The Senior Program Manager leads a portfolio of assigned accounts, overseeing a team of project manager(s) executing the work, as well as managing key projects directly. The Program Manager is ultimately responsible for the delivery of projects, overall client satisfaction and balancing client and agency finances. This role will work across a number of clients in different service areas but will have a heavy focus on social deliverables across the board, so a strong understanding of the landscape if required. As Program Manager, you will manage the operations of the project portfolio, overseeing scope creation, timelines, resource forecasting and budget tracking. The Program Manager partners with Senior Management to make key decisions on each assigned account.
Team Responsibilities
- Oversight on accounts and jr. project managers
- Review and approve all resourcing plans for projects, ensuring appropriate creative staff is assigned and is in line with budget
- Organize regular check-ins with PM’s and senior creatives on accounts to ensure both the client relationship and communication along with the creative is running smoothly. Escalating any issues accordingly.
Project Responsibilities
- Active listener that brings project teams together to creatively solve challenges associated with project scope, timelines, and deliverables
- Understand the nature of the work managed by direct reports, able to guide and course correct as appropriate. This includes a strong understanding of the social landscape as it pertains to the work and client expectations. This includes an understanding of social strategy, content and reporting & analytics.
- Internal check/balance to verify acceptable quality levels before delivered to clients
- Ensures Project Management systems are maintained by direct reports
- Along with Project Managers on their team, create, update, and maintain detailed project budgets/staff plans and ensure all deliverables are met and stay within the budget
- Develop SOWs, including reviewing estimates and SOWs created by other Project Managers they manage. Ensure all SOWs are approved by Operations prior to delivery
- Keep up with analytics on accounts, regularly checking in, reviewing & collaborating on updating strategy based off findings
- Monitors project budgets on a weekly basis
- Preps for and leads budget burn meetings with clients, as well as guiding jr. employees and providing support and oversights as it pertains to burns
- Supports departmental needs, including process improvements, team training, other agency initiatives, and orientation of new hires, promotion, and retention activities
- Identify and avert possible resource risks that might impact projects, communicating resource needs ahead of time
- Strong spokesperson and an advocate for the entire team
Client Responsibilities
- Understanding the client needs, proactively managing communications between agency and clients
- Escalation point for clients across a portfolio of accounts
- Inspire repeat-business from clients
- Creativity being able to build in new business opportunities for existing clients and expand offering of service to them
- Monitor and measure client satisfaction through quarterly satisfaction surveys and informal check ins
- Understands agency capabilities and processes and is able to identify, articulate and upsell additional services to clients
- Work with Senior Management on new business opportunities. Present in pitch/proposal meetings with Senior Management
Qualifications
- 7-9 years of experience with substantial time within an agency setting
- Proven track record of successfully managing complex projects and clients
- Strong understanding of all things social focused. This includes the understanding of creative content, strategic development & execution along with data & analytics
- Strong leadership skills and ability to motivate and inspire teams
- Excellent communication and interpersonal skills to effectively collaborate with clients, team members, and stakeholders
- Strong project management skills including planning, budgeting, scheduling, and risk management
- Proficiency in using project management tools and methodologies
- Ability to adapt to changing priorities and manage multiple projects simultaneously
- Experience working in a fast-paced, deadline-driven environment
