Overview The Customer Program Manager is responsible for ensuring seamless operational performance and strong customer engagement by maintaining effective relationships with operational counterparts, driving adherence to Standard Operating Procedures (SOPs), and managing exception handling. The role produces accurate reports, publishes performance metrics, and delivers operational training to support team capability. It handles day-to-day queries, conducts analytics for continuous improvement, supports the Program Manager in delivering key initiatives, and ensures timely and accurate invoicing to uphold financial integrity and service excellence. Key Tasks Customer Management Maintain strong, ongoing communication with customer operational counterparts. Address customer needs, concerns, and operational requirements promptly. Support customer satisfaction through consistent service delivery and issue resolution. Operational Compliance (SOP Training and Adherence). Ensure full compliance with established Standard Operating Procedures (SOPs) incl invoicing. Monitor process execution and identify deviations. Coordinate corrective actions to maintain procedural integrity. Conduct training sessions for internal teams on processes, SOP updates, and new initiatives. Assess training needs and ensure operational staff are aligned with requirements. Reporting and Performance Management Prepare and deliver regular operational reports as per agreed timelines. Compile, validate, and publish performance metrics to stakeholders. Ensure accuracy and clarity of data presented in all reports. Monitor daily operations for exceptions and service failures. Investigate root causes and coordinate with internal teams for resolution. Document corrective and preventive actions to avoid recurrence. Continuous Improvement & Analytics Perform data analysis to identify process gaps, inefficiencies, and trends. Recommend and support implementation of improvement initiatives. Assist the Project Manager in planning, coordinating, and executing initiatives. Provide operational inputs and support testing, rollout, and stabilization. Track impact of improvements through measurable KPIs. Stakeholders Customer operational teams Customer Program Manager Global/Regional/Country OMS Heads Global/Regional/Country OMS Operations OMS Supply Chain Value Engineering OMS Business Intelligence 3rd Parties such as Carriers, Suppliers, etc. Management Responsibility No direct people management Skills Excellent knowledge of Supply Chain Operations and Freight Forwarding. Strong knowledge of InforNexus. Strong analytical and problem-solving skills. Ability to manage multiple priorities and operate effectively in a fast-paced environment. Experience working with BI tools (e.g., Power BI, Tableau) is an advantage. MS Excel/Word/PowerPoint Qualifications & Key Requirements Bachelor’s degree in business, Supply Chain, Logistics, or related field. 2+ years in logistics/supply chain (incl. freight forwarding and PO management). Direct exposure to customer-facing program/projects and collaboration in a global environment. #J-18808-Ljbffr