Director - Program Management

CRST The Transportation Solution • Amherst, NY

4d

About The Position

The Director - Program Management leads the Program Managers responsible for CRST’s relationships with existing national customers. The role sets client strategy, protects and grows revenue across existing accounts, and serves as the senior point of contact for corporate escalations and business reviews. It supports customer satisfaction and growth by partnering with Operations to deliver on program commitments.

The position leads, coaches, and develops Program Managers; builds executive-level client relationships; oversees customer escalations; and works with Operations and other teams to align service levels and customer expectations. It also guides program pricing, renewals, and contract changes, monitors program scorecards and revenue trends, and may personally manage select strategic accounts. Travel may be required as business needs dictate.

Requirements

• High school diploma or equivalent.
• Eight or more years of experience in account management, program management, or customer success in final mile, logistics, transportation, or retail, including experience leading teams.
• Proven record of retaining and growing revenue with large national or enterprise customers.
• Demonstrated ability to manage executive client relationships, lead business reviews, and resolve high-impact escalations.
• Strong understanding of final mile delivery models and how operations, pricing, and service performance affect customer outcomes.

Nice To Haves

• Bachelor's degree in Business, Supply Chain Management, or a related field.
• Experience managing programs for national retailers or appliance and consumer goods manufacturers.
• Experience with program pricing, renewals, and contract negotiation.
• Experience using scorecards, CRM tools, and performance data to manage accounts.
• Experience building or reshaping an account or program management team.

Responsibilities

• Set account strategy for existing national customers, including retention, growth, and service priorities.
• Own revenue results across the existing customer portfolio by protecting current business and growing revenue within existing accounts.
• Lead, coach, and develop Program Managers; hire, set goals, manage performance, and hold the team accountable for client and revenue results.
• Build executive-level relationships with customer leaders and lead quarterly business reviews and other strategic customer meetings.
• Manage day-to-day corporate customer escalations, drive resolution with Operations and other teams, and communicate outcomes to clients.
• Partner with Operations, including contact center and field teams, to align program commitments, service levels, and customer expectations.
• Guide program pricing, renewals, and contract changes to balance customer value, margin, and operational capability.
• Monitor program scorecards, service performance, and revenue trends; share insights with leadership and act on risks and opportunities.
• Personally manage select strategic customer accounts as business needs require.
• Travel as needed to support business needs.
• Maintain regular and reliable attendance and perform other duties as assigned to support team and business needs.

Benefits

• Medical, dental, and vision coverage.
• Prescription drug and telemedicine services.
• Company-paid life and disability insurance.
• Retirement savings with company match.
• Paid time off and holidays.
• Parental leave.
• Additional voluntary benefits and employee discounts.
• Annual Incentive Plan eligibility with a target payout of 20% of annual base salary.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: High school or GED