Job Description

The incumbent is responsible for customer stabilization, retention, and optimization, ensuring stability in the customer experience. The incumbent will lead a team of program managers and establish clear KPIs and SLAs for defined customer programs, ensuring clarity of understanding and program execution expectations. With the help of their team, they will own the strategic operational roadmap for their customer(s) within their cluster, prioritizing and balancing the opportunities for the greatest impact to the bottom line, while relentlessly driving optimization of the customer program across active geographies.

Responsibilities

Roles & Responsibilities

Lead a team of Program Managers to oversee the governance and delivery of customer programs within the accounts that are assigned under their cluster
Adopt a comprehensive view of the operational program delivery and its associated impact to customers strategic goals and objectives
Utilize appropriate programs and project management methodologies to give assurance that intended outcomes are identified and achieved
Collaborate with internal and external partners that are involved in the delivery of defined customer programs
Identify and rectify recurring internal process failures/ redundancies/ problems
Remove barriers to program execution
Define program improvements by reviewing data and trends
Oversee and drive the implementation of solutions
Manage customer issues that require management level problem solving and intervention
Translate customer requirements into operational procedures, so as to enhance the overall customer experience

Continuous Improvement

Review existing operations and implement innovation processes to generate new ideas
Ensure the required continuous improvement outcomes are delivered
Participate in best practice sharing
Evaluate client-facing work scope and activities to assure maximum value and resource efficiency

Requirements

QUALIFICATIONS

10 years of experience in logistics, supply chain, freight forwarding, customer solutions, program management, or a related field.
3-5 years of people management experience.
Proven experience leading key account programs and operational delivery in a complex, customer-focused environment.
Strong leadership experience with the ability to coach, mentor, and develop team members across different locations.
Demonstrated ability to build strong customer relationships and collaborate effectively with internal and external stakeholders.
Experience driving operational excellence, continuous improvement initiatives, and service delivery performance.
Strong problem-solving and decision-making skills, with the ability to identify issues, remove barriers, and implement effective solutions.
Proven ability to manage multiple priorities and customer programs while delivering business objectives and customer satisfaction.
Hands-on and proactive approach, with the ability to balance strategic planning and operational execution.
Excellent communication and stakeholder management skills, with the ability to influence and engage stakeholders across different levels and functions.
Approachable, collaborative, and customer-focused leader who can build high-performing teams and drive results.
Willingness to travel quarterly between Singapore and Malaysia, as business needs require.

This role will either be stationed in Singapore or Malaysia.

About Us

MAKING THE IMPOSSIBLE, POSSIBLE

APL Logistics provides innovative, global supply-chain solutions across Automotive, Consumer, Industrial and Retail markets. These solutions include Order Management, Distribution & Fulfillment, Customs Brokerage and Transportation products delivered across six regions. We also pioneered the use of visual data analysis and offer a robust Data Management and Analytics product suite to help you understand and solve complex problems that span systems and processes. Our brand was built alongside a culture of deep customer focus and attention, and we are known for providing flexible solutions to complex problems.

AT THE HEART OF OUR OFFERING IS A GLOBAL, CROSS-FUNCTIONAL ABILITY TO MANAGE CUSTOMER ORDERS FROM ORIGIN ALL THE WAY TO FINAL DESTINATION VIA A NETWORK OF GLOBAL PROFESSIONALS.

Team Manager, Program Management