Program Director – Customer Service

KNAPP North America

. Lead and manage complex customer programs involving Resident Services, Spare Parts, Preventive Maintenance, Service Desk, and Account Management teams .

Posted 3/17/2026full-timeKennesaw • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Lead and manage complex customer programs involving Resident Services, Spare Parts, Preventive Maintenance, Service Desk, and Account Management teams
Ensure service delivery meets or exceeds contractual KPIs, SLAs, and safety standards
Own the program lifecycle from planning through execution, stabilization, and continuous improvement
Act as the primary business owner for key customer accounts within assigned programs
Build and maintain executive-level relationships with customers to foster trust and long-term partnerships
Lead regular performance reviews, service assessments, and strategic planning with customer stakeholders
Serve as the senior point of escalation for customer issues, including high-severity incidents and service disruptions
Own full P&L responsibility for assigned programs
Drive cost control, revenue growth, and margin improvement across the service portfolio
Lead cross-functional program teams and provide coaching to Program Managers, Account Managers, and support leads
Track and report on program KPIs, customer satisfaction, and operational performance

Requirements

What you’ll need

Bachelor’s Degree in Business Administration or Supply Chain, MBA in Business Operations preferred
10+ years direct experience in project management or similar role or equivalent combination of education, experience and training
5+ years experience leading a team
Proven track record of managing strategic customer accounts and delivering operational excellence
Strong financial acumen, with experience managing program budgets and P&L
Excellent verbal and written communication skills
Demonstrated knowledge of KNAPP and third-party products
Excellent English language skills
In depth contract knowledge
Professional questioning and listening skills
Proactive and accountable
Strong attention to detail
Good judgment
Flexible and adaptable
Team player
Ability to work well under pressure

Benefits

Comp & perks

2 remote days per week
Half day Fridays
A beautiful new, state-of-the-art, office complex in Kennesaw, GA
Industry competitive compensation
Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
401k with a very generous employer match and no vesting!
Paid Vacation & Holidays
Profit Sharing
Paid Parental Leave
Subsidized Daycare
Tuition Reimbursement
Pet Insurance
Subsidized food delivery
Monthly celebrations
Quarterly employee events
Corporate Social Responsibility including recycling, sustainability and volunteering

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

project managementprogram lifecycle managementP&L managementbudget managementKPI trackingoperational performanceservice deliverypreventive maintenanceaccount managementstrategic planning

Soft Skills

leadershipcommunicationrelationship buildingcoachingproblem-solvingattention to detailflexibilityadaptabilityteamworkjudgment

Certifications

Bachelor’s Degree in Business AdministrationBachelor’s Degree in Supply ChainMBA in Business Operations