Summary

The Program Support Coordinator plays an integral role in account operations. This role works closely with multiple internal and external stakeholders to address daily client needs and challenges, while identifying and executing opportunities to make meaningful improvements to client operations. This role proactively supports project and status meetings by soliciting input from owners and participants, assuring agendas are in place and accurate and meeting outputs are available in a timely fashion. Perform key tasks to support all aspects of all various stages of projects to help ensure project success. Use project scheduling and control tools to support the monitoring of project plans, and reporting of project statuses. Designs and generates routine and specialized reports for departmental and administrative use. Identifies trends and prepares reports.

Responsibilities

• Support operational client projects including the use of technology and analytical tools to understand the objective in context; assigning the appropriate resources for project completion; maintaining appropriate timelines; communicating regularly to clients and leadership; maintaining accountability throughout the process
• Communicate findings and recommendations based on client data clearly; couple this with actionable conclusions to drive business decisions
• Use data analysis tools in our propriety database to help the operations team make informed decisions regarding clients and vendors
• Provide accurate and timely reporting to all internal and external clients
• Adhere to key metrics, reports and dashboards including Service Level Agreement (SLA) performance, Work Order aging by status, Support Desk calls by issue and targeted program monitoring
• Handle issues and problems with a sense of urgency; appropriately identify and escalate issues to team leadership
• Perform work under general supervision; carefully review the details and accuracy of work performed
• Foster a positive team environment and may provide coaching or mentoring to team members
• Ensure confidentiality and accuracy of internal and external data
• Perform ad-hoc projects and other duties as assigned

   Professional Skills

• Proficient Problem-Solving Skills
• Proficient Learning Agility
• Proficient Customer Service Skills
• Proficient Verbal Communication Skills
• Proficient Written Communication Skills
• Proficient Relationship Skills
• Proficient Analysis Skills
• Proficient Prioritization Skills
• Proficient Team Work Skills

Role Specific Skills

• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required
• Experience in CMMS technology preferred
• Organizational or Project Management skills preferred
• Candidates with a growth mindset highly encouraged

Qualifications

    Minimum Qualifications

• Bachelor’s Degree or equivalent experience

    Other Relevant Qualifications

• 1-3 years of experience preferred
• Retail, facilities management experience preferred