Program Management Sup I – Remote-USA-ID-7889

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Job Description:

Job Summary

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This position serves as a program manager across the North AM DC, RDC, and FSL operations. The incumbent maintains day-to-day contact with their client to ensure operational execution of business requirements, to resolve customer issues, to identify ways to improve service and to add value to the relationship. This role identifies opportunities to expand the customer relationship, proactively manages contractual agreements/engagements, conducts regular business reviews, tracks and drives improvement to program metrics, tracks and trends spend, monitors client billing and manages Aging AR. This position collaborates with UPS operations management, UPS cross functional teams, and members of senior staff in the client organization. The incumbent works through ops management and cross functional teams to ensure the customer’s business requirements are managed across the NAM network.

Responsibilities

  • Manages SLA/KPI, volume, spend reporting and performance monitoring
  • Requests Ad-hoc Data
  • Implements and tracks cost/service improvements
  • Oversights IT Project, escalations, operational support and service agreements
  • Supports contract renewal and RFP
  • Demonstrates project Management and shares best practices
  • Plans, prepares, and conducts Customer Business Reviews
  • Identifies, resolves, and escalates issues/concerns from customers and operations to ensure customers’ needs are met
  • Drives customer satisfaction improvements
  • Manages customer special projects, identifies billing for project, provides customer with a cost estimate for project, outlines project plan with feedback from the Customer Support Specialist, and communicates with Area Managers on project plan and requirements
  • Gathers data requests, organizes and creates reporting (outside of our standard reporting metrics) or works with customer to submit an IT Project with customer agreement to fund new report development for special customers
  • Designs and oversees monthly/quarterly SLA reporting and business reviews
  • Reviews trends in the way a customer uses our network and works with the customer to identify opportunities for improvement; validates these initiatives, implements agreed changes, and provides tracking on the results
  • Supports customer engagement activities and work with the customer to prioritize actions as needed
  • Drives commercial discussions and activities such as rate increases, contract renewals, and driving organic growth
  • Ensures PM funding or billing is setup and in place
  • Monitors SLA and KPI Agreements to ensure contract and operational compliance
  • Assists with driving operational process improvements and best practices
  • Drives RCCA and operational improvement actions for recurring/systemic operational and service failures
  • Monitors service and performance results to ensure high levels of customer service
  • Drives RCCA and operational improvements for recurring/systemic operational and service failures
  • Manages and forecasts contractual agreements regarding continuous process improvements, shrinkage liability, service/volume penalties and rewards, special project costs, credits, revenue recovery, etc.

OTHER CRITERIA

  • Employer will not sponsor visas for position.
  • The last day you will be eligible to apply will be 07/04/24
  • This role is a job grade 20C
  • UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

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