Program Manager

The Program Manager provides continuous support of the Illinois Department of Corrections & Pretrial accounts through on-site technical support, training, troubleshooting, report analysis, and programmatic assistance and guidance to operate an effective electronic monitoring (EM) program with high satisfaction levels. Responsibilities include:

1. Met with each department's administrative staff, a minimum of quarterly, or as needed, on a formal and informal basis.
2. Participate in on-site or teleconference meetings to determine the overall health of the programs and needs of each agency, ensuring contract compliance, and reporting information internally.
3. Stay current on each department’s policies, procedures, and any contract modifications.
4. Develop and enhance relationships with key officials of each department to promote Company products and services.
5. Arrange equipment demonstrations and/or site visits to introduce Company products and services.
6. Meet with IL DOC and Pretrial Managers/Supervisors within each State office location, preferred to be at least once annually, to understand the program health for their respective offices and area of responsibility, address problem areas, and provide recommended solutions.
7. Report meeting topics and outcomes to each department’s administrative staff and internally, as appropriate.
8. Work with each department on inventory reconciliation and management. Assist in recovering and returning excess spare equipment and report any losses in a timely manner to the extent possible.
9. Assist with billing related administrative issues and price correction work in conjunction with Accounts Receivable.
10. Deliver customer-site training on the usage of electronic monitoring equipment and software products to ensure each department’s effective and successful use of the program.
11. Identify and evaluate each department’s training needs, and conduct new employee or refresher training as necessary, or at the direction of the departments.
12. Receive feedback regarding installer program performance. Report this information to the Manager, Install Services.
13. Act as a communication liaison between the Company and the departments at all levels to ensure prompt resolution of concerns and issues, and continued customer satisfaction.
14. Act as a communication liaison between the Company and Illinois based lobbyist to ensure Company adheres to any legislative changes that may impact the EM program.
15. Communicate with internal teams, including Sales Management, Product Management, Monitoring Operations, Customer Business Services, and Manufacturing to improve the entire customer experience.
16. Provide recommendations to resolve identified problem areas and proactively work with each department’s administrative staff to develop and implement appropriate corrective strategies.
17. Analyze, summarize, and provide reports to each department’s administrative staff and managers, as directed.
18. Provide programmatic assistance to each department’s administration and managers by receiving and documenting programmatic updates and needs, coordinating retrieval of historical information for court purposes, and providing court testimony as required.

Minimum Requirements:

• Bachelor’s Degree in Criminal Justice or related field, or equivalent work experience.
• Minimum of two (2) years of experience in account management, customer support, or training.
• Minimum one (1) year of full-time residency in Illinois preferred.
• Valid state driver’s license and the ability to safely operate a motor vehicle required for travel to customer sites.
• Some experience with the criminal justice system preferred.
• Basic knowledge of Company products and services.
• Excellent oral and written communication skills with internal and external contacts at all levels.
• Excellent interpersonal and customer service skills.
• Strong presentation, problem solving, and analytical skills.
• Self-starter with the ability to work independently, manage multiple priorities simultaneously, and prioritize appropriately.
• Strong computer skills with solid knowledge of Microsoft applications.
• Basic knowledge of Salesforce computer program preferred.
• Basic knowledge of the criminal justice system preferred.
• Excellent oral and written communication skills with internal and external contacts at all levels.
• Excellent interpersonal skills.
• Excellent customer service skills.
• Strong presentation skills.
• Strong analytical skills and problem-solving ability.
• Able to handle multiple tasks simultaneously and prioritize appropriately.
• Able to work with computers and the necessary software typically used by the department.