About Leo

Leo is a portfolio of trusted service companies operating under one brand. Our family includes Academy Locksmith, Firstline Lock & Door, First Choice Facilities, Caliber, CLM, Impact, and others - all Powered by Leo. By operating as one team, we invest in our people, systems, and shared ways of working, while continuing to support the local teams and relationships that define our businesses. The result is consistent, reliable service and more opportunity for our people to grow and make an impact.

Summary

The Program Manager I is responsible for the assigned work orders for Leo's facilities maintenance clients. The position performs as a dispatcher for clients, vendors, and the labor workforce, to ensure recurring maintenance is completed as scheduled and happens on a client-specific cadence. As well as conducting redirects and follow-ups during scheduled hours.

Job Responsibilities

• Reasonable accommodation may be provided to enable individuals with disabilities to perform essential functions.
• Supervises in-house and remote team members, including participation in interviewing and hiring processes.
• Facilitates 30-, 60-, and 90-day check-ins, as well as annual performance reviews. Partners with the Manager of Training and Implementation to track new hire progress and provide performance feedback for early-stage evaluations.
• Escalate employee relations issues to the Associate Director of Operations or Human Resources as appropriate. Ensure team members complete assigned responsibilities and delegate or assign steps in maintaining service standards when needed.
• Oversee core operational functions such as work order dispatching, scheduling, budget management, and job completion and closure.
• Supports team member development through ongoing training, coaching, and collaboration with training leadership to expand trade-specific knowledge.
• Assists team members with challenging customer service situations, including coaching through difficult jobs, technician coordination, and client inquiries to ensure customer satisfaction.
• Provides daily support to assigned client accounts by monitoring unresolved issues, aging work orders, or potential losses, and escalating matters to the Associate Director of Operations when necessary.
• Reviews and approves team timesheets before payroll processing. Monitors attendance trends, addresses issues with team members, initiates disciplinary action when needed, and manages time-off requests and calendar updates.
• Collaborate with the management team to oversee team schedules and ensure adequate in-office and client-facing coverage.
• Participates in client onboarding and assumes ownership of recurring maintenance and reporting needs. Serves as the first point of escalation for bid submissions before reviewing with the Associate Director of Operations.
• Partners with the Manager of Client Experience to align dispatch workflow and share weekly reporting that supports timely job closures.
• Supports the team in resolving escalated billing or credit card discrepancies, working with the Associate Director of Operations and the Finance department as needed.

Job Requirements

• Strong organizational skills.
• Attention to detail.
• Adaptable and able to work in a fast-paced environment.
• Demonstrates attention to detail and accuracy.
• Possess excellent time management skills.
• Problem resolution skills
• Displays professional communication skills.
• Supervisory Requirements.
• This position does not have supervisory responsibility.
• Education/Experience.
• A degree with 3 years’ experience in customer service, or 1 year in facilities maintenance or any equivalent combination of training and experience that provides the required knowledge, skills, and abilities is qualifying. To perform this job successfully, an individual should have basic skills in a work management system, proficiency in MS Office skills, and the willingness to expand their knowledge.

Work Environment/Physical & Visual Demands.

• This position works on a fluctuating schedule Monday to Friday; flexibility is required.
• This position requires extensive contact with people, and local travel may be required.
• Physical Demands: Speaking, Listening, Writing, Sitting, Keystroke, Crouching, Kneeling, Reaching, Standing, Walking, Pushing, Pulling, Finger movement, Squatting, Grasping, Repetitive Motion, and Sedentary/ Light work, Climbing, requiring lifting up to 20lbs or up to 50lbs with assistance.
• Visual Demands: Visual acuity to perform activities such as viewing a computer terminal and reading.
• Environmental Conditions: This position is subject to sufficient noise with an indoor environmental condition; protected from weather conditions, but not necessarily from temperature changes.