APAC Program Management Supervisor

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Job Description:

The Program Management Supervisor serves as a supporting point of contact for multiple customer accounts. The role provides local support for customer accounts and may perform supervisory activities within the Program Management organization. This position ensures service reliability and execution, customer retention and growth, and positive customer relationships. Responsibilities include issue resolution, response tracking, customer communication regarding service events, managing service expectations, conducting customer surveys, facilitating performance reviews and business meetings, managing SOPs and SOWs, and identifying opportunities for account growth. The incumbent may also supervise Program Management support representatives who support multiple customer accounts.

Key Responsibilities

Supervises and Develops Others

• Determines employees’ training needs and develops continuous improvement plans.
• Provides ongoing coaching, feedback, and support to improve performance.
• Conducts fair, consistent, and objective performance evaluations.
• Holds team members accountable for achieving individual and group goals.
• Resolves employee performance issues in accordance with company policies and procedures.
• Promotes teamwork and a high-performance culture.

Provides Support for Customer Accounts

• Assists in identifying and escalating customer issues and concerns.
• Monitors customer surveys to identify trends, process improvements, and satisfaction levels.
• Ensures customer needs and service expectations are met.

Functional Administrative Support

• Organizes departmental structure and workload distribution to maximize productivity and quality.
• Maintains effective communication with direct reports.
• Assigns work based on customer needs, resource capacity, and employee development goals.
• Assists in maintaining appropriate staffing levels to meet customer demands.

Quality Assurance and Analysis

• Monitors compliance with service standards and quality requirements.
• Assists in conducting service quality surveys.
• Performs data analysis and provides feedback to management and staff regarding service performance.

Systems, Process Improvement, and Business Growth

• Supports service process improvement initiatives to enhance consistency and efficiency.
• Assists in developing requirements and implementing technology and system enhancements.
• Manages revenue retention and customer churn.
• Shares customer service best practices across teams.
• Identifies opportunities for account penetration and revenue growth.

Required Competencies

• Service, Product, and Customer Technology Knowledge
• Multicultural Agility
• Project Management
• Report Generation and Data Analysis
• Small Package Operations Knowledge
• Customer Problem Solving
• Strategic Customer Partnership Management
• Supply Chain Management Knowledge

Requirements & Qualifications

Bachelor's degree in business, Supply Chain Management, Logistics, Engineering, or a related field preferred.

Minimum 3-5 years of experience in Program Management, Customer Success, Supply Chain, Logistics, Transportation, or Account Management.

Experience managing customer relationships, service performance, issue resolution, and business reviews.

Employee Type:
 

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