{"schemaVersion":"jobsearcher.job.v1","id":"df01e98e4490f0e67483fbcc","url":"https://jobsearcher.com/jobs/df01e98e4490f0e67483fbcc","canonicalUrl":"https://jobsearcher.com/jobs/df01e98e4490f0e67483fbcc","title":"MPS Program Manager","description":"The Program Manager is responsible for providing the end-to-end customer experience for a major account customer, serving as the single point of accountability across installation, training, ongoing service, and contractual performance. This role acts as the executive-level program owner — orchestrating Marco's Project Management, Service, Sales, Account Management, and Billing teams to deliver on every commitment made to the client, with particular emphasis on Service Level Agreements (SLAs) for installation, delivery, training, walk-throughs, and ongoing service.\nOperating at the intersection of the customer and Marco's internal operations, the Program Manager governs a structured cadence of program reviews, escalation management, and continuous improvement activities. This position requires strong business and industry awareness, fluency in managed services and SLA-driven delivery models, and the ability to influence cross-functional teams to maintain consistent, high-quality client experience across a complex, multi-site major account environment.\nESSENTIAL FUNCTIONS:\n\nCustomer Program Ownership & SLA Governance\n\nServe as the executive-level program owner and single point of accountability for the assigned major account customer.\nGovern all Service Level Agreements (SLAs) across installation, delivery, training, walk-throughs, response time, uptime, and ongoing service — actively monitoring, reporting on, and intervening before commitments are at risk.\nLead a recurring customer governance cadence including weekly operational stand-ups, monthly service reviews, and Quarterly Business Reviews (QBRs) with client leadership.\nProduce executive-ready program reporting: SLA scorecards, fleet performance, ticket trends, project status, financial summary, and strategic roadmap.\nServe as the single escalation point for the customer — triage issues, mobilize the appropriate Marco team, drive resolution, and close the loop with documented root cause and corrective action.\nIdentify continuous improvement and account growth opportunities; partner with Sales and Account Management to expand Marco's footprint where it serves the client.\nCross-Functional Coordination\n\nPartner with the Project Management Office (PMO) to ensure all installations and deployments are on-time, on-budget, and aligned with client expectations and business workflow.\nCoordinate with Service Operations to align SLA performance, dispatch priority, on-site response, and field technician scheduling for the account.\nCollaborate with Sales and Account Management on contract renewals, expansion opportunities, pricing conversations, and commercial strategy within the account.\nWork directly with the Billing and Finance teams to validate invoice accuracy, expedite dispute resolution, and protect the customer experience around billing and contracts.\nEngage Solution Engineering, OEM partners, and vendors to coordinate technical design changes and external escalations as required.\nMaintain a documented stakeholder map, escalation matrix, and RACI for the account so that the program is never a single-person dependency.\nMajor Account Customer Delivery\n\nCoordinate installation, delivery, and walk-through activities across customer locations, sites, and departments — protecting business workflow and minimizing disruption to customer operations.\nOrchestrate end-user training and on-site walk-throughs in partnership with the client's business, IT, and operations leaders to drive adoption and proficiency.\nMaintain awareness of customer-specific requirements including data privacy obligations, IT change control, contractual terms, and the operational rhythm of the customer's business.\nSupport contract setup, renewals, and amendments for the account, ensuring accurate processing in partnership with Billing, Legal, and Sales Operations.\nGeneral\n\nMaintain accurate, timely documentation of program artifacts in Marco systems (playbooks, runbooks, contact matrices, meeting minutes, action logs).\n\nQUALIFICATIONS:\n\nBachelor's degree and five or more years of relevant experience in program management, service delivery, customer success, or account operations; or equivalent combination of education and experience.\nDemonstrated ownership of large, multi-site B2B customer accounts with formal SLAs and executive-level governance.\nWorking knowledge of large-customer business operations — workflow awareness, IT change control, data privacy considerations, and the rhythm of a complex, multi-site customer environment.\nExperience operating in a matrixed services environment, coordinating across Project Management, Service, Sales, and Finance functions.\nManaged services, managed print services (MPS), enterprise imaging, or enterprise IT services experience strongly preferred.\nExperience with ticketing, ERP, and reporting tools (e.g., ServiceNow, Salesforce, Power BI, ConnectWise, or similar).\nProgram Management, Project Management Professional (PMP), PgMP, ITIL, or Lean Six Sigma certification preferred.\nValid Driver's License, proof of personal insurance, and an acceptable driving record.\n\nREQUIRED SKILLS:\n\nStrategic thinking: ability to evaluate risk, connect big picture and details, and make appropriate tradeoffs across competing customer and internal priorities.\nExecutive presence and clear written communication; able to brief a client CIO or CFO and run an internal stand-up service with equal effectiveness.\nDeep understanding of SLA-driven service delivery, including how to define, measure, report, and recover SLAs in a managed services context.\nProficiency with business collaboration tools including MS Office, project management platforms, CRM systems, service management solutions, and performance reporting tools.\nDemonstrated ability to build strong working relationships within a team and across key stakeholders, including matrixed and cross-functional environments.\nExcellent customer service skills, including the ability to de-escalate, soothe, and deliver the most efficient solution under pressure.\nStrong analytical and organizational skills; proven ability to manage multiple competing workstreams in a dynamic environment.\nCapacity to adapt to frequent changes, delays, or unforeseen circumstances while keeping the customer experience steady.\nNatural curiosity and a learning orientation; actively seeks to deepen knowledge of the client's business and Marco's solution stack.\nSelf-starter with the ability to perform with little or no direct supervision; follows policies and procedures; supports organization's goals and values.\nProactive problem-solver who removes obstacles efficiently and leverages available resources to drive resolution.\n\nPay Range: $101,249 - $161,998 annually + 10% annual incentive plan\n\nThe pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers.\n\nLocation: This is a remote-eligible position, however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI\n\nApplication Deadline: Applications are continuously accepted until the position has been filled.\n\nCompensation: $101,249 - $161,998 annually","company":"Marco Technologies","rawCompany":"marco technologies","city":"Myrtle Point","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-09-28T11:30:03.297Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"},{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"MPS Program Manager","description":"The Program Manager is responsible for providing the end-to-end customer experience for a major account customer, serving as the single point of accountability across installation, training, ongoing service, and contractual performance. This role acts as the executive-level program owner — orchestrating Marco's Project Management, Service, Sales, Account Management, and Billing teams to deliver on every commitment made to the client, with particular emphasis on Service Level Agreements (SLAs) for installation, delivery, training, walk-throughs, and ongoing service.\nOperating at the intersection of the customer and Marco's internal operations, the Program Manager governs a structured cadence of program reviews, escalation management, and continuous improvement activities. This position requires strong business and industry awareness, fluency in managed services and SLA-driven delivery models, and the ability to influence cross-functional teams to maintain consistent, high-quality client experience across a complex, multi-site major account environment.\nESSENTIAL FUNCTIONS:\n\nCustomer Program Ownership & SLA Governance\n\nServe as the executive-level program owner and single point of accountability for the assigned major account customer.\nGovern all Service Level Agreements (SLAs) across installation, delivery, training, walk-throughs, response time, uptime, and ongoing service — actively monitoring, reporting on, and intervening before commitments are at risk.\nLead a recurring customer governance cadence including weekly operational stand-ups, monthly service reviews, and Quarterly Business Reviews (QBRs) with client leadership.\nProduce executive-ready program reporting: SLA scorecards, fleet performance, ticket trends, project status, financial summary, and strategic roadmap.\nServe as the single escalation point for the customer — triage issues, mobilize the appropriate Marco team, drive resolution, and close the loop with documented root cause and corrective action.\nIdentify continuous improvement and account growth opportunities; partner with Sales and Account Management to expand Marco's footprint where it serves the client.\nCross-Functional Coordination\n\nPartner with the Project Management Office (PMO) to ensure all installations and deployments are on-time, on-budget, and aligned with client expectations and business workflow.\nCoordinate with Service Operations to align SLA performance, dispatch priority, on-site response, and field technician scheduling for the account.\nCollaborate with Sales and Account Management on contract renewals, expansion opportunities, pricing conversations, and commercial strategy within the account.\nWork directly with the Billing and Finance teams to validate invoice accuracy, expedite dispute resolution, and protect the customer experience around billing and contracts.\nEngage Solution Engineering, OEM partners, and vendors to coordinate technical design changes and external escalations as required.\nMaintain a documented stakeholder map, escalation matrix, and RACI for the account so that the program is never a single-person dependency.\nMajor Account Customer Delivery\n\nCoordinate installation, delivery, and walk-through activities across customer locations, sites, and departments — protecting business workflow and minimizing disruption to customer operations.\nOrchestrate end-user training and on-site walk-throughs in partnership with the client's business, IT, and operations leaders to drive adoption and proficiency.\nMaintain awareness of customer-specific requirements including data privacy obligations, IT change control, contractual terms, and the operational rhythm of the customer's business.\nSupport contract setup, renewals, and amendments for the account, ensuring accurate processing in partnership with Billing, Legal, and Sales Operations.\nGeneral\n\nMaintain accurate, timely documentation of program artifacts in Marco systems (playbooks, runbooks, contact matrices, meeting minutes, action logs).\n\nQUALIFICATIONS:\n\nBachelor's degree and five or more years of relevant experience in program management, service delivery, customer success, or account operations; or equivalent combination of education and experience.\nDemonstrated ownership of large, multi-site B2B customer accounts with formal SLAs and executive-level governance.\nWorking knowledge of large-customer business operations — workflow awareness, IT change control, data privacy considerations, and the rhythm of a complex, multi-site customer environment.\nExperience operating in a matrixed services environment, coordinating across Project Management, Service, Sales, and Finance functions.\nManaged services, managed print services (MPS), enterprise imaging, or enterprise IT services experience strongly preferred.\nExperience with ticketing, ERP, and reporting tools (e.g., ServiceNow, Salesforce, Power BI, ConnectWise, or similar).\nProgram Management, Project Management Professional (PMP), PgMP, ITIL, or Lean Six Sigma certification preferred.\nValid Driver's License, proof of personal insurance, and an acceptable driving record.\n\nREQUIRED SKILLS:\n\nStrategic thinking: ability to evaluate risk, connect big picture and details, and make appropriate tradeoffs across competing customer and internal priorities.\nExecutive presence and clear written communication; able to brief a client CIO or CFO and run an internal stand-up service with equal effectiveness.\nDeep understanding of SLA-driven service delivery, including how to define, measure, report, and recover SLAs in a managed services context.\nProficiency with business collaboration tools including MS Office, project management platforms, CRM systems, service management solutions, and performance reporting tools.\nDemonstrated ability to build strong working relationships within a team and across key stakeholders, including matrixed and cross-functional environments.\nExcellent customer service skills, including the ability to de-escalate, soothe, and deliver the most efficient solution under pressure.\nStrong analytical and organizational skills; proven ability to manage multiple competing workstreams in a dynamic environment.\nCapacity to adapt to frequent changes, delays, or unforeseen circumstances while keeping the customer experience steady.\nNatural curiosity and a learning orientation; actively seeks to deepen knowledge of the client's business and Marco's solution stack.\nSelf-starter with the ability to perform with little or no direct supervision; follows policies and procedures; supports organization's goals and values.\nProactive problem-solver who removes obstacles efficiently and leverages available resources to drive resolution.\n\nPay Range: $101,249 - $161,998 annually + 10% annual incentive plan\n\nThe pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers.\n\nLocation: This is a remote-eligible position, however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI\n\nApplication Deadline: Applications are continuously accepted until the position has been filled.\n\nCompensation: $101,249 - $161,998 annually","datePosted":"2026-09-28T11:30:03.297Z","dateModified":"2026-09-28T11:30:03.297Z","hiringOrganization":{"@type":"Organization","name":"Marco Technologies","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Myrtle Point","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"df01e98e4490f0e67483fbcc"},"url":"https://jobsearcher.com/jobs/df01e98e4490f0e67483fbcc"}}