Program Manager (Electronic Monitoring, Courts) (Em)

MUST HAVE A VALID DRIVERS LICENSE

Requires travel to state offices around Louisville, KY

The Program Manager is responsible for supporting a specific program, Louisville, KY Metro Government, through providing technical support for SCRAM GPS and any other SCRAM products or services including analysis of SCRAM data and by positioning SCRAM Systems as the industry leader in offender monitoring with local, state and federal markets.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Assist in the development, coordination and implementation of SCRAM Systems customer support strategies with Account Manager, Regional Sales Manager and Director of Account Management

• Gather input from SCRAM Systems teams to address critical areas or concerns, develop a follow up plan and clearly communicate with the Account Manager and all parties

• Review the SCRAM Systems Reporting Package with customers to reinforce the use of standard reports for improved court communications and program effectiveness

• Listen to customer concerns; develop plans and timelines for resolution and follow-up in a timely manner with the assistance of the Account Manager

• Identify new ideas and/or improvements to SCRAM Systems programs by noting common issues or concerns within the customer base

• Work with customers to understand current operational protocols and implement SCRAM Systems best practices

• Work with customers in understanding current Inventory service cycles and equipment returns/replacements/upgrades

• Assist with the replacement of older product versions with new as technologies evolve and emerge

• Effectively prepare equipment for use and installation to include maintenance and cleaning of all equipment

• Provide proactive customer outreach and follow up on a regular basis to ensure customers are managing their programs and equipment effectively. Methods may include, but are not limited to onsite training, conference calls or webinars

• Initiate and conduct initial training for new agency staff members with the assistance of agency supervisory staff and document efforts

• Initiate and conduct regular refresher training for agency staff members and document efforts

• Participate in internal and customer facing conference calls and webinars when applicable

Experience and Education

High School Diploma or equivalent required. Customer Support experience a plus. Bachelors in Criminal Justice or related field, preferred

Required Knowledge:

• Knowledge of Corrections industry a plus

• Basic knowledge of Microsoft Office Software

Experience:

Minimum 2 years' experience within the criminal justice system

Skills / Abilities:

• Self-motivated

• Strong verbal and written communication skills, including excellent listening skills

• Ability to effectively prioritize and manage multiple priorities

• Excellent interpersonal skills with a positive, outgoing and 'can do' attitude

• Team player who performs well while aligning team goals to activities with a win/win attitude

• Highly organized with excellent follow up

• Proficiency with Microsoft Office Tools like Word, Excel, PowerPoint

Other considerations:

• Requires approximately 40% travel

• Must have a valid driver's license and meet acceptable driver standards

• Must reside within the assigned territory or an adjacent county

• Must be able to pass a criminal background check

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.