• Program Service Manager

    Location(s) US-AZ-Scottsdale
    Professional Services
    Contract Type
    Perm Full-Time
  • About the Role

    The Program Service Manager is responsible for managing the SCAN Association and team, while supporting the overall goals and objectives within the SCM program and SCS division within BSI. This role provides the program management of an association; audit and CAPA facilitation and management, product consultation and configuration expertise, guides the implementation and deployment of the software, maintains and grows client relationships, and provides system training and on-going program direction. This will include managing and planning of software deployment and configuration for SCM SCAN Clients. This job is about client satisfaction through responsive service and proficiency in using the SCM software and other resources as required.



    Essential Responsibilities

    • Maintain and grow client relationship with the SCAN Board of Directors
    • Manage, process and facilitate audit and CAPA management and reporting for nearly 5,000 second party audits annually
    • Plan, design and direct the configuration and implementation of the SCM software product to SCAN member companies
    • Provide downstream review of all SCAN audit reports to ensure correct data is loaded from companies providing the audits to SCAN members
    • Conduct regular meetings with SCAN members in order to determine business practices, to provide product configuration guidance and product training, and to provide user support and issue resolution
    • Provide quarterly reports consisting of detailed analysis of client accounts for trending and risk identification
    • Identify issues and opportunities within SCAN account to provide solutions and potential sales opportunities
    • Provide consultation and training expertise through SCM product demonstrations and training for SCAN clients
    • Develop customer training plans and materials and deliver onsite/web training
    • Provide first and second level technical support to assigned SCAN members and the partnering audit companies
    • Document, internally escalate, and bring satisfactory resolution to customer usability, product and technical issues
    • Assist with development and maintenance of SCAN client and Auditor training plans and materials
    • Lead and provide team support as you assist with projects, reporting and documentation updates
    • Assist with recruitment, selection, induction, appraisal and training and development of administrative staff

    About You

    This great opportunity for an ambitious professional to gain visibility within the organization. 


    We seek someone who meets all of the following criteria:

    • Bachelor's Degree in business management and analytics, supply chain management or compliance is preferred, but not required
    • Minimum 2-3 years of experience managing client accounts
    • Previous experience working in an software support/implementation/services environment preferred, but not required
    • Minimum two years' experience working with customers to identify opportunities, implement and support solutions



    About BSI


    Our ambition is to be recognized and valued globally as a best-in-class company; a client-driven, efficiently-run, growing business.  BSI has come a long way since being founded in 1901. Today, we're a global business services organization, respected world over for the development of standards; assessment of management systems; testing and certification of products and services; providing software solutions; and the delivery of training courses. We offer diverse career paths from auditing to sales, product development to finance, and from IT to marketing.


    With around 4,000 employees working with over 80,000 clients in 172 countries it means that career opportunities are vast. BSI challenges mediocrity and complacency to help embed excellence into the way people and products work. That means showing businesses how to improve performance, reduce risk and achieve sustainable growth.


    Our Vision: "To be the global business improvement partner of choice."

    Our Mission: "To help organizations embed excellence", and states our shared purpose.

    Our Values: "Integrity - Continual improvement - Inclusivity", guide us in the way we work and help us deliver our Vision and Mission.


    What we offer:

    BSI offers a competitive salary, group-sponsored health and dental, short-term and long-term disability, a company-matched 401k plan, company paid life insurance, 11 paid holidays and 4 weeks paid time off.


    BSI is an Equal Opportunity Employer and we are committed to diversity.




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