Program Manager

Novitex Redmond, WA

About the Job

Position Exempt Status


Weekly Scheduled Hours


Scheduled Shift

Job Description

Your daily tasks will involve: 

  • Manage a team to deliver outstanding results that exceed business requirements while supporting the unique culture of our customer’s business 

  • Ensure customer service standards and manager performance standards are met and exceeded 

  • Serve as point of contact for our customers 

  • Develop and administer incentive programs that drive overall performance 

  • Driving the selection, training and development of employees within the Hospitality department 

  • Develop innovative, proactive and corrective action plans to address the demands of the business 

  • Provide effective communication to direct reports, leadership and customers 

  • Partner across our organization to ensure the needs of our client are exceeded 

  • Provide support to the Operations Manager and consistently manage team goals and measures. 

Key Functions include, but are not limited to: 

  • Ability to manage multiple and diverse services; driving high levels of Client Satisfaction 

  • Assuring delivery on Key Performance Indicators, Service Level Agreements, Metrics, Scorecards and Cost Savings Initiatives 

  • Support, lead and manage client initiatives and requirements 

  • Ensure a smooth co-ordination both within one’s organization and between others 

  • Achieve Accounts(s) revenue and profitable budgets and Provide Financial Oversight (Budget Attainment and Cost Controls). 

  • Maintain a safe working environment and protect company assets, people, and facilities 

  • Provide operating expertise and guidance to site managers and front-line associates on matters regarding staffing, operations, quality, and customer care. 

  • Ensure Quality Control measures are correctly developed, implemented and monitored to support operation 

  • Capitalize on new or expanded services opportunities. 

  • Support positive and professional work environment through effective coaching and counseling of associates. 

  • Demonstrate commitment to company efforts to achieve a diverse workforce. 

  • Sound judgment and logical decision-making to meet expectations of project scope and deadlines 

  • Identify and groom future Novitex leaders 

  • And of course…smile, have fun, work hard and achieve awesome success 


You need great people skills, patience and the ability to be innovative while delivering operations in a technical environment. Other aspects of your background will include: 

  • Strong leadership skills combined with knowledge of management practices, principles and supervisory techniques to accomplish instruction, motivation, and training of personnel. 

  • Minimum 8-10 years proven leadership managing a large diverse organization managing 5 or more direct reports 

  • Excellent guest services / guest facing experience, problem solving, customer satisfaction 

  • Prior experience working in a technical culture  

  • Ability to work independently 

  • Excellent written and verbal communication skills 

  • Highly organized 

  • Strong client relationship skills and service orientation 

  • Ability to work in a demanding, client-focused, team environment. 

  • Proven experience in achieving financial goals related to revenue and profitability and in managing to a budget. 

  • Computer proficiency in email environments, MS Office and similar programs, as well as intermediate Excel skills.  

  • Demonstrated experience with managing operational guest service and guest service skills  

  • Demonstrated ability to deal effectively with conflict  

  • Proven ability to function effectively in a team environment  

  • Demonstrated passion for developing others  

  • Proven strong partnering and networking skills  

  • Demonstrated strong organization, multi-tasking and time management skills with attention to detail  

  • Demonstrated problem solving and decision making skills  

  • Demonstrated follow-through skills

  • Bachelor’s degree or 8-10 years of experience 

Preferred Qualifications: 

  • MBA or Master’s degree preferred 


The contractor will not discharge or in any other manner discriminate against employees or  applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.