Do you have a passion for creating an exceptional customer experience? Are you drawn to new challenges and driving business results; comfortable with change and complexity in dynamic environments? Do you enjoy communicating concepts, inspiring change in others, and building consensus? Do you believe cultivating strong relationships (at all levels) is critical to the success of your team and business? If so, this leadership opportunity may be the right fit for you.
Work you'll do
Business Program Managers are responsible for the management of program activities and operations for specific business program(s) or a portion of complex program(s). Additionally, the role manages Center of Excellence (CoE) activities, for areas of responsibility, with purpose to drive best practices, operational efficiencies, and innovation. Position may have responsibility over budget administration, planning, and adherence. This role ensures the success of the program/CoE by providing strategic insights, strong management and oversight for the program(s) and working collaboratively with the business and leadership to continually refine, enhance and innovate the program(s) to support the goals and objectives of the business.
This role manages programs and projects within Deloitte's Office Experience-One Team (see below description under "The Team"). Possible areas of focus include: hospitality programs and the customer experience (for in-office Deloitte professionals, guests and clients); office services (e.g. mail, print, client tax document processing); office security and life safety; digital communications (for Deloitte internal communications systems); and internal greening and sustainability program/initiatives.
As a program manager you will:
Support the development and lead the implementation and execution of program offerings and services. Provide process and people management over program areas. Ensure alignment with overall business strategy and defined goals.
Evaluate the achievement of program goals and objectives and develop, implement, and monitor strategies for improvement. Oversee the analysis of program features and offerings. Analyze, adapt, and implement departmental operating and administrative practices and procedures and devise strategies for changes and improvements.
Create executive level reporting and communication tools leveraging qualitative and quantitative data to provide status updates, sell concepts, and share insights including leading presentations at all levels of the business
Develop best practices, tools, and training, working with senior management/leadership, to enhance program(s) participation and effectiveness. Lead implementation including change management and training presentations.
Develop program plans with milestones and contingency plans as needed based on budget, timing, and business need.
Cultivate and maintain business relationships with program stakeholders to support participation/adoption, gain business insights, and ensure effective delivery of program offerings and services.
Maintain awareness of current business trends, operating conditions, and internal process and practices that have significant impact on the program.
At Deloitte, the Office Experience team (known internally as "One Team") provides a full-range of hospitality and business services. We help our Deloitte professionals with daily office support needs, meeting and event planning and execution, and an array of other services related to office operations and facility management. Our team members work collaboratively and apply their specialized knowledge and skills to think proactively to provide a holistic customer-centric "experience" for our Deloitte professionals, clients, and guests.
Bachelor's Degree in Business or a related area
Minimum of 5 years of related experience in a similar role in a corporate, customer-centric environment
Minimum of 3 years of experience applying relevant business analysis and assessment techniques, and/or continuous improvement methodologies within a professional services environment
Experience leading teams or projects with a demonstrated consultative approach
Ability to effectively sell concepts, build business relationships to drive sustainable change
Strong quantitative and qualitative analytical skills with ability to translate into conclusions and summaries
Strong facilitation and training skills
Professional presence with demonstrated ability to build credibility and collaborate both in-person and virtually
Strong technical skills, including exceptional skills in Microsoft Office (e.g. PowerPoint) and proficiency in leveraging/working in other types of business applications
Project management mindset - ability to understand scope, create timelines and deliver on time and on budget
Ability to travel - Estimate 25% annually
Experience working within a hospitality environment (e.g. hoteling, meetings/events, concierge)
Experience within the areas of focus for role: hospitality/customer service; office services (as listed above); office security and life safety; digital communications; greening and sustainability
Excellent consultative, communication and interpersonal skills with ability to communicate effectively to a leadership audience
Excellent critical thinking and decision-making skills
Project Management Certification
Advanced experience in Microsoft Office applications
Internal Number: 14130562
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