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PM Director

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Program Managers are responsible for the overall business management of projects from development through production. Internally, Program Managers play the dual role of client advocate and Creative Agency-team advocate. Publicly, we are ambassadors to Creative Agency, our processes and our beliefs. Our goals are numerous. We must ensure high quality work is delivered on time and on budget, create a supportive and efficient production environment and maintain and build on client relationships before, during, and after projects. Program Managers must also be the internal voice of reason that ensures profitable and healthy projects for Creative Agency.

Program Managers are the balance between Creative Agency’s business and creative goals. Program Managers manage medium to large projects from inception through completion and are primarily responsible for managing client expectations and ensuring that delivery meets expectations. Responsibilities include working with Business Development to manage smooth project initiations.

Program Managers also negotiate contracts (SOWs), coordinate design staff activities, represent clients internally, maintain project status documents, create and manage budgets and schedules, hire contractors as needed and maintain team morale.

Program Managers collaborate with Service Design Leads on resource planning and allocation across projects. Program Managers are also responsible for budget control and cost analysis (using CMAP and the Financial Tracking Toool) on their projects and communicating such details to the VP of Operations and Program Management. All issues impacting deliverables, schedules, and budget should be maintained with thorough documentation. Proactively communicating schedule and scope changes is imperative. In addition to these tasks, Program Managers are expected to make a contribution in the defining and refining of the Program Management discipline’s methods and processes.

We expect the successful Senior Program Managers to have 5-7 years of experience Experience delivering interface design solutions for various clients while working at a consultancy or design studio is a plus. The candidate must thrive working in a collaborative team environment.

Program Mangers report to the SVP of Operations & Program Management who is based in New York.

Key Responsibilities:
• Manage medium to large sized clients and is accountable for successful project delivery
• Responsible for ensuring the team knows and understands the project vision and deliverables
• Responsible for upholding standards and best practices methods
• Has a strong ability to mitigate risk on projects
• Responsible for relationships with client’s project team
• Manages internal team tasks against the project plan

Required Background and Skills:
• Program Management or Product Management experience within a client service organization
• Experience managing complex, multi-location and multi-discipline projects
• Excellent understanding of product design, software or digital development, and brand strategy
• Experience in account management and business development practices
• Strong professional/academic credential including business background
• Strong understanding of Project Accounting
• Experience with Business Software and Analysis Tools
• Be a storyteller - A critical element of all our roles is to deliver insights about people and behavior - verbally and visually - in a way that generates empathy, emotion, and engagement from the client and design team.
• A strategic perspective on the variety of work that we do. Many of our projects involve strategic thinking based upon the insights gathered from the field. Thus, business, brand, and/or strategic experience are desirable.
• A natural skill to engage with people at a deep level. Whether observing or interviewing customers, or working with fellow team members and clients, a service designer should be passionate about representing the human perspective in design and should have skills in bringing this passion to life for the team.

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