Program Director Customer Service

Knapp Inc•Kennesaw, GA

8d•Hybrid

About The Position

The Program Director is a senior leader responsible for the end-to-end success of major customer service programs within the MHE industry. This role oversees cross-functional service delivery, strategic account management, financial performance, and customer satisfaction. The Program Director serves as the escalation point for high-impact issues, including after-hours and weekend support, while driving continuous improvement and accountability across all aspects of the program.

Requirements

Bachelor’s Degree in Business Administration or Supply Chain, MBA in Business Operations preferred, plus 10+ years direct experience in project management or similar role or equivalent combination of education, experience and training.
5+ years experience leading a team
Proven track record of managing strategic customer accounts and delivering operational excellence.
Strong financial acumen, with experience managing program budgets and P&L.
Excellent verbal and written communication skills
Demonstrated knowledge of KNAPP and third-party products
Excellent English language skills
In depth contract knowledge
Professional questioning and listening skills
Proactive and accountable
Strong attention to detail
Good judgment
Flexible and adaptable
Team player
Ability to work well under pressure
Authorization to work in the U.S.
Passport or ability to obtain passport.
Professional office etiquette is required at all times.
Travel required up to 50% of the time including both domestic and international travel.
Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting to 50 pounds.

Responsibilities

Lead and manage complex customer programs involving Resident Services, Spare Parts, Preventive Maintenance, Service Desk, and Account Management teams.
Ensure service delivery meets or exceeds contractual KPIs, SLAs, and safety standards.
Own the program lifecycle from planning through execution, stabilization, and continuous improvement.
Organization and further development of the team in collaboration with the specialist departments. Definition of roles & responsibilities, the organizational chart and communication channels
Leading the team towards organizational goals
Management of internal and external stakeholders
Creation, monitoring and validation of project documents (e.g. schedule, release layouts, specifications, etc.) together with project team members
System maintenance of all documents in the IT landscape (appointments, master data, documents, etc.)
Cyclical determination of the project status together with team members and stakeholders.
Responsibility for compliance with standards and ongoing monitoring of implementation
Responsibility for compliance with the KNAPP processes within the team, especially the processing and quality management process.
Act as the primary business owner for key customer accounts within assigned programs.
Build and maintain executive-level relationships with customers to foster trust and long-term partnerships.
Lead regular performance reviews, service assessments, and strategic planning with customer stakeholders.
Obtaining all required approvals (customer, supplier, etc.).
Documentation and customer communication of contractual services
Serve as the senior point of escalation for customer issues, including high-severity incidents and service disruptions.
Provide leadership and support during after-hours and weekend escalations to ensure timely resolution and communication.
Coordinate with internal teams to implement corrective actions and root cause analysis.
Own full P&L responsibility for assigned programs.
Drive cost control, revenue growth, and margin improvement across the service portfolio.
Collaborate with Finance and Sales to manage budgets, forecasts, invoicing accuracy, and contract compliance.
Triggering, tracking and ensuring all payment flows for services, including appropriate measures in the event of failure.
Continuous risk, claim and CR management and documentation of corresponding costs.
Lead cross-functional program teams and provide coaching to Program Managers, Account Managers, and support leads.
Align resource planning with program demands and customer expectations.
Promote a culture of accountability, performance, and customer-centricity.
Decision preparation for making the decision according to the cost/date/quality criteria.
Track and report on program KPIs, customer satisfaction, and operational performance.
Use data to identify trends, risks, and opportunities for improvement.
Present program performance and strategy updates to internal leadership and customers.
Preparation of progress reports together with team members, cyclical and situation-dependent reporting to internal and external stakeholders
Transfer of know-how to the parent organization together with team members and representatives of the parent organization (lessons learned)
Compliance and implementation of quality guidelines (e.g. handover portal, error costs, etc.)
Regular coordination within the team with a focus on status, upcoming milestones, adjustments, implementation of quality guidelines
Participation in external steering groups
Bringing own knowledge and experience into the project work of your colleagues, willingness to provide technical and logistical assistance and support in the preparation and implementation of important milestones such as handover, implementation, QBR

Benefits

2 remote days per week
Half day Fridays
A beautiful new, state-of-the-art, office complex in Kennesaw, GA
Industry competitive compensation
Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
401k with a very generous employer match and no vesting!
Paid Vacation & Holidays
Profit Sharing
Paid Parental Leave
Subsidized Daycare
Tuition Reimbursement
Pet Insurance
Subsidized food delivery
Monthly celebrations
Quarterly employee events
Corporate Social Responsibility including recycling, sustainability and volunteering