key decision makers at each assigned account to ensure customer satisfaction and profitability. Responsibilities PROGRAM MANAGEMENT Directly manages assigned resources relative to the full spectrum of the Sales/TCO, Implementation, and Program-Management Processes at each assigned account. Supports the Change Management requirements at each assigned account by providing advisory around leveraging Change Management’s expertise, available metrics, and Canon Account team insight to implement activities designed to optimize program performance within targeted groups. Works with assigned managers and business unit leaders to ensure effective leveraging of program metrics and other resources to develop and institute activities designed to optimize program performance and cost savings achievement. RELATIONSHIP MANAGEMENT Develops and manages the relationship with the daily and senior level administrators within each assigned account. Resolves complaints escalated by the Program Administrator or other end users. Ensures all Canon products are represented in opportunities of interest. Maintains regular contact with key client contacts at each account. Manages relationships with third‑party suppliers/vendors, monitors performance against KPIs, SLAs, and/or customer expectations, and implements corrective actions as required. Ensures customer satisfaction and profitability by ensuring compliance with established standards and policies for the operation, and drives the management and development of site human resources. BUSINESS DEVELOPMENT Works with Sales and Strategy in the formation of proposals for business expansion within existing clients. Supports the Strategy Team with operation analysis, recommendations and effective portfolio management to meet business expansion goals (service expansions and new service sales) within assigned accounts. Leads operations involvement in the sales process for new business generation to meet business expansion goals (new client sales). PEOPLE MANAGEMENT AND DEVELOPMENT Ensures effective performance management with direct reports and oversees the annual performance management process, completing annual performance reviews for all eligible employees. Trains and mentors direct and indirect staff. Ensures effective two‑way communication with direct reports and within the area of responsibility. Coaches and develops direct reports and ensures effectiveness in all areas of responsibility. Recruits and selects direct reports and key roles. Contributes to the succession planning process for management positions. Implements management by objectives for direct reports. Ensures all Human Resources matters are managed effectively and consistently. Manages the strategic allocation of resources. Supports corporate and business unit Human Resources initiatives. CONTINUOUS IMPROVEMENT Creates and fosters a culture of continuous improvement. Ensures effective implementation of the customer relations plan. Maintains operation compliance and standards. Facilitates the sharing of standard practices. Requests and coordinates resources in supporting the on‑site operations. FINANCIAL MANAGEMENT Accountable for the financial performance of accounts against budget. Ensures a structured plan for profit enhancement is in place. Develops and analyzes monthly performance progress reports; takes appropriate action. Manages forecasting as required. Participates in the development of productivity and performance measurements as required. Ensures contract compliance exists. Ensures effective and timely billing and invoicing processes are in place for each assigned account. Qualifications Salary range: $77,180 – $105,980 annually. Bachelor’s degree in a relevant field or equivalent experience required. 7 years related experience and management experience required. Experience as a Program Manager in a Technology or Professional Services Environment, with operations and financial knowledge. Leadership ability, strong interpersonal and communication skills, and problem‑solving and analytical skills required. Significant experience in a customer‑service oriented environment. Experience interfacing with senior‑level customer contacts. Position requires up to 40% overnight travel (valid driver’s license and acceptable driving record necessary). Benefits Employee referral bonus Employee discounts Dress for Your Day attire program (casual is welcome) Volunteer opportunities to give back to the local community Swag: a Canon welcome kit and official merchandise Medical, dental, vision, 401(k) savings plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. Workstyle Description Full‑time on‑site: This position requires full‑time presence at your assigned office(s)/worksite(s)/territory on your scheduled work days. EEO Statement We comply with all applicable federal, state, and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor. You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. #J-18808-Ljbffr