Program Manager, Facilities

ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage and pay for repair and maintenance services from commercial contractors. ServiceChannel is well established, but even after almost 20 years we still retain the spirit of a startup. We are primed for success, and we are currently on a high growth trajectory. We are committed to delivering great products and services for our customers & a great work environment for our employees to succeed professionally and personally.

Job Overview: As the Program Manager for your assigned ServiceChannel Managed customer, you are responsible for the execution and Customer Success for their facility program. ServiceChannel Managed is a partner to our customers to oversee all facilities and related services. Our goal is to streamline operations, improve efficiency and optimize our resources and software platform into one cohesive framework. This role involves ensuring the efficient operation and management of facilities work orders created in the ServiceChannel Platform, a high level of cross functional partnership with multiple departments and leading a team to achieve the customers repair & maintenance goals.

Key Responsibilities:

• Strategic Planning: Develop and implement integrated facilities management strategies that align with the customer's business objectives based on your regular conversations with them

• Team Leadership: Manage and lead a team of facilities professionals, including training, development, and performance evaluation.

• Customer Stewardship: Ensure high levels of customer satisfaction through proactive and clear communication with the customer points of contact.

• Operational Oversight: Oversee your teams daily work in the customers repair and maintenance work order management, ensuring they are compliant with the customers Standard Operating Procedures.

• Vendor Management: Partnering with our Provider Development Manager assigned to your customer, you will work together to communicate the customers needs and opportunities for improvement to continuously improve quality service delivery from our network of providers

• Project Management: Lead customer-initiated projects from planning through execution, ensuring they are completed on time, within scope and clearly communicated with the customer in weekly meetings.

• Risk Management: Identify and mitigate risks related to customer health, ensuring any risk to the customers relationship with ServiceChannel is identified and documented immediately with countermeasures

• Reporting and Analysis: Proactively develop and present regular analytics reports on the customers location portfolio performance, including key metrics and improvement recommendations.

Required Skills & Experience

• Bachelor’s degree in Facilities Management, Business Administration, or related field

• Minimum of 5 years of experience in facilities management or a related field, with at least 2 years in a leadership role.

• Strong knowledge of facilities management best practices, building systems, and relevant regulations.

• Excellent leadership, communication, and interpersonal skills.

• Proven ability to analyze data and make best practice recommendations to the customer or internal teams

• Must possess demonstrated ability to be adaptable, coachable and responsive to feedback; and comfortable with change management.

• Independence: Ability to work independently from home with a strong record of attendance and punctuality.

• Organizational Skills: Exceptional organizational and time management abilities.

• Strong problem-solving and decision-making abilities.

• This position requires a high level of experience in analyzing data and highly experienced in Microsoft Excel and Powerpoint.

Preferred Skills & Experience

• Proficiency in facilities management software (e.g., ServiceChannel) and customer relationship management (CRM) tools (Salesforce/Gainsight)

• Certification in Facilities Management (e.g., IFMA, BIFM) is a plus.

Working Conditions

• Flexibility: Ability to handle special projects and emergencies; flexible schedule starting at 8 AM EST with occasional evening and weekend work, as well as on-call availability for emergencies

• Comfort with Remote Work: This is a completely remote position that requires being comfortable with on camera virtual meetings.

• Travel: 10% travel may be necessary

Why Work for Us?

Our work environment is dynamic, collaborative, and entrepreneurial - We are firm believers in working to live and not living to work. Don’t get us wrong, we work hard and do what it takes to get the job done, but we value a healthy work/life balance and have a lot of fun along the way. Our company is filled with foodies, music lovers, travelers and sports nuts. We are looking for energetic, positive, creative problem solvers who don’t mind digging in and getting their proverbial hands dirty.

In addition to striving to create the best possible environment for our ServiceChannel team members, we also support them outside of work as well through generous medical, dental, and vision insurance, life insurance, 401k with match, a flexible time-off policy, and paid parental leave. Our greatest benefit, however, is our amazing ServiceChannel team!