Program Manager

Ferrandino-; Lower Providence Township (PA); On-site; USD 110,000 - 130,000; Full time

Job summary

Ferrandino & Son, Inc. is seeking a Program Manager to lead client management, operations, and team development across our accounts. You will oversee SLAs, drive efficiency, and collaborate with procurement and vendor relations to maximize value for clients and the company.

You will work with senior management to shape strategies, mentor Account Managers, and ensure contracts deliver on margins and service levels. Strong communication and leadership are essential.

Qualifications

• Bachelor's degree in business or equivalent experience required.
• Strong leadership and prior people-management experience preferred.
• Proficiency with Microsoft Office.
• Excellent problem-solving and attention to detail.
• Ability to handle multiple tasks under pressure and adapt to priorities.
• Strong client-facing communication and relationship-building skills.

Responsibilities

• Enhance client success and retention through proactive contact and SLA adherence.
• Drive operational efficiency, margin management, and vendor partnerships.
• Coach and develop a high-performing team of Account Managers.
• Manage client relationships, communications, escalations, and reporting.
• Oversee service management, ensure SLA, KPI, and timely delivery.
• Support account growth, forecast revenue, and budget monthly targets.
• Collaborate with procurement and vendor relations for onboarding and site rollouts.

Skills

Leadership

Account management

Client communication

Problem solving

Time management

Team coaching

Education

Bachelor's degree in business

Tools

Microsoft Office

Job description

As aProgram Managerwith Ferrandino & Son, Inc. you will oversee the administration of our core values, processes, procedures, solutions, and training of your account team(s). You will assume a leadership role in the provision of professional management of our clients’ needs as well as the management of our vendor partner relationships ensuring that they are in direct support of the overall goals and objectives of Ferrandino & Son’s programs. You will collaborate directly with senior management (Sr. Program Manager/Director of Program Management/Sr. Director of Program Management) on the development of strategies to enhance the outcomes and cost effectiveness of accounts and employees within the teams.

How You’ll Make an Impact:

The Program Manager will:

Enhance Client Success & Retention – By serving as the primary point of contact, addressing escalations promptly, and ensuring Service Level Agreements (SLAs) are met, this role directly strengthens client relationships and reinforces Ferrandino & Son’s reputation for reliability and excellence.

Drive Operational Efficiency & Profitability – Through oversight of account performance, margin management, and vendor partnerships, the Program Manager will identify opportunities for cost savings, revenue growth, and service improvements that increase both client satisfaction and company profitability.

Support & Develop a High-Performing Team – By coaching and mentoring Account Managers, fostering accountability, and aligning the team with department goals.

Examples of Areas of Responsibility:

Client Management

• Serve as primary point of contact for client communication through e-mail, conference calls and/or face-to-face meetings as necessary
• Ensure client concerns are responded to and addressed in a timely manner
• Respond and address escalations
• Ensure account is meeting contracted Service Level Agreement
• Utilize appropriate reports to make sure account is in good standing in regards to margin, work order progression, and site placement as well as generating any client-facing reports as required
• Serve as a liaison between procurement, vendor relations, and other departments as necessary to ensure a seamless client experience

Service Management

• Provides information to assist client team with communicating resolutions for client escalations.
• Ensures assigned team is meeting SLA’s, KPI’s and internal deadlines defined by client management team or Sr. Management.
• Provide guidance to Account Managers for the execution of in-scope services and out of scope proposal negotiations as it relates to the alignment of contracted pricing per client.
• Work closely with Account Managers to provide feedback and ensure service delivery is meeting client expectations.
• Monitors territory and service request assignment to ensure all services are being performed proactively.
• Develop relationships with top service providers.

Employee Management

• Manage and support a team of account managers to ensure account is performing at an optimal level
• Provide employees with one-on-one coaching and development
• Monitor employee interactions with vendor partners for day to day operations to ensure professionalism and accuracy; with adherence to company policies and procedures
• Oversee the administration of our core values, processes, procedures, solutions and training to your account team(s).
• Keep team members aware and cognizant of their performance and identify key strengths and areas of potential improvement
• Regularly manage and generate employee performance reviews, review employee attendance and time clock adherence, and perform corrective action as may be necessary
• Train employees in trade-specific knowledge to assist them with independent decision making
• Train employees to reactively source as necessary to emergency situations
• Review and approve work proposals to ensure service and margin goals are being met
• Drive Account Managers to meet monthly, seasonal, and project deadlines as necessary.

Account Growth & Development

• Analyze account to identify and address areas of opportunity for margin and/or service improvement
• Identify out-of-scope opportunities in collaboration with the Enhancement Team & Field Team regarding site inspections
• Identify the competitive environment and develop ways to improve the company’s relative position in the market
• Drive monthly revenue and margin improvement goals, coordinating with other Program Managers and the Program Director
• In collaboration with the Procurement and Vendor Relations Group (VRG) departments, assist the Program Director with forecasting and budgeting monthly revenue targets
• Work directly with Procurement Buyers and senior management to oversee account rollouts and vendor partner onboarding
• Ensure vendors are assigned to sites within margin and vetted to ensure adequate services will be provided to client expectations

Requirements:

• Previous Management and/or Team Lead/Supervisor experience preferred in the Facilities Management industry or similar operations-driven field.
• Minimum education of a four-year degree in business related field or equivalent experience required
• Proficiency with the Microsoft Office suite
• Excellent problem-solving skills and attention to details
• Ability to operate independently, under pressure, to perform multiple concurrent tasks and responsibilities, and to deal with changing priorities, while maintaining personal effectiveness
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• High level of commitment to customer service and teamwork
• Excellent relationship building and communication skills including ability to be client-facing.

Position Type/Expected Hours of Work
This position is considered an exempt position under federal and applicable state wage and hour law. The general days and hours of work are Monday through Friday, 8:30 a.m. to 5:30 p.m. While the standard workweek is approximately 40–45 hours, additional hours may be required based on business needs and deadlines. Flexibility in schedule is expected to ensure responsibilities are met.

Travel

Minimal travel may be required based on business need.

Ferrandino & Son Inc.is a national facility maintenance services company providing our clients with superior service. Our employees are provided comprehensive benefit options including Medical, Dental, Vision, Life Insurance, 401(k) with company match and more! We provide for learning and development of our team based on their job function and opportunities for growth.

At Ferrandino & Son, Inc. our goal is to maintain a diverse workforce. We want to be the first choice for potential employees. It is the policy of Ferrandino & Son, Inc. to ensure equal employment opportunity without discrimination or harassment as to any characteristic protected by law. Ferrandino & Son, Inc. is an equal opportunity employer.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.