Based at the customer site, the Program Manager – Customer Support serves as the critical bridge between complex warehouse operations and executive-level strategy. This role is not just about reporting data; it is about storytelling. You will translate high-volume operational metrics into a cohesive narrative that informs senior leadership of the "why" behind the "what."
The successful candidate will be a seasoned Project Manager capable of maintaining high-level visibility across multiple working groups. You will be responsible for ensuring that communication flows seamlessly between teams, keeping all stakeholders aligned on project status, risks, and performance outcomes.
Key Responsibilities:
Data Storytelling & Executive
Reporting: Synthesize weekly and monthly
- performance data into executive-ready presentations and narratives. Curate the story of the business for senior leaders by providing context on performance trends, risks, and strategic recommendations.
Strategic
Communication Management: Serve as the
- primary communication hub across multiple working groups. Own the cadence, accuracy, and clarity of project communications to ensure stakeholders remain aligned and informed across cross-functional teams.
Advanced Project Management:
- Lead complex, multi-workstream initiatives
- with a focus on accountability and follow-through. Drive the Global OTIF improvement plan toward the 95 percent target by managing milestones, dependencies, and escalation path
Deep-Dive Root Cause Analysis:
- Conduct granular analysis of reason codes and performance drivers to identify root causes impacting results. Translate findings into data-backed business cases for process and operational improvements.
Performance Metrics & Validation:
- Compile, analyze, and validate data used
- for Monthly Operations Reviews and daily operational snapshots, including Kitting OTD, Rack, and Machine Count metrics, ensuring accuracy and consistency.
Operational Visibility:
- Produce daily status and exception reporting
- for missing or pending reason codes, maintaining the data integrity required for executive-level decision-making.
Stakeholder Influence:
- Partner with leadership to deliver data-driven insights and commentary that explain global logistics performance and inform future roadmaps and priorities.