Customer Program Assurance Analyst

Overhaul•Austin, TX

About The Position

The Customer Program Assurance Analyst ensures a dedicated customer program is configured correctly, operates as designed, and consistently delivers the expected level of service. Within Customer Success, the role serves as the program’s quality and operational assurance lead, proactively reviewing shipment activity, workflows, configurations, alerts, monitoring processes, and overall performance to identify gaps before they become customer issues. The analyst works with Customer Success, Operations, Product, Support, and other internal stakeholders to validate program execution, investigate issues, implement corrective actions, and improve program performance over time. The role also develops deep knowledge of the customer’s supply chain, security requirements, routing, operating model, and objectives; serves as a subject matter expert for the customer’s Overhaul program; and supports program changes, reviews, reporting, escalations, and significant incident follow-up. Success means customer requirements are accurately reflected in the program, workflows and configurations are consistently maintained, and operational or configuration problems are identified and resolved proactively. The position helps ensure the customer’s program is actively monitored, validated, and optimized across regions.

Requirements

5+ years of experience in Customer Success, logistics, supply chain, security, operations, program management, or a related field.
Strong understanding of logistics operations, shipment visibility, transportation workflows, or supply chain risk.
Demonstrated ability to identify operational gaps, investigate issues, and drive cross-functional resolution.
Strong analytical skills and attention to detail, including the ability to review shipment-level activity and identify broader program trends.
Ability to manage complex customer programs.
Ability to balance customer-facing responsibilities with detailed operational and technical review.
Strong written and verbal communication skills.
Ability to work effectively across global and regional teams.
Comfort challenging existing processes and identifying where systems or operations are not performing as intended.

Nice To Haves

Experience supporting complex or global enterprise customer programs.
Experience in supply chain visibility, transportation technology, cargo security, risk management, or logistics technology.
Experience working with IoT devices, telematics, shipment monitoring, or exception management.
Experience with global customer programs spanning multiple regions, transportation modes, and operational teams.

Responsibilities

Conduct ongoing reviews of customer shipments to verify that the program operates according to agreed requirements and expectations.
Review shipment configurations, workflows, monitoring requirements, device and alert settings, routes, locations, and other program-specific parameters for accuracy.
Identify configuration errors, process gaps, inconsistent execution, and recurring operational issues, and drive them through resolution.
Validate that alerts, events, workflows, and monitoring processes function as expected.
Perform regular program audits and spot checks across shipments, regions, workflows, and operational teams.
Identify trends and systemic issues that may affect program performance, customer experience, or risk.
Partner with internal teams to determine root causes and ensure corrective actions are implemented.
Confirm that changes to the customer program are correctly implemented and produce the intended results.
Maintain visibility into open issues, corrective actions, and recurring areas of concern.
Help establish and maintain customer-specific quality standards, review processes, and program controls.
Develop a deep understanding of the customer’s supply chain, security requirements, routing, operating model, and program objectives.
Serve as a subject matter expert for the customer’s Overhaul program and evaluate performance against customer expectations and intended design.
Work with Customer Success to identify improvements to workflows, routing, monitoring, processes, and overall program effectiveness.
Support implementation of new workflows, locations, lanes, regions, capabilities, and program changes.
Ensure customer requirements and operational expectations are understood and translated into appropriate internal configurations and processes.
Partner with the account team on program reviews, customer reporting, escalations, and strategic initiatives.
Support investigation and follow-up on significant customer incidents or service issues, particularly when program configuration or execution may have contributed.
Work with Operations and monitoring teams to validate operational execution and identify improvement opportunities.
Partner with Product and Engineering to investigate system behavior, configuration, or functionality and pursue enhancements when needed.
Collaborate with Implementation, Support, Device Operations, Security, and other internal teams as required.
Ensure lessons from incidents, audits, and program reviews lead to meaningful process or configuration improvements.
Advocate internally for customer requirements and operational needs while balancing scalability and standardization.