Convergys Director Program Management in Pittsburgh, Pennsylvania
Director Program Management
The Director Program Management is responsible for managing an effected annual revenue base while driving Global financial growth for Convergys through successful implementation of Operational and Account Management strategies within the defined top tier customer base. The Director will establish business relationships across varying levels within the client organization, with the goal of expanding the services Convergys provides to the client and meeting/exceeding current revenue and gross margin targets. In this capacity, the Director will develop and implement both Operational and business partnership strategies and programs to increase value to clients and growth of the overall business.
Essential Functions/Core Responsibilities
Develop and implement a long-term account strategy for a top tier Global Account
Regularly deliver client presentations regarding the ongoing performance and strategic initiatives of the business.
Participate in cross-divisional projects and task teams, and well as work closely with information technology, marketing, sales, and training on new opportunities for existing clients
Ensure proper execution and delivery on set annual sales revenue and operating income targets
Identify and implement the "how to go to market" approach needed to deliver on the short-term and long-term revenue and operating income targets
Ensure structured feedback mechanisms are in place to measure success and to obtain satisfaction levels of the services provided to clients.
Participate in and contribute to product development strategies to anticipate the long-term flow of solutions, products, and services
Direct and manage the efforts of Operations and Program Leadership in developing and managing large scale programs
Manage overall revenue and profit goals and process improvements of programs under their direction to meet or exceed financial objectives
Support business growth and account initiatives with current and prospective programs
Ensure continuous improvement in overall program performance, quality scores, operational effectiveness, and employee retention
Establish and clearly communicate departmental strategy to management team, providing feedback regarding tactical operations for department including budgeting, goal-setting, and managing performance
12+ Years of Experience (with 4-6 years of Progressive Mgmt Experience)
Associate's Degree Preferred
Mastery of communication skills and styles, both written and verbal; demonstrated ability to effectively present information to internal and external associates
Proven track record of growing an account
Familiarity with profit and loss contributions in a large BPO company
Possesses expertise in contract negotiations
Proven, strong client relations proficiency
Advanced Microsoft Office skills
Proven ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact
Demonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as leadership advisor to lower-level management
Demonstrated ability to champion significant projects, programs, and business initiatives using creativity and ingenuity
Demonstrated ability to lead and mentor team on developing lasting customer relationships
Extensive understanding of the organization's business operations and industry; knowledgeable of emerging trends and industry practices
Advanced ability to comprehend, analyze, and interpret
Strategic thinker with demonstrated ability to influence
Proven ability to lead high performing teams through innovation and process improvement initiatives.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
USA, Pittsburgh, PA
Who We Are
At Convergys, our mission is to set the standard in our industry through unparalleled care for our clients, customers & people.
For our clients, this means our 125,000 team members wake up every day united by a common goal: helping our clients maintain exceptional relationships with their customers.
For our people, this means a commitment to each other to accomplish great things, build careers, and have some fun along the way!
Build Your Career With Convergys
When you become part of our team, you join 125,000 talented people around the world who represent some of today’s leading brands. At Convergys, one of our values is to "Grow As a Team." It's in our DNA to prioritize teamwork and develop our people. By working together, we achieve great things for clients and create opportunities to build rewarding careers. You can be part of that when you join our team. And it's all at your fingertips!
Watch the video below to hear from some of our employees around the world as they talk about what it means to be part of the Convergys team.
Convergys has careers available in 31 countries at 150+ locations.
Establish your career with a company that has locations across the world. You can grow personally and professionally - and make a difference for customers and for the communities where we live and work.