Program Director

Compucom is an industry leader in digital workplace services focused on creating better work experiences.
We deliver experience-enhancing solutions that power today’s digital workplace, with everything our customers need for real-time collaboration, connection, and support.

Why work for us? We put people first!

Our associates are our most valuable assets. Our mission is to partner with those who want to grow their skill set and make a positive impact, as we do. Future associates will have technical and problem-solving skills, practical experience and great customer service skills in order to be successful. We provide the opportunity to learn both hands-on in the job, and through internal courses and external career development courses. A dynamic workplace requires a dynamic workforce.

If you are a great fit on all levels, from skill set to alignment with our company culture, we look forward to hearing from you.

C$85,000-C$95,000 per year Toronto, ON, Canada 80% Remote

Job Description

The Program Director will own multiple clients and will be directly accountable for Profit and Loss and Growth of the customers. This individual will also build, manage, and develop a high performing team of technical support specialists. The ideal candidate will possess strong problem solving capabilities to include using various methods to help identify the opportunity for growth while focusing on operational efficiency.

The ideal candidate will have 7-10 years of experience in a program management role, specifically supporting clients in enhancing their end-user experience. This individual should have a proven track record of successfully managing large-scale client programs.

Remote role; however, the candidate must be based in Ontario and available to visit client locations as needed.

Responsibilities

• Own the overall Profit & Loss (revenue through Margin), growth, and Gross Margin Dollars for assigned clients.
• Direct the operations of customer relationship function for assigned accounts, focusing on providing customers with support, guidance, and knowledge resources to boost renewals and strive for zero churn.
• Develop strategies and processes to deliver a consistent client experience from onboarding through all phases of the customer lifecycle while promoting retention; Client Satisfaction to be measured via Net Promoter Score (NPS) and operational Customer Satisfaction measures (CSAT).
• Responsible for overall governance to include:
  • Monthly Business Review
  • Strategic: innovative road mapping
• Manage a team of Customer Relationship team members to include providing leadership, addressing discipline issues, hiring and terminations, administrative duties, and training for continuous improvement.
• Conduct monthly account reviews with each client while identifying blind spots that may exist and opportunities to improve relationships and overall approach to account plans.
• Build trusted relationships with senior leaders on assigned accounts and act as an escalation point as need for the customer and the internal support team.
• Collaborate with other teams as needed to align customer brand, values, position, and opportunities with Compucom’s value proposition.
• Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the company.

Qualifications:

• Bachelor’s Degree in Business Management, Computer Science, or related field.
• 7-10 years of related experience
• Prior management experience with strong leadership skills
• Excellent delivery skills in related IT/Product categories
• Strong strategic and tactical account management skills
• Effective communicator with strong attention to detail
• Ability to work independently as well as in a team environment
• Experience in sales accounts in related IT/Product categories

Our benefits include: Medical, Dental, Vision, Life and AD&D Insurance, Disability Protection, Retirement Plan. Providing great benefits to you and your family is just one more way Compucom takes care of the people who make our company great!
Insurance coverage begins after 90 days of regular, full-time employment.

Equal Employment Opportunity CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.