Program Manager

Scan Global Logistics•Franklin Park, IL

18h•$100,000 - $120,000•Hybrid

About The Position

Scan Global Logistics is seeking an accomplished Program Manager to lead and grow strategic North American customer relationships. The role oversees program performance, operational execution, and commercial development. The Program Manager owns the customer relationship, acts as the primary point of contact, and works with customers, overseas offices, and internal Operations, Sales, Pricing, Warehousing, and Technology teams to deliver service excellence and identify opportunities to expand the company’s service portfolio. This is a full-time, direct-hire role with a hybrid arrangement requiring three days per week in the office. It is open to candidates based in the United States, with preference for candidates in Atlanta, Georgia; Houston, Texas; Seattle, Washington; Elizabeth, New Jersey; or Franklin Park, Illinois. The schedule is an eight-hour shift, Monday through Friday. Candidates must be eligible to work in the United States and pass TSA eligibility screening. The role requires 10 or more years of relevant experience and experience in logistics or related environments, customer relationship management, operational performance, and cross-functional leadership. The position pays $100,000 to $120,000 annually and offers the benefits listed in the posting.

Requirements

10 or more years of experience in international logistics, customer success, implementation, technical account management, or operations leadership, with demonstrated ownership of business outcomes.
Direct experience in logistics, trucking, 3PL, 4PL, warehousing, high-tech, or specialized supply chain environments.
Demonstrated experience managing customer relationships and presenting to stakeholders across operational, procurement, and supply chain functions.
Working knowledge of TMS and WMS platforms, with the ability to use operational systems and data to improve performance.
Strong analytical and problem-solving skills, including the ability to interpret operational data, identify trends, develop hypotheses, and recommend actionable solutions.
Excellent communication, relationship management, negotiation, and presentation skills.
Ability to manage multiple priorities and lead customer and internal stakeholders in a fast-paced environment.
Resilient, persistent, self-motivated, and results-oriented, with the ability to perform effectively in a dynamic environment.
Fluency in English and excellent verbal and written communication skills.
Strong interpersonal and organizational skills, problem-solving ability, and capacity to work effectively with cross-functional and global teams.
Must be eligible to work in the United States.
Must pass TSA eligibility screening.

Nice To Haves

Experience in freight forwarding, logistics, supply chain, or complex global account management, ideally supporting large multinational customers.
Experience developing automated reporting, dashboards, or data-driven customer performance tools.
Experience with AI-assisted reporting, analytics, or other emerging technology applications in logistics or supply chain operations.
Experience identifying and converting operational opportunities into expanded customer services or revenue growth.

Responsibilities

Lead end-to-end program management for assigned global key accounts, aligning activities with customer requirements, contractual commitments, and business objectives.
Translate customer Statements of Work and Service Level Agreements into measurable monthly and quarterly targets, KPIs, dashboards, and action plans.
Establish and oversee program governance, performance reviews, and quarterly business reviews, supporting accountability, transparency, and continuous improvement.
Serve as the primary program management contact for customers and build relationships with key stakeholders and senior leaders.
Monitor program and account health; identify operational, financial, commercial, and service-delivery risks and implement mitigation strategies.
Oversee financial and commercial performance, including revenue, invoicing, costs, and profitability, and identify opportunities to improve results and business value.
Lead cross-functional initiatives with Sales, Solutions, Pricing, Carrier Management, Finance, IT/EDI, and Operations.
Scope, plan, and implement new customer solutions and expanded services, coordinating pre- and post-sales activity, resources, operational readiness, and program transitions.
Coordinate with origin and destination offices, regional operations, and global stakeholders to support consistent program execution, service delivery, and compliance with customer requirements.
Develop and maintain program documentation, customer SOPs, KPIs, reporting structures, governance processes, and performance-management frameworks.
Lead customer escalations and service recovery, conduct root-cause analysis, implement corrective and preventive actions, and ensure timely resolution.
Drive program improvements through process optimization, operational standardization, automation, technology integration, and effective resource utilization.
Identify opportunities to improve program performance, expand services, strengthen customer partnerships, improve profitability, and support sustainable growth.
Collaborate with regional and global Program Management teams to share best practices, standardize processes, and support consistent execution across the global account portfolio.
Manage multiple program priorities and cross-functional initiatives, ensuring effective communication, clear ownership, and timely delivery.