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Program Manager - Schedule Liaisons
at Agile Sourcing Partners
Pico Rivera, CA

Program Manager - Schedule Liaisons
at Agile Sourcing Partners
Pico Rivera, CA

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Description

Job Description

 Job Summary

The successful candidate is responsible for the administration and oversight of the Customer Care program. administrative and scheduling coordination, interacting with a wide range of stakeholders and departments.  The candidate will ensure that the Customer Care team provides services in an efficient and timely manner.  This is a highly visible role that interacts with a wide range of internal and external stakeholders. able to independently resolve escalated issues by focusing on customer satisfaction as a top priority. This role will require the candidate to work in a team environment on problems of a diverse scope and manage their own time to successfully complete assigned tasks by required dates.

Job Functions

Customer Service

  • Ensures improved customer satisfaction with respect to New Business activities by acting as a single point of contact capable of delivering/supporting results-oriented solutions. Interfaces with internal and external stakeholders.
  • Operates with a high degree of integrity and commitment to achieving and exceeding expectations.
  • Interfaces in person to maintain execution of contractual Service Level Agreements (“SLA”) with SCG such as response time, on time delivery and reporting with are met and there is 100% customer satisfaction with Agile services
  • Interfaces in person and builds credibility and trust with customers, SCG and Contractors through analysis and development of process improvements.
  • Demonstrates the ability to research and resolve wide range of escalated customer complaints
  • Interacts, follows up and communicates effectively with customers, SCG, Contractors and team mates
    • Performs the following activities as needed:
    • Provide administrative assistance to planner
    • Address all phone calls / email, answering as many questions as possible before passing on to the planner
    • Review customer application for completeness; obtain missing documents
    • Assist in follow up for permits and any additional documentation needed
    • Prepare job template used for scheduling
    • Review and prepare the planning packet for distribution to the contractor or SCG crew
    • Communicate with SCG’s customers regarding unavoidable service delays. 
    • Communicate information and responses to questions and concerns related to customer's project
    • Work with customer, contractor and various SCG departments to proactively resolve issues that could delay project start or completion.
    • Track milestones for reporting purposes, like the way contractor installers are measured today
  • Represents the internal voice of the customer and SCG regarding process and quality; drives customer satisfaction
  • Understands both customer and SCG needs, issues and requirements and can describe these clearly to internal/external stakeholders.

Decision Making

  • Independently resolves complex issues.
  • Ensures corrective actions are implemented and issue is resolved.
  • Oversees coordination of appropriate internal SCG groups or contractors required to facilitate corrective actions.
  • Takes independent action to ensure compliance with contracted service level deliverables
  • Oversees the efficiency improvements within the Services Department and between Customer, Agile and Contractor.
  • Demonstrates ability to review data, draw conclusions and take appropriate action.
  • Drives short and long-term planning, focused on achieving operational excellence.
  • Oversees the operational systems, processes, management reporting, information flow and management, business process and organizational planning.

Contractor Management

  • Ensures Contractors are operating at 100% on time job start and completion. 
  • Oversees the relationship with Contractors while assessing new opportunities.
  • Oversees performance and quality discussions with customers and Contractors
  • Oversees change management to ensure new processes are rolled out and adopted by end users

Document Control / Reporting and Analysis

  • Monitors to ensure all call logs are maintained and updated as calls occur
  • Presents SLAs, vendor performance and analysis to senior management at the customer, contractor or Agile.
  • Oversees preparation and execution of customer and Contractor meetings
  • Oversees preparation or creates new presentations. Presents Customer scorecards providing reporting on contract performance, including but not limited to SLAs, quality and other ad hoc reports on a weekly or monthly cadence to senior management.
  • Oversees preparation or creates new presentations. Presents Contractor scorecards with the Key Performance Indicators (“KPI”) for top tier Contractors, providing reporting on Contractor performance on a weekly or monthly cadence to senior management.
  • Uses reports to research and interpret the data and makes recommendations for improvements.
  • Responsible for development/management of the collection of information for benchmarking business processes such as performance metrics, quality costs, and customer complaints.

Leadership

  • Ensures the Liaisons demonstrate consistent communication, follow-up and resolution of issues in order to maintain the credibility and trust with customers, SCG and Contractors.
  • Develops processes and staff that are efficient, scalable and can be applied to multiple contracts.
  • Looks for ways to increase efficiency within the processes of the Operations Department and communicates improvement ideas.
  • Demonstrate a commitment to continuous improvement
  • Provides daily oversight and management to 2 Leads and 6-8 direct reports
  • Provides performance management and coaching (development, setting goals, performance reviews, corrective actions, etc.) to Account Administrators.  Provides development and coaching to the Leads to further their experience.
  • Resolves personnel issues under guidance and direction of Director of Services.
  • Manages the P&L of the SCG staffing portfolio to maximize profit
  • Oversees training and standard operating procedures.
  • Ensures business continuity by creating redundancy, back up support and documentation.

Business Development

  • Interacts, follows up and communicates effectively with customers, Contractors and other employees to assess new opportunities.
  • Identifies pull through business opportunities and potential value-added services with existing customers.

Program Management

  • For Customer Care, ensures NB customers receive timely communication, information and responses to questions and concerns related to their project and redirecting administrative work away from SCG Planners. 
  • For NB Construction, Ensures NB construction jobs start on time and that SCG’s customers receive excellent communication and service in the case of unavoidable delays. 

Requirements

  • Minimum Experience: 5-10 years leadership experience demonstrating progressive responsibility
  • Minimum Education: Associates Degree or Bachelors Degree in Business, Supply Chain, Construction Management or other applicable field preferred
  • Leadership skills to motivate cross-departmental teams’ performance towards excellence and develop team concepts and consensus-building management styles.
  • Required: Working experience in construction management and/or the utilities industry
  • Expert communicator with the ability to influence results when not in direct control.  Speaks clearly; listens and gets clarification when necessary; responds informatively to questions; participates in meetings.
  • Expert written communicator. Writes clearly; edits work; presents numerical data effectively; able to read and interpret written information. May need some support from lead on critical issues.
  • Expert interpersonal skills reflecting an ability to be patient and outgoing with people.
  • Expert with Microsoft Outlook, Word, Excel, and PowerPoint. Must have the ability to independently interact with and create basic spreadsheets.
  • Ability to multitask, think strategically, problem solve and collaborate with team members.
  • Highly motivated, results focused and acts with a high sense of urgency.
  • Exceptional attention to detail.
  • Excellent planning and prioritization skills with ability to multitask and maintain by adapting
  • Problem solving—the individual independently identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
  • Planning/organizing—the individual prioritizes and plans work activities for themselves and others, uses time efficiently and develops
  • Adaptability—the individual adapts to changes in the work environment, manages competing demands and able to deal with frequent change, delays or unexpected events both internally and with customer

Company Description

Agile is an award winning, woman and minority owned, national supply chain company with offices in over 8 locations across the country. Agile is one of the largest Latina owned distributors in the country in the utility and telecom industry with over $1B in transactions processed since Agile’s inception. Agile, like its name, is nimble like a start-up but professional and structured like the Fortune 100 companies Agile serves. Agile is looking for candidates who have experience working in a fast paced, creative and dynamic environments with complex industries.The right candidate should be committed to growing professionally and personally. The right candidate will see an opportunity to wear many hats, create processes and implement tools and technology that will further advance Agile in our journey for success. Agile has a proven history of promoting and developing everyone that comes through our doors and has a corporate goal of 100% employee development. Agile also strongly believes in work life balance with flexible work arrangements and with giving back to our communities with contributions to over 30 charitable organizations in the last year. In terms of what Agile does, Agile solves complex supply chain challenges for very large companies that are not able to solve those problems as quickly as Agile can. Additionally, Agile is a procurement and invoicing powerhouse in our industry that manages millions of dollars for complex projects, programs and contracts. Agile’s specific services range from warehousing, to professional staffing, to invoice management, to consulting.

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