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Program Manager

Program Manager

XeroxReno, Nevada, United States
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Overview :

As part of the Delivery Operations Team this role is aligned with either single or multiple client accounts. This role provides a key support function for our clients by providing program leadership and project execution on client engagements; effectively and regularly communicating project and program results to internal and external executives, clients and partners.

The MPS Program Manager leads the daily on-site work functions for service delivery, identifies and solves issues and conflicts; proactively manages changes in project deliverables, identifies potential out of scope activities, devises contingency plans when required and creates recommendations to be used on future service delivery enhancements.

The objective of the position is to drive superior customer service through participation and coordination, with the on-site and account teams to meet the contracted service levels.

Duties, Roles and Responsibilities :

Operations support :

  • Responsible for the overall delivery of contracted services at client sites\Serve as the primary customer contact for equipment support and service, escalation and ticket management\Attend operations staff and / or / client meetings and act as an operations focal point for the client account\Implement and maintain an Asset and Consumable Management Program
  • Implements and supports Value Assurance Process at client site
  • Implements and supports Critical Processes such as Client Accounts Procedures Manual, (CAPM), Operational Resource Utilization Tool, (ORU), Global Services Delivery Model, (GSDM) and the Onsite Security Assessment Program (OSA).
  • Ensures proper staffing levels to guarantee delivery of SOWs / SOPs
  • Supports AA / On Site personnel and Xerox contracted workforce
  • Does not perform managerial HRM tasks (PEP, MIP, Hiring, PIP)

Communications :

  • Ensures day to day interface with account key contacts.
  • Works closely with immediate manager sharing information and following-up with account activity.
  • Coordinates and leads internal and external site team meetings.
  • Participates in internal and external account reviews
  • Measures customer satisfaction through surveys or tools.

    • Billing and expense management :

  • Performs timely submission of billing requirements with all associated reporting.
  • Supply / Inventory management.
  • Tracks and reports on key account activity to ensure proper billing.

    • Essential Functions :

  • Use of Computer : Email, MS Word, Excel, PowerPoint
  • Problem resolution and escalation
  • Excellent verbal and written communications
  • Use of organizational and time management skills to facilitate client deliverables
  • Ability to manage multiple tasks
  • Working knowledge of electronic repositories (creation, file retrieval, security)
  • Interpersonal skills and technical understanding sufficient to facilitate communication between clients, stakeholders, specialists and non
  • technical users (internal or external).

    • Schedule :

  • 8 : 00 AM to 5 : 00 PM (Mondays to Fridays) Fixed weekends Off!

    • Benefits We Offer :

  • Competitive compensation
  • Comprehensive benefits offerings (including medical, dental, vision, life insurance)
  • Retirement Plan – 401k
  • Paid holidays, personal choice days, and paid time off
  • A culture that offers flexibility and a healthy work-life balance
  • Working Environment :
  • Works in normal office conditions, Occasional work in assembly process areas, occasional work in mechanical model shop, and occasional external customer interface.

    • With Our Technology, Build Your Future at Xerox. Apply Now! #LI-DS1#LI-Remote

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