Program Director

Global Clients Americas Program Director (GCA PD)

Location: Fully Remote (U.S.-based) | Up to 15% travel
Salary: $100,000 – $116,000 annually (Car Allowance Included)
Reports To: Vice President, Global Clients Americas

Position Summary

The Global Clients Americas (GCA) Program Director plays a key leadership role overseeing multiple retail clients. This individual ensures operational excellence, client satisfaction, and strategic growth through proactive management and collaboration across multiple regions.

The ideal candidate will bring a strong background in retail operations / managing retail clients, a deep understanding of customer service, and proven experience driving organic growth through relationship development, amendments, and proposals. They must be a confident communicator who takes initiative, works effectively with multiple District Managers, and thrives in a fast-paced, service-oriented environment.

Key Responsibilities

Client Engagement & Relationship Management

• Serve as the primary strategic partner and trusted advisor for assigned retail clients.
• Lead client communications, quarterly business reviews, and executive-level presentations.
• Proactively identify opportunities for organic growth through amendments, expansions, and proposals.
• Strengthen client partnerships through transparency, accountability, and a service-first approach.

Operational & Financial Leadership

• Maintain full P&L ownership for assigned portfolios, overseeing $10–20M in annual revenue.
• Monitor account performance, profitability, and compliance with contractual obligations.
• Collaborate closely with District Managers to ensure staffing, training, and service delivery align with client expectations.
• Utilize KPI tracking and data analytics to measure and improve performance outcomes.

Program Management & Governance

• Develop and standardize operating procedures to ensure consistency across multiple client sites.
• Oversee contract compliance, documentation, and change management related to amendments or proposals.
• Partner with internal functions (Finance, HR, Legal, and Technology) to support efficient, compliant, and high-quality delivery.
• Lead start-ups, transitions, and new project initiatives with precision and speed.

People Leadership & Collaboration

• Partner with and provide oversight for multiple District Managers supporting the retail portfolio.
• Foster strong internal communication and alignment between corporate, field, and client teams.
• Promote collaboration, accountability, and a culture of excellence across all teams.

Innovation & Strategic Improvement

• Identify new opportunities for service improvement, process innovation, and operational efficiency.
• Integrate technology and automation where beneficial to improve visibility and performance.
• Drive initiatives that strengthen long-term client retention and revenue growth.

Qualifications

Education & Experience

• Bachelor’s degree or equivalent combination of education and experience.
• 5+ years of progressive leadership experience in operations, security program management, or account management.
• Retail industry experience or experience supporting retail clients required.
• Demonstrated success in managing multi-site or multi-client portfolios.
• Proven ability to develop and present proposals, amendments, and growth plans.

Technical Skills

• Advanced proficiency in Microsoft Excel and PowerPoint; strong presentation and data reporting skills.
• Experience with Smartsheet, Oracle ERP systems, or other workflow tools preferred.
• Strong business writing skills, with an emphasis on client proposals and communications.

Core Competencies

• Excellent communication and relationship management abilities.
• Strong customer service orientation and sense of accountability.<