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Job Description:
Job Summary
This position serves as the primary coordinator for the Program Management practice area. The incumbent trains staff and ensures UPS meets client obligations, performance and financial metrics (e.g., reporting, proactive communication, etc.). This role develops and leads efforts to improve service quality and to exceed customer expectations. This position potentially manages multiple subsidiaries and may manage supervisory or administrative staff. The incumbent identifies, resolves, and escalates issues/concerns from Business Development, customers, and Operations to ensure customers' needs are met. This role manages revenue retention and churn reduction to retain customers and maintain revenue levels. This position plans and implements initiatives and translates high level organizational goals into business plans to meet customer needs and UPS goals.
Responsibilities
Serves as the primary coordinator for Enterprise Program Management and team members
Sponsors the creation and implementation of programs to develop processes and procedures
Plans and implements initiatives and translates high level organizational goals into business plans to meet customer needs and UPS goals
Trains staff on account management to ensure the continuity of customer relationships
Sets product service standards to drive consistency in customer service practices and to ensure high levels of customer satisfaction
Monitors Program Management metrics across all PM supported accounts to ensure UPS is fulfilling its commitments to the customer
Preferences
Possesses complex knowledge of small package operations; considers the impact of small package operations on other parts of the business and develops solutions to improve operations
Demonstrates knowledge of Program Management product and its benefits to Industrial Engineering, Sales and Solutions, peak planning, and customers
Employs project management tools and technology (e.g., Data Warehouse, Salesforce.com, Microsoft Project, Program Management Group website, etc.)
Applies Service, Product, and Customer Technology Knowledge; is able to compare and contrast the customer's experience of engaging with UPS and primary competitors across all touchpoints; summarizes positive/negative gaps; develops plans to leverage advantages and correct disadvantages
Anticipates industry, financial, and global trends impacting UPS and customers' organizations; identifies strategic recommendations based on anticipated trends; uses detailed understanding of customers' functions, structures, and business models to make supply chain recommendations
Involves other functional groups in complex issues; develops creative or resourceful approaches to resolving issues; identifies potential issues before they occur; keeps customer engaged and motivated despite difficult circumstances or setbacks
Integrates broad knowledge of supply chains within customer organizations to solve complex customer problems; develop strategies to meet the customer's supply chain needs
Identifies individual and team skill gaps/developmental opportunities (e.g., training, special assignments, conferences, projects, etc.) to facilitate individual and team development
Ensures that direct/indirect reports have documented career goals and detailed plans for achieving these goals to develop them personally/professionally
Serves as a liaison between customers and Sales to expand the scope of client relationships
Trains staff on account management to ensure the continuity of customer relationships
Experience with multiple large, complex Enterprise Customer Facing engagements
Requirements
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
Bachelor's Degree (or internationally comparable degree) in Logistics, Engineering, or related field
Must be willing and able to travel for work
Must have experience supervising others
OTHER CRITERIA:
Employer will not sponsor a visa for this or future positions
UPS is an equal opportunity employer. UPS does not discriminate based on race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.
Additional Information for Internals:
Salary Grade: 30F
LOCATION IS FLEXIBLE/REMOTE - applicants residing in the metro Atlanta area will be required to be in office 5 days/week.
Compensation & Benefits:
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,000/year to $133,000/year. Pay is based on several factors including but not limited to, market location and may vary depending on job-related knowledge, skills, and education/training and a candidate's work experience. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance.
Note: This position is eligible for a bonus based on company performance.
Hired applicants may be eligible for Medical/prescription drug coverage, Dental & Vision Benefits, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, Educational Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick/Family and Medical Leave time as required by law, Discounted Employee Stock Purchase Program.
Employee Type:
Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.