Head of Programme Management

Program Manager- Print and Mail

Type: Full-Time

# Category: Office Services

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.

PROGRAM MANAGEMENT

Directly manages assigned resources relative to full spectrum of the (1) Sales/TCO, (2) Implementation, and (3) 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 the 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.

Maintains regular contact with key client contacts at each account.

Ensures effective relationships are in place and being managed with third‑party suppliers/vendors, including monitoring performance against KPIs, SLAs, and/or customer expectations and implementing corrective actions as required.

Ensures customer satisfaction and profitability by ensuring compliance with established standards and policies for the operation, and by driving the management and development of site human resources.

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. Completes the annual performance reviews for all eligible employees.

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.

Ensures the effective implementation of the customer relations plan.

Maintains operation compliance and standards. 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; 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.

Bachelor's degree in a relevant field or equivalent experience required.

7 years related experience and management experience required.

Requires operations and financial knowledge, experience as a Program Manager in a Technology or Professional Services Environment.

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).

Inc. is a leading provider of consumer, business‑to‑business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. S. patents granted for 41 consecutive years. is dedicated to its Kyosei philosophy of social and environmental responsibility.

You’ll be joining a leader in digital imaging and innovation with an immense opportunity to make an impact and create your own rewarding career. Employee referral bonus

Dress for Your Day attire program (casual is welcome, based on your job function)

Volunteer opportunities to give back to our local community

Inc. offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more.

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.