Program Management Sup I - Remote

October 7, 2024

Job Description

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Job Description:

Job Summary

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.

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

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.

Basic Qualifications:

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

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Job Description

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