The Program Director is a creative and strategic thinker who understands our client’s business. They can lead a team in creating digital experiences that improve customers lives and help meet the client’s goals and objectives while building positive professional relationships with clients and team members. They partner with team leaders to elevate the work.

The Program Director is responsible for the planning, implementation, management, supervision, and evaluation of a designated portfolio. They are accountable for the success of all projects and team members within that portfolio. They support strategic program planning including staffing, project and budgeting initiatives in addition to problem-solving, mentoring and supporting a team of Producers. 

The Program Director acts as an advocate for the company, supporting the development and improvement of process, training and guiding their team. They interface with senior level clients and Critical Mass executives. They are interested, invested and passionate about the industry, the clients we service, and the work produced.

The Program Director demonstrates flexibility, accountability, passion, empathy, confidence, leadership, understanding the audience, is highly collaborative and can see the forest through the trees. 

RESPONSIBILITIES:

Client Relations

• Acts as a primary point of contact, serving as the lead in communicating client needs to the team and the team needs to the client.
• Understands your client’s short- and long-term goals, understand their competition and what they are doing.
• Understands and communicates client business needs to the internal team and to third-party vendors
• Ability to inform clients how to best work and what drives project success.
• Diplomatic leader and facilitator with the ability to build relationships and consensus with team members, clients, and executives.
• Works with the team to identify Ask+ opportunities within the project or opportunistically within the account

Project Support

• Supports the overall team in developing solutions to improve the lives of consumers, drive client business, and represent the capabilities of Critical Mass
• Takes accountability for ensuring the overall business and portfolio runs effectively.
• Attacks each problem with a calm, rational and logical approach. He/she knows how to get stuff done, is able to rely on their own experiences, tools, and partners to find solutions to issues that arise. 
• Drives negotiation and acceptance of changes within the portfolio and is able to effectively manage and support teams through change.
• Highly organized and has the ability to absorb and communicate a large amount of information and keep track of a number of moving pieces.
• Has a clear vision of the big picture and is able to filter through the noise, understanding what level of detail is important to communicate, keeping their finger on the pulse of the account, understanding priorities, risks and issues without knowing every detail of every project in the portfolio.
• Ability to handle a wide variety of sensitive issues effectively and confidentially.
• Understands and champions company goals and objectives and makes them relevant to the teams.
• Contributes to on-going process improvements both on an account and discipline level.
• May support the planning and management of large complex projects as required.
• Forecasts, tracks and manages portfolio budgets and revenue, POs and invoices.
• Identifies, analyzes, prioritizes, mitigates and communicates portfolio risks.
• Ability to work with a team and create a positive environment that leads to award-winning work and makes others want to join your group.
• May participate in the hiring process as required.
• Builds and sustains internal Critical Mass executive working relationships.
• Applies expert knowledge of project delivery best practices, project financials, planning, forecasting, and resourcing in order to manage project teams and business issues.
• Provides leadership to project teams through all phases of the project lifecycle, providing coaching, and motivation.
• Establishes clear expectations on how the team will work together to accomplish the team objectives.
• Acts as an effective communicator with the ability to build a story to articulate the right pieces of information in order to communicate effectively with a variety of internal and external stakeholders.
• Understands how all the pieces fit together, the risks and impacts of small changes on the overall account.
• Works with Discipline Leads to define appropriate resources required to meet portfolio needs.

Account Planning and Operations

• Creates and owns account roadmap development that will allow for solid resources and revenue management, looking at all projects being tied into the larger account picture.
• Acts as a career manager and provide project delivery business guidance, mentoring and on the job training.
• Drives continual process and people management evolution in support of the effective delivery of solutions.
• Ability to recognize how team members are doing, understand and account for many different points of view, and provide support for the team

REQUIREMENTS:

• Post-secondary education is preferred, or equivalent experience.
• 7-10 years experience managing a variety of digital project types; site builds, e-commerce, marketing campaigns, microsites, maintenance.
• Experience leading teams.
• Advanced competency in managing and controlling project scope, schedule, budget and resource management/reporting and change management, project roadmap development and revenue forecasting.
• Advanced knowledge of Project Management principles, methods, and techniques.
• Experience in leading conversations with clients, around scope, schedule, and budget as well as roadmaps, objectives, and strategies.
• Ability to tactically organize and structure activities, paying particular attention to detail.
• Advanced leadership, problem-solving and decision-making skills to facilitate effective task and resource management.
• Demonstrated communication, presentation, leadership, facilitation and negotiation skills.
• A solutions-oriented leader with refined decision-making skills and the ability to lead by example.
• Ability to stay focused on the driving goals even in high-pressure situations.
• Ownership and accountability of clients’ business needs and ability to drive to solutions.
• Experience with office productivity tools such as Excel, Word, MS Project, Visio, and PowerPoint.
• Experience with collaboration and issue tracking tools such as Box, Jira, Confluence.

What We Offer:

• Global maternity and parental leave
• Competitive benefits packages
• Vacation, compassionate leave, sick days, and flex days
• Access to online services for families and new parents
• Winter holiday office closures
• Summer Fridays (off at 3:00 PM local time every Friday)
• Diversity and Inclusion Board with 12 affinity groups
• Internal learning and development programs
• Enterprise-wide employee discounts

At Critical Mass, we value our employees and offer competitive compensation and benefits packages.  If you’re looking for a challenging and rewarding opportunity to make a significant impact on the lives of our employees, we encourage you to apply for this exciting position today!

The Talent Team at Critical Mass is focused on ensuring we provide the best training, onboarding, and employee experience possible! Our new hires & employees are the future of our organization, and we want to set you up for long-term success. In an effort to do so, we expect our team to work from an office a minimum of 4 days a week. The ask stems from our want to:

• Strengthen opportunity for continuous learning
• Improve collaboration and team relationships
• Increase employee engagement

This work model balances the need for individual flexibility while maintaining the relentless customer focus we provide at CM. We understand that not everyone may feel comfortable with this expectation, so we ask that you please let us know immediately if there are any concerns so we can help navigate accordingly.

We continually review ranges to address skills, experience and markets. Base salaries are determined during our interview process, by assessing a number of factors that include, but aren’t limited to, a candidate’s experience and skills relative to the scope and responsibilities of the position. For current CM employees, tenure will also be a consideration.Salary Range$145,000—$160,000 USD

Critical Mass is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We do not tolerate discrimination on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you are an individual with disabilities who would like to request an accommodation, please reach out to accommodations@criticalmass.com.

We are committed to fostering diversity, equity, and inclusion within our pool of candidates, with a target of achieving at least 50% representation from underrepresented communities.

The Critical Mass Talent Acquisition team will only communicate from email addresses that use the URLs criticalmass.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money, technology, or anything else to work for our company. If you believe you are the victim of a scam, please review your local government consumer protections guidance and reach out to them directly.

If U.S. based: https://www.consumer.ftc.gov/articles/job-scams#avoidIf Canada based: https://www.canada.ca/en/services/finance/consumer-affairs.htmlIf U.K. based: https://www.gov.uk/consumer-protection-rightsIf Costa Rica based: https://www.consumo.go.cr/educacion_consumidor/consejos_practicos.aspx