Program Director

What will your job look like?

The Program Director works in collaboration with operations, MTM support departments, and Transportation Providers to ensure the most appropriate and cost-effective delivery of transportation services. The Program Director also acts as the internal liaison between MTM departments and the Client to ensure MTM is fully compliant with contract requirements.

Location: Candidates must reside in the State of Michigan.
What you’ll do:

- Provide leadership and management of direct and non-direct reports

- Ensure business outcomes and contract goals are defined and met

- Gain knowledge of and understand all aspects of the Client and the contract

- Maintain, understand and effectively communicate Client expectations

- Educate the Client on MTM procedures

- Establish a working relationship with the Client and act as a liaison to ensure their expectations are met and any requests for information are responded to in a timely manner to the satisfaction of the Client and MTM

- Track and maintain department budget in order to meet established financial goal

- Conduct quarterly Town Hall meetings with all levels of staff

- Monitor Client Satisfaction beyond statistical data

- Be available as Client’s key contact for any issues relating to the program

- Maintain a strong working relationship with key Client personnel

- Work with the Client to follow through on service issues, troubleshooting problems and concerns, complaints and education

- Regularly hold and document satisfaction meetings with the Client

- Identify and manage stakeholders’ expectations during all phases of the contract

- Ensure regular interaction with internal departments

- Continuously plan for growth and issue resolution

- Keep abreast of changes to NET program rules, regulations, and policies

- Ensure regular interaction with transportation providers, facilities, and internal departments to ensure safe and quality transportation services are being delivered

- Ensure ongoing collaboration with internal and external partners to ensure effective processes are in place and in line with corporate processes and goals

- Provide development and career guidance to local staff

- Work across all departments to ensure the cost of transportation service delivery is within the budget

- Conduct and process disciplinary actions and terminations as needed

What you’ll need:
Experience, Education & Certifications:

- High School Diploma or G.E.D.

- At least 8 years of experience managing large, profitable operations teams in a multimillion contract environment, 10 years preferred

- Experience with contract implementation

- Experience establishing and managing all aspects of performance management

- Experience managing complex contracts with SLA’s and government compliance

- Experience managing a large team of both direct and indirect reports

- Experience managing employees at all levels of the organization

- Must possess a valid driver’s license

Skills:

- Strong leadership, mentoring & coaching skills

- Strong conflict management skills

- Strong persuasion and negotiation skills

- Strong decision-making skills involving complex data

- Strong and effective communication skills

- Strong business and financial acumen

- Strong analytical and strategic planning skills

- Ability to build and manage a strong team

- Ability understand and communicate Company vision

- Ability to establish and maintain operational structure

- Ability to build and maintain good relationships with community agencies and other critical stakeholders involved in healthcare access issues

- Ability to maintain a high level of confidentiality

- Excellent interpersonal skills and the ability to work with a variety of people and job positions

- Excellent organizational skills with the ability to manage multiple concurrent projects

- Excellent problem solving skills with the ability to anticipate and resolve problems

- Knowledge of managed