Program Manager-Experiential Technology Group

The Program Manager, Experiential Technology Group is a member of AVI-SPL's XTG organization accountable for all operations and service responsibilities for the Experiential Account(s) to which they are assigned. This particular role will be specific to our Enterprise Broadcast Team. This position is responsible for coordination and communication between key client, partner and internal AVI-SPL stakeholders to ensure the highest level of customer satisfaction attainment throughout all aspects of the sales, project & service lifecycle. This role is strategic in nature but will also lead tactical efforts within the account(s) by providing oversight, leadership and direction to ensure essential roles are properly staffed and KPI metrics are achieved.WHO WE AREAVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.WHAT YOU'LL DOAs a Program Manager, you will be responsible for coordination and communication between key client and internal AVI-SPL stakeholders for large client program/portfolio accounts to ensure the highest level of customer satisfaction attainment. This role is strategic in nature but will also lead tactical efforts within the account(s) by providing oversight, leadership and direction to ensure essential roles are properly staffed and KPI metrics are achieved.Day-To-Day Responsibilities:Develop and maintain customer relationships with key decision makers and other influencers necessary to properly manage all aspects of the accountDirect 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 necessaryManage and drive financial accountability throughout the various aspects of the account and ensure additional KPI metrics are achieved as necessaryDrive the highest level of customer satisfaction attainment by leveraging best practices and necessary resources aligned to the customer strategyConduct lessons learned meetings on an as needed basis with internal AVI-SPL stakeholders to drive corrective measures to retain the highest level of client satisfactionHost regular meeting cadence with necessary internal AVI-SPL stakeholders to ensure alignment with customer needs and strategyProvide direct interaction with service management to ensure smooth transition from project completion to service ownershipOversee the process of recruiting, interviewing, hiring, training & staffing key roles that will be engaged directly with the accountServe as administrator for meetings, documentation, resources and contacts while acting as an escalation point for any customer concernsSupport deployment of international project and service needs with a keen understanding of regional differencesAssist the customer in managing and monitoring standards with design and deployment to promote innovation, quality and consistency of experienceProvide leadership to ensure that the business outcomes, user experience and ongoing user adoption is consistently attained throughout the client organizationOther duties assigned as needed WHAT WE'RE LOOKING FOR Must-Haves:Demonstrated experience working with multiple accounts/program deploymentsDemonstrated Project/Program Management or leadership role (direct or indirect)Valid and current Project Management Professional (PMP) / PRINCE2 Practitioner certificationAbility to lead and contribute individually, as well as work productively within a team and across functional disciplinesStrong communication skills, both written and oral - along with professional, interpersonal and relationship building skillsStrong business acumen and ability to interface credibly at all internal and external organization levelsStrong ability to multi-task, prioritize, manage time and work in a self-directed mannerDemonstrate leadership and management skills in a team-oriented, collaborative environmentExceptional strategic thinking and structured problem-solving skillsTechnical aptitude and ability to be a self-driven learner with credible understanding of Broadcast, Audio/Visual, Collaboration and Meeting space technologies overallProficient with Microsoft Office (Word, Excel, Outlook), Microsoft Project and Adobe Acrobat Nice-To-Haves:Minimum 5 years of experience in AV technology or Enterprise Technology management.Formal education in Audio Visual, Construction, Technology or relatedBackground in broadcast projects WHY YOU'LL LIKE WORKING HEREMedical benefits, including vision and dental.Paid holidays, sick days, and personal days.Enjoyable and dynamic company culture.Training and professional development opportunities. MORE ABOUT US AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor. AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account. Pay Type Min Base Max Base Salary $83k $125k This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.