Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago.

Job Summary:

The Program Manager exercises end-to-end ownership of a related suite of service delivery practices related to ATMs and banking equipment for our retail bank clients. Activities will include drafting, auditing, and updating SOPs, analytic reporting, collaborating to develop tech-based process improvements, managing vendor and client relationships, and participating in cross-functional projects that create value for Lessen, our clients, and our partner service providers. This role is responsible for aligning program functions with the strategic objectives of Lessen and our clients and continuously seeks ways to enhance the program’s contribution to those objectives. Within the Program Manager’s service vertical, they exercise significant autonomy to identify opportunities for improvement, justify and resource change initiatives, and implement platform improvements. The program manager enables internal and client senior management to make strategic decisions by providing reporting and recommendations based on robust data analysis, modeling, and empirical testing. The successful program manager achieves financial and operational objectives for the client while delivering positive financial performance for Lessen.

What You'll Do

Develop and oversee program plans that connect service delivery to organizational strategic objectives. Ensure that various program aspects remain aligned within the programs as well as with broader corporate strategies, plans, and initiatives.
Provide end-to-end management of program planning and execution: define program goals, develop an overarching roadmap, define program structures, define and meet staffing requirements, manage budgets, manage changes, issues, risks, and escalations.
Identify and routinely review the client’s service requirements and the methods by which those requirements are met to achieve optimal service delivery practices and results
Drive continuous improvement process through measuring results, identifying opportunities for improvement, and leading CI projects.
Identify, scope, propose, and implement new opportunities or alternative business solutions and strategies to provide value to one or more stakeholders through new or improved processes and services.
Identify interdependencies with internal, client, or vendor stakeholders and lead interdepartmental and cross-functional coordination to achieve cost, schedule, and quality goals.
Collaborate with product managers to develop and implement technology solutions that improve the financial and operational efficiency of service delivery.
Lead the execution of projects in support of program objectives.
Justify and manage the use of resources in support of program objectives.
Develop and manage the supply network that enables service delivery and negotiate vendor pricing in support of the program.
Analyze program performance by defining and measuring KPIs; establish standard performance reporting to be delivered to internal and client management.
Develop relevant SOPs and oversee the training and implementation of the established procedures.
Maintain adherence with all client administrative and compliance requirements.
Develop and maintain relationships with internal and external stakeholders.
Develop and lead presentations for routine and ad hoc informational sessions with executive leadership.
Ensure the dissemination of lessons learned and best practices with other program leaders.
Travel up to 30% required

You Should Have:

Entrepreneurial drive to think and act independently in situations involving ambiguity
Adaptable and able to function within a changeable and uncertain situation; capable of bringing discipline and stability to unstructured environments
Adept at working closely in a team environment and at providing vision and strategic direction to a team, leading through shared commitment to organizational success
Be comfortable routinely weighing available information and analysis to make timely decisions
Process orientation with a drive for systematic, repeatable solutions tempered with innovative and flexible thinking about new ways to improve those processes
Experienced in navigating the organizational politics of environments where culture and structure vary within and across stakeholder organizations
Ability to manage and prioritize multiple workstreams and work within tight deadlines
Proficient in facilitation and able to negotiate with senior-level and external stakeholders
Excellent organizational skills
Excellent written and verbal communication skills. Must be capable of succinctly and effectively presenting detailed material to internal and external senior management
Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook is required
Familiarity with Tableau or other data visualization packages is a plus

People Management Skills

Proficient in engaging a team through communication, processes, personal impact, and influence

Qualifications

Minimum Qualifications

Bachelor’s Degree
3 or more years of experience managing complex projects and programs involving cross-functional team management

Other Relevant Qualifications

Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields is a plus

Why Lessen:

· Competitive compensation

· Health, Dental, Vision, Life, Disability options

· 401K retirement savings plan

· Paid vacation, federal and floating holidays

· Maternity/Paternity Pay

· Career advancement opportunities

· All the tools you'll need to be successful

Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building. Lessen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

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