Program Manager - On-Demand Services - National Projects

Job Description

Program Manager, On-Demand Services – National Projects

Who you’ll work with:

Join the powerhouse electrical distributor in the construction industry! At Loeb Electric, we’re more than just a distributor—we are the driving force that keeps innovation illuminated and businesses powered. We pride ourselves on being dedicated to our values:

People: Encouraging the success of our people.

Trust: Building relationships among ourselves, customers, vendors & other partners.

Commitment: Continuously striving to deliver high-quality, measurable results.

Innovation: Providing ideas & solutions for our customers.

What we’re looking for:

The Program Manager – On Demand Services is responsible for overseeing key account facilities maintenance programs with a proactive, programmatic approach focused on achieving customer expectations. While the Account Executive drives overall customer relationship and growth strategy, this role ensures seamless program execution by managing service delivery, Service Level Agreement (SLA) compliance, and drive continuous improvement initiatives. Acting as the operational counterpart to the Account Executive, the Program Manager translates customer priorities into actionable programs, coordinates with internal teams and vendors, and leverages data insights to enhance efficiency, performance, and customer satisfaction.

What you will be doing as a key player on our dynamic team:

Serve as the primary operational point of contact for key account customers, leading weekly meetings, progress updates, and performance reviews in partnership with the Account Executive.

Oversee the execution of on-demand maintenance programs, ensuring a proactive and strategic approach to service delivery.

Monitor and manage customer SLAs, ensuring all performance metrics are met or exceeded.

Develop and maintain dashboards, weekly reports, SOP’s, and program documentation to track progress and identify trends.

Collaborate with internal support teams to prioritize work orders, allocate resources, and resolve escalations.

Identify opportunities for process improvement and implement best practices to enhance efficiency and customer satisfaction.

Analyze work order data to uncover patterns, anticipate needs, and recommend preventative maintenance strategies in partnership with the Account Executive.

Provide management and leadership with regular progress reports and KPI’s on assignments.

Serve as the internal advocate for the customer, ensuring alignment across operations, sourcing, and service partners.

Own program financial performance by monitoring spend, identifying cost drivers, and recommending efficiencies.

Skills & Qualifications:

Strong operational and organizational skills with the ability to manage multiple priorities, meet deadlines, and deliver flawless execution.

Proven customer-facing experience with the ability to build relationships, manage expectations, and act as the customer’s advocate.

Clear and concise communicator (written and verbal), skilled at listening, problem analysis, and developing actionable solutions.

Demonstrated accountability, initiative, and commitment to high ethical standards.

Strong analytical skills with the ability to interpret service-level data, monitor SLAs, and drive performance improvements.

Proficiency in MS Office (Outlook, Excel, Word, PowerPoint) and reporting/dashboard tools (Excel, Power BI, Smartsheet).

Ability to think strategically while managing day-to-day execution in a fast-paced environment.

Experience leading cross-functional efforts, ensuring alignment across operations, sourcing, and service partners.

Ability to oversee program financial performance by monitoring spend, identifying cost drivers, and recommending efficiencies.

Familiarity with work order platforms to analyze service delivery trends and optimize preventative maintenance strategies.

Experience and Education:

Bachelor’s degree in business, Facilities Management, Operations, or a related field; equivalent experience may be considered.

5+ years of experience in program or project management, preferably in facilities services, maintenance, or operations.

Strong customer-facing experience, with a proven ability to build relationships and manage expectations.

Experience managing SLAs, analyzing service level data, and driving performance improvements.

Proficiency with work order management platforms; experience using reporting and dashboard tools (e.g., Power BI, Smartsheet, Excel).

Demonstrated ability to monitor budgets, track spend, identify cost drivers, and recommend efficiencies to improve program financial performance.

Proven success leading cross-functional initiatives and influencing stakeholders without direct authority.

EEO and Accommodations

Loeb Electric is an equal opportunity employer committed to fostering an inclusive, diverse, and equitable workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws.

Loeb Electric also considers qualified applicants with criminal histories in accordance with legal requirements. We welcome and encourage applications from individuals with disabilities. Reasonable accommodations are available throughout the selection process—please inform our Talent Acquisition team if you require accommodations during the interview process.

Full-time