Program Manager Printing Services Job, Sacramento CA
Overview
You will own the strategic planning and administrative functions for the Customer Development Program at the Office of State Publishing, serving as the face of the organization. Reporting to the Assistant State Printer, you will lead a customer service team and coordinate operations across multiple programs. This role requires balancing creative thinking with analytical rigor to drive customer success and support the state's printing services. You will also provide backup for three other Operations Program Managers, ensuring continuity across departments.
What You'll Do9
- 1Develop and execute a strategic plan for the Customer Development Program, aligning with the Office of State Publishing's goals and the state's procurement standards.
- 2Lead the customer service team, setting performance targets and coaching staff to deliver exceptional service to state agencies.
- 3Coordinate with internal departments to ensure timely production and delivery of print jobs, resolving bottlenecks in the workflow.
- 4Own the customer relationship lifecycle, from onboarding to renewal, using Salesforce to track interactions and identify upsell opportunities.
- 5Drive continuous improvement by analyzing customer feedback and operational data, then implementing changes to reduce turnaround times and enhance satisfaction.
- 6Prepare and manage the program budget, forecasting revenue and expenses, and reporting on financial performance to the Assistant State Printer.
- 7Serve as backup for other Operations Program Managers, stepping in to manage their programs during absences and ensuring consistent service.
- 8Develop and maintain relationships with key stakeholders, including state agencies and external vendors, to negotiate contracts and resolve conflicts.
- 9Design and deliver training for customer service staff on new processes and CRM tools, ensuring adoption and compliance.
Requirements9
- 15+ years of experience in business management, with a focus on customer development or program management.
- 2Bachelor's degree in business, marketing, or a related field is desired.
- 3Proven track record of leading teams and managing complex projects, from planning to execution.
- 4Strong analytical skills, with the ability to interpret data and make informed decisions.
- 5Excellent communication and negotiation skills, with experience resolving conflicts and building strong customer relationships.
- 6Proficiency with CRM systems such as Salesforce and data analysis tools like Excel or Tableau.
- 7Experience in the printing or publishing industry is a plus, with knowledge of printing management software such as EFI Monarch or PrintSmith.
- 8Ability to adapt to changing priorities and manage multiple projects simultaneously.
- 9Authorization to work in the United States without visa sponsorship.
Salary Insight
$121 - $137k per year
Location
Required Skills
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