KNAPP North America

Program Director – Customer Service

KNAPP North America

full-time

Posted on:

Location Type: Office

Location: Kennesaw • United States

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Job Level

Lead

About the role

  • 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

  • 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
  • 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
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