Program Manager-Experiential Technology Group

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences. As a Program Manager, you will be responsible for coordination and communication between key client and internal AVI-SPL stakeholders for large client program accounts to ensure customer satisfaction and drive strategic initiatives.

Responsibilities:

• Develop and maintain customer relationships with key decision makers and other influencers necessary to properly manage all aspects of the account
• Direct liaison with the customer as the primary owner of all communications related to project deployments, service level agreements, open service tickets, risks and escalations as necessary
• Manage and drive financial accountability throughout the various aspects of the account and ensure additional KPI metrics are achieved as necessary
• Drive the highest level of customer satisfaction attainment by leveraging best practices and necessary resources aligned to the customer strategy
• Conduct lessons learned meetings on an as needed basis with internal AVI-SPL stakeholders to drive corrective measures to retain the highest level of client satisfaction
• Host regular meeting cadence with necessary internal AVI-SPL stakeholders to ensure alignment with customer needs and strategy
• Provide direct interaction with service management to ensure smooth transition from project completion to service ownership
• Oversee the process of recruiting, interviewing, hiring, training & staffing key roles that will be engaged directly with the account
• Serve as administrator for meetings, documentation, resources and contacts while acting as an escalation point for any customer concerns
• Support deployment of international project and service needs with a keen understanding of regional differences
• Assist the customer in managing and monitoring standards with design and deployment to promote innovation, quality and consistency of experience
• Provide leadership to ensure that the business outcomes, user experience and ongoing user adoption is consistently attained throughout the client organization
• Other duties assigned as needed

Requirements:

• Demonstrated experience working with multiple accounts/program deployments
• Demonstrated Project/Program Management or leadership role (direct or indirect)
• Valid and current Project Management Professional® (PMP) / PRINCE2 Practitioner certification
• Ability to lead and contribute individually, as well as work productively within a team and across functional disciplines
• Strong communication skills, both written and oral – along with professional, interpersonal and relationship building skills
• Strong business acumen and ability to interface credibly at all internal and external organization levels
• Strong ability to multi-task, prioritize, manage time and work in a self-directed manner
• Demonstrate leadership and management skills in a team-oriented, collaborative environment
• Exceptional strategic thinking and structured problem-solving skills
• Technical aptitude and ability to be a self-driven learner with credible understanding of Broadcast, Audio/Visual, Collaboration and Meeting space technologies overall
• Proficient with Microsoft Office (Word, Excel, Outlook), Microsoft Project and Adobe Acrobat
• Minimum 5 years of experience in AV technology or Enterprise Technology management
• Formal education in Audio Visual, Construction, Technology or related
• Background in broadcast projects