Manager, AFC Program Management | Remote, USA

About the role

The Manager of AFC Program Management is a highly motivated self-starter who manages a team of highly skilled Program Managers and Senior Program Managers. The team’s purpose is to manage the impact, efficiency, and ongoing maturity of the service experience for Optiv Managed Services clients. This role serves as a key escalation point for Cyber Operations Practice Leaders, Sales teams, and clients, while developing and leading a client-facing team with data-driven decisioning, exceptional metrics and reporting, and proactive problem management. The position defines policies, procedures, and best practices and is responsible for metrics showing continuous improvement and efficiencies in the client operational experience and maturing processes. This is a high-visibility role requiring a strong leader with outstanding customer service skills to plan and execute.

How You'll Make An Impact

• Lead a team providing operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources.
• Work closely with clients on reporting, escalations, and overall service satisfaction.
• Collaborate and consult with Managed Service leaders on the overall advancement of the organization and Optiv in general.
• Direct and drive KPI measurement, and process and documentation improvement.
• Manage staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
• Develop and maintain an educational environment where the knowledge, performance, and morale of the group are constantly advancing.
• Perform annual staff appraisals.
• Establish and maintain regular written and in-person communications with the organization’s executives and other group heads regarding pertinent activities.
• Ensure client onboarding projects are delivered on-time, within scope and within budget.
• Manage a team of highly motivated, customer-focused individuals to manage the overall success of service offerings and retention of clients.
• Review and report service performance against operating plans and standards, working in collaboration with the services delivery teams to monitor program metrics and KPIs.
• Drive program/client revenue growth by identifying cross-sell and upsell opportunities.
• Present monthly and quarterly reports on service performance as requested or required to clients and Managed Services leadership.
• Possess excellent oral and written communication skills, including making clear and concise presentations to various audiences with an executive presence.

What We're Looking For

• Bachelor’s degree from a four-year college or university or equivalent work experience in a related field required.
• Master’s degree or equivalent in a related field preferred.
• 8+ years of professional services experience.
• 8+ years leading customer service-oriented teams.
• 8+ years professional experience in managed services.
• Experience selling professional services.
• Experience delivering client services.
• Advanced business acumen and technical savvy required.
• Experience with reporting platforms.
• Sharp analytical abilities and the ability to make sound decisions quickly required.
• Proven ability to make decisions and perform complex problem-solving activities under pressure.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Strong written and verbal communication skills are a must.
• Ability to clearly communicate via telephone, email, and written.