Program Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of accountability for the client's formal performance evaluations and ongoing account management.

• Manage daily customer relationships, engaging with stakeholders from site-level through to senior customer leadership.

• Identify and seek out opportunities to broaden SGL's service offerings across various services, locations, and regions.

• Oversee assigned 3PL, 4PL, agent, and contractor partners throughout the national network.

• Track partner and network performance while ensuring accountability meets service expectations and customer needs.

• Spearhead technology initiatives, including the optimization of operational systems, automation of reporting, and the adoption of AI-assisted reporting and analytics.

• Create and present proactive, data-driven recommendations aimed at operational and commercial enhancements.

• Provide customer-facing reports on recovery completion, inventory movement, shipping volumes, service performance, and logistics efficiency.

• Analyze operational data and performance trends to pinpoint risks, opportunities, and areas for improvement.

• Coordinate with operations, warehousing, pricing, technology, and other internal teams to meet customer requirements.

• Manage high-priority escalations involving lost or damaged equipment, delayed recoveries, service failures, and potential compliance issues.

• Support continuous improvement initiatives that enhance service quality, lower costs, improve resilience, and bolster the customer experience.

⛳️ Requirements

• Over 10 years of experience in specialized logistics, first-mile or final-mile operations, reverse logistics, customer success, implementation, technical account management, or operations leadership.

• Direct experience in logistics, trucking, 3PL, 4PL, warehousing, high-tech, or specialized supply chain environments.

• Proven experience in building, managing, and holding an agent, contractor, or partner network accountable for performance.

• Strong working knowledge of first-mile logistics, reverse logistics, asset recovery, and/or handling high-value equipment.

• Demonstrated experience in managing customer relationships and presenting to stakeholders across operational, procurement, and supply chain functions.

• Solid understanding of white-glove handling and the transportation and recovery of high-value equipment.

• Familiarity with TMS and WMS platforms.

• Experience in implementing or introducing new systems, technology, automation, or reporting solutions within a live customer account.

• Strong analytical and problem-solving abilities, capable of interpreting operational data, identifying trends, forming hypotheses, and recommending actionable solutions.

• Excellent communication, relationship management, negotiation, and presentation skills.

• Capability to manage multiple priorities and effectively lead both customer and internal stakeholders in a fast-paced environment.

• Ability to sit for extended periods at a desk and work on a computer.

• Ability to lift up to 15 pounds occasionally.

• Must be eligible to work in the United States.

• Must pass TSA eligibility screening.

• Experience in reverse logistics, including end-of-lease recovery, OEM programs, recalls, liquidation, or asset recovery.

• Experience in handling medical, telecommunications, IT, or other high-value technical equipment.

• Experience in developing automated reporting, dashboards, or data-driven customer performance tools.

• Familiarity with AI-assisted reporting, analytics, or other emerging technology applications within logistics or supply chain operations.

• Experience in identifying and converting operational opportunities into expanded customer services or revenue growth.

🏝️ Benefits

• 401(k)

• Health Insurance

• Dental insurance

• Vision Insurance

• Employee assistance program

• Health Savings Account (HSA)

• Life insurance

• Short Term Disability Insurance

• Long Term Disability Insurance

• Paid Time Off

• Tuition Reimbursement