Work in Washington Veterans Jobs

The Sr. Program Manager would ensure success of each item listed below by setting the vision of the team, creating the processes and procedures, ensuring all escalations are handled in a timely manner, and manage to the KPIs to measure success. The Sr. Program Manager is the key point of contact for the client so strong communication skills, being a self-starter, and solving problems quickly are a must for success. This role will partner with our key vendor who delivers the service and ensure we are staffed and have the necessary resources to provide mail and reception services, ensuring fully staffed during hours of operation. What this job involves Transformation Leadership - A change agent that is able to hit the ground running in a fast-paced organization and take the programs to a new level. Identify service, communication and process improvement opportunities throughout the programs Responsible for operational performance, achieving SLA's and KPI's as it relates to service deliverables Provide centralized leadership of soft service delivery model and best practices to soft service professionals across the JLL IFM Account business (Matrix manager) Develop, deliver and implement strategic plan aligning JLL IFM function to key client strategic goals. Drive and monitor progress. Drive innovative solutions in Mailroom and Reception services Lead the implementation of best practices and break through innovations Utilizing Business Intelligence and Data Analytic tools to uncover hidden value. Support development, implementation and delivery of training and coaching plans for program professionals Review current service support models to ensure accuracy and reliability of delivery; with particular emphasis on consistency and strategic partnerships. Daily leadership of all mail services and reception functions across the region, ensuring that all agreed service levels and service standards are met and complied with. Maintain frequent contact with key business partners and stay up-to-date with their departmental mail and reception requirements. Ensure all Mail Services and Reception teams are appropriately trained to deliver exceptional customer experiences. Foster a culture of continuous improvement and innovation by leveraging Business Intelligence, introducing best practices, new tools, process re-engineering, service delivery efficiencies that enhance occupant satisfaction, wellness, safety, and productivity. Oversee the liaison with courier partners to maintain excellence of service delivery. Suggest ways to make mail processes and records more effective and efficient. Ensure good communication between the mail room and reception teams across buildings. Regular reporting and updates to executive and program leadership, clients and colleagues, ensuring full understanding of progress, direction and expected results at all times. Continuous evaluation and reinvention of service capabilities delivered to clients and client employees. Ideal Experience Min. 10 years of experience in Facilities Management role or Program Management role. Subject Matter Expert managing mailroom and reception services across campus and remote environments Proficient with productivity software, including Microsoft Outlook, Word, Excel, Project, and SharePoint Proven ability to define and execute change strategies. Previous experience with cross-functional teams to dive deep and find solutions to complex problems. Exceptional communication skills; ability to support cross-functional teams through influence, advice, and modeled behavior versus micromanagement; excellent interpersonal skills; calm under pressure. A track record of championing speed, flexibility and frugality in the face of rapid change and extremely heavy workload. Proven self-starter with strong organizational skills, capacity to prioritize, sets aggressive goals and consistently deliver