Client Program Manager

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Work in conjunction with sales and account teams to develop collaborative account strategies, roadmaps, and growth initiatives.

• Lead both global and regional operational client teams (including Customer Experience, Delivery, and other business units) to ensure consistent execution of services.

• Manage relationships with key customer stakeholders and develop internal stakeholder engagement plans.

• Enhance customer satisfaction through Key Performance Indicators (KPIs), Net Promoter Score (NPS), and Voice of the Customer initiatives.

• Recognize and transform Value Creation concepts into initiatives that benefit both the customer and the company.

• Ensure alignment of customer KPIs with expectations and Service Level Agreements.

• Handle escalations and hold teams accountable to reduce risks to business retention.

• Supervise operational deliverables such as Monthly and Quarterly Business Reviews.

• Facilitate meetings focused on performance, strategy, projects, and growth planning.

• Update and maintain Standard Operating Procedures.

• Foster capability building, knowledge sharing, and lead initiatives within Customer Program Management.

⛳️ Requirements

• Bachelor’s degree or foreign equivalent in Business Administration or a related field is required.

• A minimum of five years (60 months) of experience in the specified role or in any position that provided the necessary experience.

• Five (5) years of professional experience in operational management utilizing business improvement and lean tools, including RACI matrix, 5 Whys, Fishbone Diagram, Failure Mode and Effects Analysis, Value Stream Mapping, Visual Kanban board, data analytics, and automation for invoice repetitive checks.

• Expertise in risk management, including identifying risks related to potential business losses, transportation delays, regulatory changes, and IT and Cyber incidents.

• Experience in cross-team collaboration with logistics, IT, global operations, and finance teams for shipment routing and rerouting, ERP system integration, maintaining compliance documentation, and optimizing invoice monitoring.

• Proficient in using Power BI and Excel to develop KPI dashboards that support business reviews, track customer SLAs, optimize revenue flow, and monitor on-time delivery along with root-cause analysis of issues.

• Skilled in utilizing scenario modeling to quantify the financial impact of shipping delays and proposing contingency plans along with escalation processes.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work schedule and remote work opportunities.

• Opportunities for professional development and career advancement.

• Paid time off and holiday leave.