Customer Program Manager, Integration Operations

Job Purpose:

The Sr. Customer Program Manager (CPM) is responsible for the execution of client programs and opportunities post award. Working closely with sales and the global project management office (GPMO), the Sr. Customer Program Manager leads the knowledge transfer of the program requirements, financial model and goals as negotiated in the contract(s), master service agreement(s) and statement of works. In alignment with the customer, the Sr. Customer Program Manager defines the processes and, implements the program framework utilizing project/program planning tools, financial and workload forecasting methods and, internal coordination with other departments and the execution of the program. This role is responsible for communicating the program status and raising issues/challenges to management and supporting departments. The Sr. Customer Program Manager manages the customer expectations and is the escalation point for the customer. Ongoing responsibilities include identifying continuous improvement opportunities post implementation and serving the business in various capacities: leader; change agent; strategic consultant; program manager; subject matter expert and customer advocate. The Sr. Customer Program Manager owns the overall relationship with the assigned customers, customer satisfaction, program(s) profitability, adherence to contract requirements and service levels. The Sr. Customer Program Manager owns the overall customer relationship for one or more of Shyft’s largest customers and/or business global account and all associated programs and has overall ownership for the customer profitability.

Responsibilities:

Primary day to day interaction and contact with the customer who has responsibility for implementation and ongoing management of the customer program (25%)

Understands and executes to all contracts, master services agreement(s) and statements of work (35%)

Responsible for tracking and meeting customer program profitability goals (30%)

Monitoring and reporting adherence to contracted SLA’s (10%)

Knowledge Skills and Experience:

>8 to 10 Years of relevant work experience

Responsibilities:

 In depth knowledge and complete understanding of the customer agreements and program requirements

 Identifies root cause and drives issue resolution within appropriate cross-functional teams with minimal supervision

 Owns updating and keeping current program documentation, ongoing reporting and service level tracking

 Works closely with customer to determine needs and ensure complete understanding of program processes, procedures and information flows to ensure successful implementation and execution of program(s)

 Works with both client and internal Shyft Global Services teams to identify continuous improvement and cost savings opportunities post implementation

 Meets with customer regularly to collaborate on the program and program status(s) and leads discussions on potential program enhancements

 Provides program/project management expertise to define, develop and implement end-to-end best practices to support program requirements

 Overall customer program financial management and compliance with all governance, legal and regulatory requirements

 Identifies requests that are out of scope of the current agreement and disseminates the requirements to the appropriate resources for scoping and pricing to complete a change order

 Utilize established standards and templates for financial and profitability reporting, business review documentation, SLA tracking and other key metric tracking

 Ensuring changes to any program where scope, budget, cost, timeline is impacted, follows the documented change control process and reviews and gains approval from the business unit leader(s) and strategic account manager

 Fosters cross-departmental teams, communication and sharing of lessons learned for continual process/program improvement

Required Knowledge, Skills and Abilities:

 Able to adjust readily to change and adapt as needed

 Able to analyze and resolve complex issues and problems in a sound and timely fashion

 Able to assimilate research data from a variety of sources, analyze, and recommend appropriate courses of action to take

 Highly collaborative yet decisive to achieve goals and on-time delivery of key milestones

 Able to constructively work under stress and pressure when faced with high workloads and deadlines

 Able to create and conduct formal presentations, business reviews and financial/profitability updates

 Able to execute oral and written instructions and to request clarification when needed

 Excellent written and verbal communications and able to express ideas clearly and convey necessary information

 Demonstrated ability to breakdown complex requirements to effectively size, scope, plan and manage strategic project(s) while utilizing best practices, processes and tools

 Able to facilitate group interactions

 Able to identify areas of risk/concern in area of responsibility and effectively escalate when appropriate

 Able to identify needs and opportunities and develop action plans to address

 Able to listen attentively and foster two-way dialogue

 Able to think strategically and tactically

 Able to work independently with minimum supervision

 Knowledge and/or expertise in related area of responsibility

 Working knowledge of Shyft’s services model, business and vision

 Possesses strong organizational and time management skills, driving tasks to completion.

 Ability to travel as required to support customer requirementsAble to execute instructions and to request clarification when needed.

Able to use common office equipment.

Able to demonstrate complex problem solving, critical thinking, and decision-making.

Able to recognize and attend to important details with accuracy and efficiency.

Able to perform complex mathematical calculations.

Able to communicate clearly and convey necessary information.

Able to converse and write effectively in English and other local / regional language.

Able to create and conduct formal presentations.

Able to interact effectively with higher levels of management (managers & above)

Able to negotiate skillfully and promote/sell ideas persuasively.

Understand, communicate, and collaborate effectively with people across various identities.

Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive.

Possesses strong organizational and time management skills, driving tasks to completion.

Able to adjust readily to change and adapt as needed.

Able to constructively work under stress and pressure when faced with high workloads and deadlines.

Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.

Able to work independently with minimum supervision.

Able to effectively multi-task.

Able to maintain confidentiality of sensitive information.

Able to collaborate and build solid, effective working relationships with others.

Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.

Able to quickly learn/adapt to new systems and technology.

Able to use relevant computer systems and applications at a basic level.

Able to use relevant computer systems and applications at an advanced level.

Working Conditions:

Consistent non-standard work or overtime as business requires.

On-call availability required as necessary.

Professional, office environment.

Remote / Work-from-home.

Frequent Travel Required (50%).

Key Skills

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At Shyft Global Services, a TD SYNNEX Company, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.