Program Manager (Sales)

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