Program Manager - Customer Support

Expeditors•Ellenwood, GA

3h•Onsite

About The Position

Based at the customer site, the Program Manager – Customer Support serves as the critical bridge between complex warehouse operations and executive-level strategy. This role is not just about reporting data; it is about storytelling. You will translate high-volume operational metrics into a cohesive narrative that informs senior leadership of the "why" behind the "what." The successful candidate will be a seasoned Project Manager capable of maintaining high-level visibility across multiple working groups. You will be responsible for ensuring that communication flows seamlessly between teams, keeping all stakeholders aligned on project status, risks, and performance outcomes.

Requirements

5 or more years of project or program management experience, with a proven track record of managing communications and execution across diverse, cross-functional working groups.
Demonstrated ability to take complex, raw datasets and curate clear, compelling narratives tailored for senior executive audiences.
Strong capability to process large datasets, identify patterns and anomalies, and distill insights into actionable summaries.
Working understanding of supply chain flows, carrier performance metrics, and drivers of transit time variability.
Comfortable presenting findings to regional leadership and collaborating across time zones and cultures.
Strong experience with Google Sheets, including VLOOKUPs and Pivot Tables, with working knowledge of BI tools such as Tableau, Power BI, or Looker.
Proficiency in Google Workspace and Microsoft Excel, with the ability to leverage data visualization to support business narratives.

Nice To Haves

PMP (PMI), PRINCE2, or Six Sigma Black Belt strongly preferred.

Responsibilities

Data Storytelling & Executive Reporting: Synthesize weekly and monthly performance data into executive-ready presentations and narratives. Curate the story of the business for senior leaders by providing context on performance trends, risks, and strategic recommendations.
Strategic Communication Management: Serve as the primary communication hub across multiple working groups. Own the cadence, accuracy, and clarity of project communications to ensure stakeholders remain aligned and informed across cross-functional teams.
Advanced Project Management: Lead complex, multi-workstream initiatives with a focus on accountability and follow-through. Drive the Global OTIF improvement plan toward the 95 percent target by managing milestones, dependencies, and escalation path
Deep-Dive Root Cause Analysis: Conduct granular analysis of reason codes and performance drivers to identify root causes impacting results. Translate findings into data-backed business cases for process and operational improvements.
Performance Metrics & Validation: Compile, analyze, and validate data used for Monthly Operations Reviews and daily operational snapshots, including Kitting OTD, Rack, and Machine Count metrics, ensuring accuracy and consistency.
Operational Visibility: Produce daily status and exception reporting for missing or pending reason codes, maintaining the data integrity required for executive-level decision-making.
Stakeholder Influence: Partner with leadership to deliver data-driven insights and commentary that explain global logistics performance and inform future roadmaps and priorities.