Program Manager

CRST The Transportation Solution • Amherst, NY

12d

About The Position

The Program Manager owns CRST’s relationship with assigned existing national customer programs and serves as the primary liaison between the customer and CRST. The role protects and grows revenue within each customer, plans and oversees program execution with Operations, and manages program pricing and performance. It creates value by keeping key customers satisfied and expanding CRST’s business with them.

The position is part of CRST’s Sales job family, whose professionals build relationships that grow the business by understanding customer needs, creating tailored transportation solutions, and delivering long-term value through partnership. Travel may be required as needed to support business needs. The role also requires regular and reliable attendance and other duties as assigned.

Requirements

• High school diploma or equivalent.
• Five or more years of experience in account management, program management, or customer-facing operations in final mile, logistics, transportation, or retail.
• Demonstrated ability to manage relationships with large customers and grow revenue within existing accounts.
• Ability to plan and coordinate complex programs across departments and calculate and manage program pricing.
• Strong analytical and communication skills.
• Microsoft Office skills, including the ability to present performance results to customers.
• Ability to perform the essential functions of the position, with or without reasonable accommodation.
• Regular use of a computer, telephone, and standard office equipment.
• Ability to observe surroundings, read documents and screens, distinguish visual signals, and communicate effectively in person or using telephone, radio, or other communication devices.
• Ability to work for prolonged periods while sitting, communicate frequently in writing and verbally, and move throughout office and operational areas as needed.
• Ability to lift, carry, push, or pull materials weighing up to 25 pounds may be required.

Nice To Haves

• Bachelor’s degree in Business, Supply Chain Management, or a related field.
• Experience with final mile, home delivery, or installation programs.
• Experience managing programs for national retailers or appliance and consumer goods manufacturers.
• Project Management Professional (PMP) certification.
• Experience using scorecards, CRM tools, and performance data to manage customer programs.

Responsibilities

• Serve as owner and primary point of contact for assigned customer programs, representing the customer within CRST and CRST to the customer.
• Protect current revenue and grow business within assigned customers by identifying new services, locations, and volume opportunities and meeting growth goals.
• Plan program launches, changes, and ongoing execution; coordinate load plans and resources with Operations to meet schedules, service levels, and objectives.
• Calculate and maintain program and project pricing, partnering with Pricing and leadership on proposals, renewals, and changes.
• Track program scorecards and service performance, report status and issues to leadership and the customer, and drive corrective action.
• Resolve customer issues and coordinate escalations with Operations and the Director - Program Management, following up with the customer.
• Prepare for and support quarterly business reviews and other strategic customer meetings with performance insights and growth recommendations.
• Partner with Operations, contact center, field, billing, and implementation teams to deliver program commitments consistently.
• 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

• Competitive compensation package; additional details discussed with qualified candidates during the interview process.
• Eligibility for an Annual Incentive Plan (AIP) with a target payout of 10% of annual base salary.
• 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.

What This Job Offers

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