Program Manager

Job Description

This role serves as a pivotal strategic and operational partner for both newly acquired accounts and existing key / strategic accounts. The Program Manager ensures that all commercially agreed requirements are accurately executed by internal stakeholders, continuously balancing business demands with our internal capabilities and capacities.

The Program Manager proactively addresses ongoing or foreseeable concerns and escalations that may impact performance metrics, collaboratively establishing mutual solutions, frameworks, or alternatives as needed. Additionally, the role is responsible for managing the end-to-end, non-technical onboarding process for new accounts. This includes ensuring a seamless setup, timely go-lives, and robust post-launch hypercare in close partnership with Account Managers and internal technical and operations teams

Program Management

• Escalation Management & Resolution: Serve as the primary point of contact for customer escalations, coordinating with internal stakeholders (Operations, Tech, and wider group) to deliver rapid resolutions or proposed alternatives.

• Issue Triage & Root Cause Analysis (RCA): Triage and manage customer issues/concerns based on severity and complexity, conducting root cause analyses with internal teams and communicating findings and supporting explanations back to the customer.

• Performance Monitoring & Improvement: Proactively track customer performance, intervening when customer satisfaction is at risk, and identifying future gaps or needs that require long-term solutions (e.g., raising Change Requests).

• Stakeholder Communication: Support a co-owned responsibility for continuous improvement by analyzing reporting data, articulating detailed findings in regular customer business reviews, and establishing follow-up and corrective action plans.

• Process Design & Governance: To enhance current processes and implement process documentation by contributing to the drafting of Standard Operating Procedures (SOPs) and Key Performance Indicators (KPIs) for new projects and existing accounts.

Onboarding (non-technical) and Project/Campaign Management

• Account Manager Enablement: Establish and maintain centralized repositories for standard API documents and customer questionnaires to ensure Account Managers (AMs) are fully prepared.

• Technical Onboarding Coordination: Translate customer questionnaire information into standardized templates, accurately raising Change Requests (CRs) in JIRA with appropriate labeling to the Tech team to streamline the process and minimize manual work.

• Resource Advocacy: Actively participate in bi-weekly Tech CR prioritization meetings to advocate for and secure required technical resources for projects.

• Integration & Setup Management: Develop and manage generic setup guides and platform-specific integration processes (e.g., Shopify, Shopcada email processes). Co-manage specialized settings (e.g., enabling ATL, ODD) during critical New Product Introduction (NPI) phases.

• Post-Launch Hypercare: Lead the mandatory 2-week post-go-live "hypercare" period as dedicated co-support with the AM to ensure a smooth transition to business-as-usual (BAU), with authority to proactively extend the period based on project complexities.

• Project Go-Live Communication: Communicate go-live statuses, starting dates, and specific service scopes for new accounts and projects to all relevant internal stakeholders during weekly or ad-hoc meetings.

• System Awareness: Proactively inform the broader sales team of upcoming system enhancements or technical migrations (e.g., future replacements of the ePOD portal).

Requirememts

• Bachelor’s degree in Business, Transportation, Logistics, Supply Chain Management or related field preferred; or equivalent combination of work experience.
• A minimum of 2 years of experience working within the logistics, supply chain or freight forwarding industry
• Customer facing roles preferred with experience in key account program and onboarding management.
• Working knowledge of MS and Google tools, WMS and/or TMS systems is preferred
• Experience in Project management, warehousing, transportation, supply chain design
• Able to conduct business requirement workshops, align with operations and IT on the proposed solutions
• Attention to detail and demonstrated initiative; self-starter who is organized with strong decision-making capability and emotional maturity
• Ability to identify and mitigate risks in both operationally and commercially proposals
• Strong interpersonal skills and the ability to develop and maintain good working relationships with staff, executive team, external partners, etc.
• Ability to demonstrate initiative, work on assigned development tasks independently, leverage team members and resources as necessary, apply critical and creative thinking, challenging the status quo where necessary
• Strong analytical background ( ie : Process flow, system information flow and reports analysis)
• Ability to work comfortably with incomplete information and deal with ambiguity in a fast-paced, high-pressure environment to meet project deadlines.
• Proactive problem solver, expected to present problems and recommendations simultaneously