Program Manager

Job Title

BI Incorporated

Job Description

The Program Manager provides continuous support of the Illinois Department of Corrections & Pretrial accounts through on-site technical support, training, troubleshooting, report analysis, and programmatic assistance and guidance to operate an effective electronic monitoring (EM) program with high satisfaction levels. Responsible for developing and cultivating long-term business relationships with account stakeholders resulting in the retention and growth of accounts through the use of the Company continuum of products and services.

Primary Duties And Responsibilities

• The Program Manager meets with each department's administrative staff, a minimum of quarterly, or as needed, on a formal and informal basis. Participates in on-site or teleconference meetings to determine the overall health of the programs and needs of each agency, ensuring contract compliance, and reports information internally.
• Stays current on each department's policies, procedures, and any contract modifications.
• Develops and enhances relationships with key officials of each department to promote Company products and services.
• Arranges equipment demonstrations and/or site visits to introduce Company products and services.
• Meets with IL DOC and Pretrial Managers/Supervisors within each State office location, preferred to be at least once annually, to understand the program health for their respective offices and area of responsibility, address problem areas, and provide recommended solutions.
• Reports meeting topics and outcomes to each department's administrative staff and internally, as appropriate.
• The Program Manager works with each department on inventory reconciliation and management. Assists in recovering and returning excess spare equipment and report any losses in a timely manner to the extent possible.
• Assists with billing related administrative issues and price correction work in conjunction with Accounts Receivable.
• The Program Manager delivers customer-site training on the usage of electronic monitoring equipment and software products to ensure each department's effective and successful use of the program.
• Identifies and evaluates each department's training needs, and conducts new employee or refresher training as necessary, or at the direction of the departments.
• Receives feedback regarding installer program performance. Reports this information to the Manager, Install Services. Provides assistance with installer candidate interviews and new-hire installer training, upon request of the Manager, Install Services.
• Acts as a communication liaison between the Company and the departments at all levels to ensure prompt resolution of concerns and issues, and continued customer satisfaction.
• Acts as a communication liaison between the Company and Illinois based lobbyist to ensure Company adheres to any legislative changes that may impact the EM program.
• Communicates with internal teams, including Sales Management, Product Management, Monitoring Operations, Customer Business Services, and Manufacturing to improve the entire customer experience.
• Provides recommendations to resolve identified problem areas and proactively works with each department's administrative staff to develop and implement appropriate corrective strategies.
• Analyzes, summarizes, and provides reports to each department's administrative staff and managers, as directed.
• Provides programmatic assistance to each department's administration and managers by receiving and documenting programmatic updates and needs, coordinating retrieval of historical information for court purposes, and providing court testimony as required.
• Performs other duties as assigned.

Qualifications

Minimum Requirements:

• Bachelor's Degree in Criminal Justice or related field, or equivalent work experience.
• Minimum of two (2) years of experience in account management, customer support, or training.
• Minimum one (1) year of full-time residency in Illinois preferred.
• Valid state driver's license and the ability to safely operate a motor vehicle required for travel to customer sites.
• Some experience with the criminal justice system preferred.
• Basic knowledge of Company products and services.
• Excellent oral and written communication skills with internal and external contacts at all levels.
• Excellent interpersonal and customer service skills.
• Strong presentation, problem solving, and analytical skills.
• Self-starter with the ability to work independently, manage multiple priorities simultaneously, and prioritize appropriately.
• Strong computer skills with solid knowledge of Microsoft applications.
• Basic knowledge of Salesforce computer program preferred.
• Basic knowledge of the criminal justice system preferred.

Working Conditions

• Works from a home office or typical office environment and location, as directed by the Company. Must be located within the state of Illinois.
• Extensive travel within the state of Illinois is required.
• Ability to stand, walk, stoop, kneel, crouch or crawl, to reach with hands and arms and to use hands in order to set up and demonstrate equipment
• Ability to lift up to 25 pounds in order to set up and demonstrate equipment.
• Use of standard office equipment such as copier, computer, keyboard, and telephone.
• Bi-annual travel to company business meetings required.

Equal Opportunity Employer