Program Manager

Job Overview

This position is a crucial strategic and operational liaison for both newly onboarded and existing key accounts, ensuring all agreed contractual obligations are met by internal teams. It requires balancing business needs with resource availability while managing potential issues that could impact performance, by working collaboratively to establish effective solutions.

Key Responsibilities

• Act as the primary contact for handling customer escalations, coordinating with operations, technology, and other departments to facilitate timely problem resolution or alternatives.
• Manage and prioritize customer issues based on severity, perform root cause analyses with internal teams, and provide clear explanations and feedback to customers.
• Monitor customer performance proactively, identifying risks to customer satisfaction and anticipating future challenges that may require change requests.
• Communicate regularly with stakeholders by analyzing reports and delivering insights during business reviews, while planning corrective actions as needed.
• Contribute to process enhancement by aiding in the creation of Standard Operating Procedures (SOPs) and defining performance metrics (KPIs) for both new and ongoing projects.
• Facilitate non-technical onboarding by preparing standardized documentation and questionnaires to empower Account Managers.
• Convert customer input into standardized templates and raise appropriate change requests in project management tools to streamline technical onboarding with the technology teams.
• Participate actively in technical change request prioritization meetings to secure necessary tech resource allocations.
• Manage integration setup procedures and develop generic and platform-specific installation guides, collaborating on specialized configurations during new product launches.
• Lead a mandatory two-week post-launch hypercare phase alongside Account Managers, extending support proactively based on project complexity to ensure smooth operational handover.
• Inform stakeholders of go-live dates, project scopes, and system updates through timely communication in both scheduled and ad-hoc meetings.
• Keep sales teams informed about upcoming system improvements and technology migrations to prepare for changes.

Qualifications & Requirements

• Bachelor’s degree in Business, Transportation, Logistics, Supply Chain Management, or a related field preferred; equivalent work experience also considered.
• Minimum of two years’ experience in logistics, supply chain, or freight forwarding sectors.
• Preferably experienced in customer-facing roles with responsibilities in key account program and onboarding management.
• Familiarity with Microsoft and Google productivity tools; knowledge of Warehouse Management Systems (WMS) or Transportation Management Systems (TMS) is advantageous.
• Background in project management, warehousing, transportation, and supply chain design is beneficial.
• Competency in facilitating business requirement workshops and aligning operations and IT towards solution designs.
• Detail-oriented, proactive self-starter with strong organizational, decision-making, and emotional intelligence skills.
• Capability to identify and mitigate operational and commercial risks.
• Excellent interpersonal skills for maintaining effective relationships with internal teams, executives, and external partners.
• Organizational independence while leveraging team resources when necessary; critical thinker who challenges norms constructively.
• Strong analytical skills including understanding process flows, information systems, and report analysis.
• Comfortable navigating ambiguity and incomplete information, thriving in fast-paced, high-pressure environments to meet deadlines.
• Proactive problem solver who presents both challenges and recommendations concurrently.