Senior Program Manager - Account Operations

About the role

The Senior Program Manager, Account Operations will lead and manage the account operations supporting our vendor and internal labor services portfolio throughout North America. This role will oversee a team of four and serve as the primary owner of all account operational processes spanning vendor budget management, internal labor invoicing, managing data for account budget processes, and reporting. The ideal candidate brings strong leadership capabilities, deep account operations acumen, and a proven ability to build and optimize scalable account reporting processes in core areas.

Responsibilities

• Lead and manage a team of four responsible for end-to-end vendor budget management
• Oversee the quoting and invoicing lifecycle for vendor labor services teams across the portfolio
• Ensure timely and accurate quote requests, approvals, and invoice processing
• Develop and drive administrative excellence including document retention, system updates, and compliance with internal controls
• Manage the North American approval workflow between vendor teams and project managers for quotes and invoices
• Oversee team members and processes for invoice capture and reconciliation within SAP Concur
• Deliver spend reporting and Cost/Headcount reporting to support budgeting cycles
• Own process creation, documentation, and continuous improvement for all vendor budget management workflows
• Manage the monthly invoicing cycle for internal labor, including review of onboards, offboards, and role elevations against the billable roster
• Maintain and refine the invoicing methodology for internal labor billing accuracy
• Produce Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), accruals reporting and vendor data for client account
• Oversee twice annual client account budget cycles and quarterly reforecasts including data entry, variances and commentary generation
• Manage reporting for vendor submissions – annual estimate 1,500-3,000 invoices
• Reconcile actuals and projections for alignment against account forecasts
• Provide strategic direction and mentorship to the Vendor Operations team
• Identify opportunities to streamline, automate, and scale processes
• Serve as the primary account operations liaison to cross-functional stakeholders including project management, operations, and senior leadership
• Establish and maintain KPIs and SLAs for account operations performance
• Drive accountability and professional development within the team

Qualifications

• Bachelor's degree (BA/BS) or equivalent job experience preferred, not required
• 7+ years of progressive experience in account operations, program management
• 3+ years of direct people management experience
• Demonstrated experience managing invoicing, quoting, and vendor payment processes
• Experience managing account operations in a vendor/contractor labor environment
• Experience building invoicing methodologies or process frameworks from the ground up
• Background in facilities management, professional services, or program management organizations
• Demonstrated ability to produce executive-level reporting (MB