JOB PROFILE: Program Manager

JOB LOCATION: Anaheim, CA (on-site 5 days a week)

DURATION: 1 year term through July 2027 with potential to extend beyond that

JOB RESPONSIBILITIES:
Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.
• Provides coordination of project execution and control to achieve continuity of purpose within scope, budget, and time schedules from initial start-up through final design.
• Confer and cooperate with other management personnel in formulating operating and management policies and procedures.
• Confer and cooperate with other management personnel in identifying and implementing regional business development opportunities.
• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company's operations.
• Direct the management of customer account call center, walk-in activity, transponder inventory control, customer correspondence activity, and customer collection recovery programs.
• Direct the management of violation activities in compliance with state vehicle code regulations, violator correspondence activity, and violation resolution and recovery programs.
• Direct the management of revenue collection and reporting systems.
• Coordinate, develop, and implement employee development programs associated with a world-class walk-in and call center operation.
• Coordinate, develop, and implement continual improvement programs with the goal of enhancing Cofiroute USA's product service offering.
• Review and analyze customer service reports to determine needs and provide recommendations for account policy adjustments.
• Prepares recommendations for management evaluation.
• Review customer requests and recommend programs to increase the efficiency and services of the project.
• Directs the management of requisitions for equipment, materials, and supplies within the limits of the operational budget.
• Cultivate, cooperate, and support in relationships with the client.
• Reviews ongoing performance results to target objectives, and takes corrective measures with authorization, escalates as needed.
• Participates in daily, weekly, monthly, and annual planning process as appropriate.
• Directs the management of accounting department payables, receivables, reconciliation processes, and audit activities, in accordance with GAAP.
• Coordinates and reviews the operational effectiveness of the revenue and account management software, providing recommendations to meet the needs of the client and project.
• Interacts regularly with the executive team and individual department heads to ensure the company's operational priorities are aligned with total company direction.
• Continually reviews and introduces process improvement measures and presents suggestions to the COO for consideration.
• Participates in vendor negotiations to ensure product relevance and cost efficiency.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Demonstrated ability to deliver results to the appropriate quality and timeline metrics.
• Strong interpersonal skills; ability to develop and maintain cooperative working relationships.

• Excellent customer service skills with the ability to resolve escalated issues.

• Detailed understanding of tolling systems.
• Strong business acumen and ability to define and achieve financial goals.
• Prior experience developing and implementing business rules, policies, plans, and procedures.
• Excellent analytical, organizational, and follow-up skills.
• Knowledge and proficiency in Word, Excel, Outlook, and PowerPoint applications.
• Ability to deal with a variety of abstract and concrete variables.
• Must be able to communicate effectively, both verbal and written.
• Ability to multi-task and work/deliver under pressure.

EDUCATION & EXPERIENCE:
• Bachelor's Degree or equivalent experience/training in Operations Management.

SUPERVISORY RESPONSIBILITIES
This position has supervisory responsibilities. People management: They act as a people manager by partnering within the organization to attract the right professional services leadership and talent to ensure their team is staffed according to requirements and all team members are fully utilized. They ensure that employees reporting to them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.

Travel may be required.