We are seeking a Program Manager at our Charlotte (CLT) location to own the account coordination function across every Productiv site in the region. Reporting to the Regional Operations Manager, you'll lead, develop, and hold the Account Coordinator (AC) team to a consistent standard while serving as the single point of ownership and escalation for account coordination across the region. This is a hands-on regional leadership role that combines people management, customer program ownership, and multi-site presence - making sure our customers are well-served, our coordinators are well-supported, and the function operates as a consistent, scalable program at the local level.
Requirements- Lead the regional account coordination function - including hiring, onboarding, training, performance management, and development of all Account Coordinators across Charlotte sites
- Own AC workload distribution and account assignments across the region - matching capacity and skill to account needs, surfacing imbalances early, and adapting coverage as account requirements change
- Apply Productiv's account management pricing tiers consistently across the region, monitor scope creep, and partner with site leadership to keep program economics healthy and account profitability visible
- Own the regional account coordination scorecard and KPIs - tracking team performance, customer service levels, escalation volume and resolution, and reporting regularly to the Regional Operations Manager and leadership
- Serve as the single point of escalation for account coordination in the region - coordinating QBR prep, surfacing customer risks before they hit, and partnering with the Program Manager in the DFW region to maintain cross-regional consistency
Qualifications
- Minimum 3 years of people management experience with a track record of leading teams of 5+ direct reports, ideally in customer-facing account management, client services, or operations
- Strong people leadership instincts - coaching and developing team members, holding a team to a consistent standard, and guiding the team toward solutions rather than solving for them
- Comfort with workload planning, capacity management, and using data and KPIs to manage team performance and account economics
- Excellent customer communication and program-management skills, sound judgment on when and how to escalate, and willingness to be on-site across the region's locations (estimated 25-40% travel)
Schedule
- Monday-Friday, 6:00 AM - 3:00 PM core hours, with flexibility for team and customer demands; some occasional weekends
Pay/Benefits
- Competitive pay: $75,000 - $90,000 per year (depending on experience)
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off (PTO) and holidays
- Real career growth - we promote from within and we mean it
- Direct access to decision-makers - no corporate ladder to climb just to get an answer
- A team that solves problems together at a company that's actually growing
