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., As 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 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

• 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

Nice-To-Haves:

• 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

• Medical benefits, including vision and dental.
• Paid holidays, sick days, and personal days.
• Enjoyable and dynamic company culture.
• Training and professional development opportunities., $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.

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevateexperiences,create new value, and enableorganizations 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.