Program Manager

Program Manager

The Program Manager is responsible for supporting the overall success and performance of a dedicated client account by coordinating strategic initiatives, monitoring operational and financial performance, and serving as a key liaison between the client and internal support teams. This role partners closely with account leadership to ensure the successful execution of business objectives, continuous improvement initiatives, and a positive client experience.

Key Responsibilities

• Support the execution of account-wide strategies and initiatives designed to improve operational performance, financial results, and client satisfaction.
• Build and maintain effective working relationships with client stakeholders and internal partners to ensure alignment on priorities, objectives, and expectations.
• Monitor and analyze key account performance metrics, including sales, participation, customer satisfaction, labor, food cost, subsidy, and other operational KPIs.
• Develop recurring reports, dashboards, scorecards, and presentations that provide actionable insights to account and client leadership.
• Assist with budgeting, forecasting, business planning, and financial performance reviews by identifying trends, risks, and opportunities.
• Coordinate cross-functional initiatives involving operations, culinary, hospitality, facilities, technology, finance, and other support teams.
• Drive accountability for action items and strategic initiatives through regular tracking, follow-up, and stakeholder communication.
• Support the planning and execution of client business reviews, workshops, account success plans, surveys, and other engagement activities.
• Identify opportunities for operational improvement and work with account leadership to implement solutions that enhance service delivery and client outcomes.
• Facilitate communication between the client account and corporate support teams to ensure timely resolution of issues and successful implementation of programs and initiatives.
• Create executive-level presentations, analyses, and recommendations to support decision-making and strategic planning.
• Maintain project plans, timelines, and deliverables to ensure initiatives are completed on schedule and aligned with account objectives.

Qualifications

• Bachelor's degree in Business, Hospitality, Operations Management, Finance, or a related field, or equivalent experience.
• Experience supporting client-facing programs, operations, account management, or business initiatives.
• Strong analytical skills with experience using reporting and business intelligence tools.
• Ability to interpret financial and operational data and communicate insights effectively.
• Excellent communication, presentation, and stakeholder management skills.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Proficiency in Microsoft Office Suite, including Excel and PowerPoint.

Success Measures

• Achievement of key account operational and financial objectives.
• Improved client satisfaction and engagement.
• Successful execution of strategic initiatives and action plans.
• Delivery of accurate and timely reporting, analysis, and recommendations.
• Strong collaboration between account teams, support functions, and client stakeholders.
• Effective management of projects, timelines, and stakeholder expectations.

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.

ISS offers full-time employees a variety of benefits, including medical, dental, life, and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $105000.00 - $115000.00 . Final compensation will be determined based on experience and skills and may vary from the above range.

To Executive Search Firms and Staffing Agencies: ISS Facility Services / Guckenheimer does not accept unsolicited resumes from agencies. All unsolicited resumes will be considered ISS Facility Services / Guckenheimer property, and ISS Facility Services / Guckenheimer will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the ISS Facility Services / Guckenheimer Human Resources Talent Acquisition Department.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate. Employment with ISS/Guckenheimer may be contingent upon successful completion of a background check and, where appliable, a drug and/or alcohol screening, in accordance with applicable laws and Company requirements.