As the Program Director, you are a creative and strategic thinker who loves learning everything there is to know about a client’s brand, business, and customer. You have experience managing multidisciplinary teams, and you know what it takes to deliver a digital experience that can improve the lives of customers while surpassing the goals of clients. Being a reliable partner to Team Leads helps you do what you love—elevate work and drive excellence.

Successfully managing teams and projects is how you operate—including the planning, implementation, management, supervision, and evaluation of portfolios. You understand how to staff and budget initiatives to support both strategic program planning and your team of producers. As an advocate for the company, you support the development and improvement of training and guiding your team. You don’t stress over collaborating with senior level clients and Critical Mass executives to successfully navigate accounts. Above all, you have a passion for digital project delivery and want to work with some of the best brands in the world.

You will:

  • Manage Client Relations by...
    • Communicating needs (i.e., primary point of contact) amongthe client, team, and vendors.
    • Understanding your client’s short and long-term goals, as well as their competition.
    • Informing clients how to drive project success.
    • Delivering solutions to drive consensus for problems in a professional and timely manner.
    • Identifying additional opportunities within the account or ask.
  • Ensure Project Excellence by...
    • Support developing solutions to drive client business.
    • Maintain a unique perspective of a common goal to increase knowledge, communication, and awareness between team members and the client.
    • Approach problems in a calm and logical manner, finding creative solutions to problems.
    • Communicate and understand large amounts of information in a highly-organized manner.
    • Effectively communicate stories across a variety of internal and external stakeholders.
    • Encourage high standards of professionalism throughout the life of a project.
    • Ensure the team is properly briefed and understands the requirements of the project/work.
    • Create solid project plans with top-down and bottom-up budgets to support clients’ interests.
    • Execute project plans according to established procedures, channels, and expectations.
    • Manage and maintain project scopes and communicate status of scope to team.
    • Facilitate and be a participant in both client and internal meetings.
    • Coordinate project deliverables and guide the team on potential risks.
    • Create an articulate storyline of all client materials.
    • Define, negotiate, communicate, implement, and monitor quality standards on all project deliverables
    • Manage project communication and document issues and changes that affect the project.
    • Develop status reports and work with project leaders to ensure all resources.
    • Create a positive, team-oriented environment that demonstrates award-winning work.
    • Forecast, track, and manage project budgets and revenue, POs and invoices.
    • Identify, analyze, prioritize, mitigate, and communicate project risks.
    • Work with discipline leads to define appropriate resources for client needs and deliverables.

  • Drive Account Planning and Operations by...
    • Supporting developing solutions to drive client business.
    • Ensuring the overall business and portfolio run effectively.
    • Approaching problems in a calm and logical manner, finding creative solutions to challenges.
      Driving negotiation and changes within the portfolio, effectively supporting teams throughout.
    • Communicating and understanding large amounts of information in a highly-organized manner.
    • Seeing an account from a big-picture view, understanding what level of detail should be communicated, including priorities, risks, and issues.
    • Handling a  wide variety of sensitive issues effectively and confidentially.
    • Championing and understand how company goals and objectives are relevant to teams.
    • Driving ongoing process improvements at the account and discipline level.
    • Supporting the planning and management of large complex projects as required.
    • Forecasting, tracking, and managing project budgets, revenue, POs, and invoices.
    • Identifying, analyzing, prioritizing, mitigating, and communicating project risks.
    • Creating a positive, team-oriented environment that produces award-winning work.
    • Participating in the hiring process as required.
    • Building and sustaining internal Critical Mass executive working relationships.
    • Being a leader to teams in all phases of a project lifecycle with coaching and encouragement.
    • Effectively communicating stories to both internal and external stakeholders.
    • Understanding the risks and impacts of small changes on the overall account.
    • Working with discipline leads to define appropriate resources for client needs and deliverables.

  • Drive Account Planning and Operations forward by...
    • Creating and owning the account roadmap development that will allow for solid resources and revenue management, looking at all projects being tied into the overall account picture.
    • Acting as a career manager and providing project delivery guidance, mentoring, and training.
    • Understanding an account from different points of view and how team members fit.

You have:

  • 7-10 years-experience managing a variety of digital project types; site builds, ecommerce, marketing campaigns, microsites, and maintenance.
  • Experience with office productivity tools such as Excel, Word, MS Project, Visio, and PowerPoint.
  • Experience with collaboration and issue tracking tools such as Box, Jira and Confluence.
  • Experience guiding teams and conversations with clients around scope, schedule, and budget as well as roadmaps, goals, and strategies.
  • Strong ability to manage and control project scope, schedule, budget and resource management / reporting and change management, project roadmap development and revenue forecasting.
  • Advanced knowledge of Project Management principles, methods, and techniques.
  • Ability to tactically organize and structure activities, paying particular attention to detail.
  • Demonstrated problem-solving, communication, presentation, facilitation and negotiation skills, which translate issues into viable work solutions.
  • Solutions-oriented mindset with refined decision-making skills.
  • The ability to stay focused on the driving goals, even in high-pressure situations.
  • Ownership and accountability of clients’ business needs and ability to drive to solutions.


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