Customer Program Manager - San Francisco, CA

Military Spouse Corporate Career Network • San Francisco, CA

14h • Onsite

About The Position

The Customer Program Manager is responsible for leading and optimizing customer-focused logistics operations, ensuring high service quality, operational efficiency, and strong customer satisfaction across air and/or ocean freight services. The role acts as the primary bridge between customers, operations, and commercial teams, driving execution excellence and continuous improvement.

Requirements

• 5–10 years of freight forwarding/logistics experience (AFR/OFR preferred)
• Strong knowledge of end-to-end forwarding operations and customer processes
• Proven customer management and stakeholder engagement skills
• Ability to manage escalations and drive resolution under pressure
• Strong analytical and problem-solving capabilities
• Proficiency in logistics systems (e.g., CargoWise or similar)
• Excellent communication and presentation skills

Responsibilities

• Act as the primary operational contact for assigned customers, ensuring service delivery meets agreed KPIs and SLAs
• Monitor customer performance, satisfaction levels, and proactively resolve service issues
• Lead regular customer reviews (QBRs/MBRs) in partnership with Sales and Key Account teams
• Ensure consistent communication on shipment status, escalations, and service improvements
• Oversee end-to-end shipment execution (import/export) across air and/or ocean freight
• Ensure compliance with DGF operational standards, SOPs, and regulatory requirements
• Coordinate with internal teams (Gateway, Brokerage, Warehouse, Transport) to ensure seamless execution
• Drive operational efficiency, cost control, and productivity improvements
• Manage customer-specific SOPs, ensuring alignment across all stakeholders
• Identify operational gaps and implement continuous improvement initiatives
• Support implementation of new business, transitions, or customer onboarding
• Ensure data accuracy in systems (e.g., shipment milestones, billing, reporting)
• Support revenue and profitability targets through cost control and operational efficiency
• Monitor shipment profitability, accessorial charges, and billing accuracy
• Collaborate with Finance/AR teams to resolve disputes and improve cash collection
• Work closely with Sales, Key Account Management, and Product teams to support growth
• Act as the voice of the customer internally, ensuring alignment across functions
• Coordinate with regional/global teams for multinational customer programs
• Lead and develop Customer Operations specialists or coordinators
• Set clear performance objectives aligned to KPIs and customer expectations
• Promote a customer-centric, high-performance culture

Benefits

• Competitive base salary plus role dependent performance-based incentives.
• 401(k) Match: $1-for-$1 match up to 4% quarterly + 2% annual base contribution.
• Stock Purchase Plan: Ability to purchase Deutsche Post AG shares at a discounted rate.
• Medical: Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions.
• Vision: Optional coverage for exams, frames, and contacts.
• Dental: Optional coverage for preventive, basic, and major services.
• Paid Time Off: 7 major holidays, 8 floating holidays, and accrued vacation/sick days.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed