Company
ProgramManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Program Manager. Skills: process management, cross-functional coordination, stakeholder management, continuous improvement. Ensure commercially agreed requirements are executed. Balance business demands with internal capabilities”
What You'll Achieve.
ensure all commercially agreed requirements are accurately executed; continuously balancing business demands with our internal capabilities and capacities; proactively addresses ongoing or foreseeable concerns and escalations; establishing mutual solutions, frameworks, or alternatives as needed; ensuring a seamless setup, timely go-lives, and robust post-launch hypercare; track customer performance; intervening when customer satisfaction is at risk; identifying future gaps or needs that require long-term solutions; enhance current processes; implement process documentation; streamline the process and minimize manual work; advocate for and secure required technical resources; ensure a smooth transition to business-as-usual (BAU)
Industry & Context.
Issue Triage & Root Cause Analysis (RCA); Proactive problem solver; present problems and recommendations simultaneously
What They're Looking For.
Must Have
2 years of experience working within the logistics, supply chain or freight forwarding industry, Able to conduct business requirement workshops, align with operations and IT on the proposed solutions, Attention to detail, demonstrated self-starter who is organized with decision-making capability and emotional maturity, Ability to identify and mitigate risks in both operationally and commercially proposals, 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, 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
Nice to Have
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
What You'll Do.
Ensure commercially agreed requirements are executed
Balance business demands with internal capabilities
Address ongoing or foreseeable concerns
Manage end-to-end onboarding process
Ensure seamless setup and timely go-lives
Lead post-launch hypercare period
Communicate go-live statuses
Inform sales team of system enhancements
How You'll Work.
Team & Collaboration
Collaboratively establish mutual solutions; Partner with Account Managers; Coordinate with internal stakeholders; Conduct business requirement workshops; Align with operations and IT; Develop and maintain good working relationships with staff, executive team, external partners; Leverage team members and resources
Communication Scope
Stakeholder Communication; articulating detailed findings; communicating findings and supporting explanations
Process & Methodology
Project management, Campaign Management, Integration & Setup Management, Post-Launch Hypercare, Project Go-Live Communication
Full Job Description
**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 O
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