Program Management Supervisor

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Job Description:

Job Summary

This position serves as a program management contact for root cause analysis, issue escalation, performance management and value engineering. He/She ensures UPS meets client obligations and performance and financial metrics (e.g., reporting, proactive communication, etc.). This position conducts customer review meetings, ensures service reliability and execution, customer retention and growth, and a positive customer relationship with UPS. He/She anticipates client's needs, changes, and trends in the competitive landscape. This position serves as the customer’s advocate and trusted business advisor. He/She collaborates with sales to expand client relationships and generate additional revenue. This position develops and leads efforts to improve service quality and to exceed customer expectations. He/She potentially manages multiple subsidiaries.

Key Responsibilities

• Identifies, resolves, and escalates issues and concerns (i.e., customer visibility systems) from Business Development, customers, and Operations to ensure customers’ needs are met.
• Manages revenue retention and churn reduction to retain customers and maintain revenue levels.
• Plans and implements initiatives and translates high level organizational goals into business plans to meet customer needs and UPS goals.
• Drives service process improvements for assigned accounts to ensure consistency and to improve the service quality and efficiency.
• Sets product service standards to drive consistency in customer service practices and to ensure high levels of customer satisfaction.
• Communicates and collaborates with staff function managers to ensure execution of customer requirements and quality service.
• Serves as the lead advocate for customers to balance customers’ needs with the business needs of UPS.
• Serves as a liaison between customers and sales to expand the scope of client relationships.
• Monitors metrics (e.g., UPS’s commitment to the customer, etc.) to ensure UPS is fulfilling its commitments to the customer.

Job Requirements

• Possess a Bachelor Degree in Logistics, Supply Chain, Engineering, or Business-related discipline.
• Minimum 5 years of relevant experience in Logistics industry performing in a similar capacity.
• Fluent communication in English (spoken and written).
• To be physically based in Gurgaon office/Delhi, and willing to travel for external meetings
• Excellent interpersonal, negotiation, and communications skills.
• Prior experience in both GFF and SP experience, project management and working alongside both internal and external stakeholders.
• Analytical thinker with strong business acumen & consulting skills.

Employee Type:
 

Permanent

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