[Remote] Program Manager

Note: The job is a remote job and is open to candidates in USA. BI Incorporated, a technology company providing electronic monitoring solutions, supports agencies nationwide with technology that simplifies their operations. The Program Manager supports Illinois Department of Corrections and Pretrial accounts through on-site assistance, training, troubleshooting, reporting, and program guidance while developing long-term customer relationships and supporting account retention and growth.

Responsibilities

• The Program Manager meets with each department’s administrative staff, a minimum of quarterly, or as needed, on a formal and informal basis. Participates in on-site or teleconference meetings to determine the overall health of the programs and needs of each agency, ensuring contract compliance, and reports information internally
• Stays current on each department’s policies, procedures, and any contract modifications
• Develops and enhances relationships with key officials of each department to promote Company products and services
• Arranges equipment demonstrations and/or site visits to introduce Company products and services
• Meets with IL DOC and Pretrial Managers/Supervisors within each State office location, preferred to be at least once annually, to understand the program health for their respective offices and area of responsibility, address problem areas, and provide recommended solutions
• Reports meeting topics and outcomes to each department’s administrative staff and internally, as appropriate
• The Program Manager works with each department on inventory reconciliation and management. Assists in recovering and returning excess spare equipment and report any losses in a timely manner to the extent possible
• Assists with billing related administrative issues and price correction work in conjunction with Accounts Receivable
• The Program Manager delivers customer-site training on the usage of electronic monitoring equipment and software products to ensure each department’s effective and successful use of the program
• Identifies and evaluates each department’s training needs, and conducts new employee or refresher training as necessary, or at the direction of the departments
• Receives feedback regarding installer program performance. Reports this information to the Manager, Install Services. Provides assistance with installer candidate interviews and new-hire installer training, upon request of the Manager, Install Services
• Acts as a communication liaison between the Company and the departments at all levels to ensure prompt resolution of concerns and issues, and continued customer satisfaction
• Acts as a communication liaison between the Company and Illinois based lobbyist to ensure Company adheres to any legislative changes that may impact the EM program
• Communicates with internal teams, including Sales Management, Product Management, Monitoring Operations, Customer Business Services, and Manufacturing to improve the entire customer experience
• Provides recommendations to resolve identified problem areas and proactively works with each department’s administrative staff to develop and implement appropriate corrective strategies
• Analyzes, summarizes, and provides reports to each department’s administrative staff and managers, as directed
• Provides programmatic assistance to each department’s administration and managers by receiving and documenting programmatic updates and needs, coordinating retrieval of historical information for court purposes, and providing court testimony as required
• Performs other duties as assigned

Skills

• Bachelor's Degree in Criminal Justice or related field, or equivalent work experience
• Minimum of two (2) years of experience in account management, customer support, or training
• Valid state driver's license and the ability to safely operate a motor vehicle required for travel to customer sites
• Basic knowledge of Company products and services
• Excellent oral and written communication skills with internal and external contacts at all levels
• Excellent interpersonal and customer service skills
• Strong presentation, problem solving, and analytical skills
• Self-starter with the ability to work independently, manage multiple priorities simultaneously, and prioritize appropriately
• Strong computer skills with solid knowledge of Microsoft applications
• Ability to handle multiple tasks simultaneously and prioritize appropriately
• Ability to work with computers and the necessary software typically used by the department
• Minimum one (1) year of full-time residency in Illinois preferred
• Some experience with the criminal justice system preferred
• Basic knowledge of Salesforce computer program preferred
• Basic knowledge of the criminal justice system preferred

Benefits

• Bonus (if applicable): Up to 10%
• This is a remote position
• Paid Time Off
• Paid Holidays
• 401(k) Matching
• Health Insurance
• Vision Insurance
• Life Insurance
• Health Savings Account
• Tuition Reimbursement
• Employee Discount
• Reduced Tuition Rates
• Disability Insurance
• Employee Assistance Program
• 401(k)
• Pet Insurance
• Dental Insurance
• Paid Training
• Flexible Spending Account

Company Overview