What are the responsibilities and job description for the Program Manager position at ISSA?
The Global Biorisk Advisory Council (GBAC) Program Manager will coordinate and manage the GBAC STAR™ program portfolio both pertaining to the customer experience, and the systems in place that are vital for its success. GBAC STARTM is a performance-based accreditation program that helps facilities and events demonstrate that they have the work practices, procedures and protocols that demonstrate their commitment to upholding a clean and healthy space for employees, guests, and community. It utilizes both a quality management system and a Biorisk management systems approach to ensure the built environment, and the people within it, are prepared against infectious diseases and illness outbreaks.
GBAC Program Manager
The GBAC Program Manager will be passionate about customer satisfaction and data analysis by using a systematic approach and have diverse professional and educational backgrounds with strong interest in public health, and program development.
Responsibilities:
- Coordinate and manage the GBAC STAR accreditation program pertaining to the customer experience and the systems behind it.
- Manage the GBAC Customer Satisfaction Coordinator
- Ensure compliance with GBAC STAR requirements, as well as ISSA best practices.
- Develop and maintain documentation related to the GBAC STAR accreditation program.
- Analyze customer feedback and performance data to identify areas for improvement.
- Develop and implement strategies to improve customer satisfaction and program performance.
- Use Salesforce to manage and analyze data related to the GBAC STAR program.
- Collaborate with various departments to implement improvements and track progress.
- Prepare reports and presentations on program performance and customer satisfaction to senior management.
- Respond to inbound phone calls, providing on-spot solutions to issues or noting questions or concerns to triage to appropriate team members.
- Manage, monitor and triage general and technical customer support.
- Respond to customer inquiries to resolve issues and help them navigate the use of GBAC programs.
- Maintain a positive, solutions-oriented demeanor while listening, documenting, and resolving customer inquiries.
- Assist with development activities, making outreach and supporting engagement efforts with current customers including affiliated accounts, destination cities, and Scholarship Programs.
- Identify reoccurring themes, pain points and issues that arise from repeat customer inquiries and propose solutions to enhance the customer experience.
- Maintain key measures and metrics associated with the GBAC STARTM program through data management efforts.
- Ability to maintain a consistent work schedule while working remotely.
Candidate Prerequisites:
- Must have 3 or more years of experience in a relevant field including business administration, customer service, or communications with an interest in the field of public health. An associate or bachelor’s degree, or pursuing, in a business-related field preferred.
- Proven experience in program coordination, customer satisfaction, and data analysis.
- Proficient in Microsoft Office Suite.
- Experience working with Salesforce.
- Excellent organizational and project management skills.
- Strong communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team.
- Must be comfortable working remotely.
- Must complete GBAC Trusted Advisor Training and onboarding.
Candidate Profile:
- Must be comfortable with a “family” culture.
- Willingness to work flexible hours.
- Receptive to change, and willing to seek solutions when presented with roadblocks, and/or feedback.
- Ethical conduct.
- Strategic thinking.
- People Oriented with active listening and presentation skills.
- Positivity.
- Self-motivated.
- Detail-oriented.
- Strong interpersonal skills with a genuine approach to helping others.