Business Title Program Management Sup I - Louisville, KY (Remote)

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Job Description:

Job Description
The Middle Market Program Management Supervisor is the primary day-to-day contact for numerous regional middle market / small customers not supported by the global program management team.  He/She maintains day-to-day contact with clients to ensure operational execution of customer requirements, to resolve customer issues, to identify ways to improve service, and to add value to the relationship. This position acts as the local advocate and trusted business advisor. The Middle Market Program Management Supervisor is accountable for efforts to reduce customer churn. He/She identifies opportunities to expand the customer relationship, conducts quarterly business and customer review meetings, tracks program metrics and profitability, monitors client billing, and guards against scope creep in relationships. The Middle Market Program Management Supervisor collaborates with the Customer Support Manager, Regional Function Managers, and members of senior staff in the client organization. This position may manage administrative Program Management support representatives who each support multiple accounts.

RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO:

Manages and Develops Others

• Manages resources and people processes (e.g., Training, Staffing, etc.) to ensure the day to day administration of processes and formal procedures.
• Identifies individual and team skill gaps and developmental opportunities (e.g., training, special assignments, conferences, projects, etc.) to facilitate individual and team development.
• Ensures that direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop them personally and professionally.
• Conducts frequent performance evaluations in a consistent, fair, and objective manner to facilitate open communication and encourage continuous performance improvement.
• Holds others accountable to established performance levels to achieve individual and group goals.
• Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork.
• Coaches others and provides on-going feedback and support to improve performance.
• Identifies opportunities to involve others in new and challenging work assignments and/or rotations that advance the skills and capabilities of individuals and the organization.
• Makes salary recommendations to reward employee performance.

Manages Customer Accounts and Support Activities

• Identifies, resolves, and escalates issues and concerns (i.e., customer visibility systems) from Business Development, customers, and Operations to ensure customers’ needs are met.
• Manages the administration of customer surveys to identify trends, process improvements, issues, and satisfaction levels.
• Manages revenue retention and churn reduction to retain customers and maintain revenue levels.
• Gathers and shares customer service best practices to ensure high levels of customer service.
• Manages a portfolio of customer accounts to ensure customer satisfaction and grow UPS business.
• Manages customer special projects, identifies appropriate billing for project, provides customer with a cost estimate for project, outlines project plan with feedback from the Customer Support Specialist, and communicates with Area Managers on project plan and requirements.
• For special customer data requests gather, organize, and create reporting (outside of our standard reporting metrics) or works with customer to submit an IT Project with customer agreement to fund new report development.
• Designs and oversees compilation of data suites for monthly / quarterly SLA reporting and business reviews.

Manages Budget, Financial, and Functional Activities

• Maintains open lines of communication to ensure essential information and work expectations are clearly communicated to the staff if needed.
• Sponsors the creation and implementation of programs to develop product and regulatory knowledge for Program Management employees.
• Monitors and manages costs to ensure expenditures are within the