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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.
Job Description:
Job Description
The Middle Market Program Management Supervisor is the primary day-to-day contact for numerous regional middle market / small customers not supported by the global program management team. He/She maintains day-to-day contact with clients to ensure operational execution of customer requirements, to resolve customer issues, to identify ways to improve service, and to add value to the relationship. This position acts as the local advocate and trusted business advisor. The Middle Market Program Management Supervisor is accountable for efforts to reduce customer churn. He/She identifies opportunities to expand the customer relationship, conducts quarterly business and customer review meetings, tracks program metrics and profitability, monitors client billing, and guards against scope creep in relationships. The Middle Market Program Management Supervisor collaborates with the Customer Support Manager, Regional Function Managers, and members of senior staff in the client organization. This position may manage administrative Program Management support representatives who each support multiple accounts.
RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO:
Manages and Develops Others
- Manages resources and people processes (e.g., Training, Staffing, etc.) to ensure the day to day administration of processes and formal procedures.
- Identifies individual and team skill gaps and developmental opportunities (e.g., training, special assignments, conferences, projects, etc.) to facilitate individual and team development.
- Ensures that direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop them personally and professionally.
- Conducts frequent performance evaluations in a consistent, fair, and objective manner to facilitate open communication and encourage continuous performance improvement.
- Holds others accountable to established performance levels to achieve individual and group goals.
- Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork.
- Coaches others and provides on-going feedback and support to improve performance.
- Identifies opportunities to involve others in new and challenging work assignments and/or rotations that advance the skills and capabilities of individuals and the organization.
- Makes salary recommendations to reward employee performance.
Manages Customer Accounts and Support Activities
- Identifies, resolves, and escalates issues and concerns (i.e., customer visibility systems) from Business Development, customers, and Operations to ensure customers’ needs are met.
- Manages the administration of customer surveys to identify trends, process improvements, issues, and satisfaction levels.
- Manages revenue retention and churn reduction to retain customers and maintain revenue levels.
- Gathers and shares customer service best practices to ensure high levels of customer service.
- Manages a portfolio of customer accounts to ensure customer satisfaction and grow UPS business.
- Manages customer special projects, identifies appropriate billing for project, provides customer with a cost estimate for project, outlines project plan with feedback from the Customer Support Specialist, and communicates with Area Managers on project plan and requirements.
- For special customer data requests gather, organize, and create reporting (outside of our standard reporting metrics) or works with customer to submit an IT Project with customer agreement to fund new report development.
- Designs and oversees compilation of data suites for monthly / quarterly SLA reporting and business reviews.
Manages Budget, Financial, and Functional Activities
- Maintains open lines of communication to ensure essential information and work expectations are clearly communicated to the staff if needed.
- Sponsors the creation and implementation of programs to develop product and regulatory knowledge for Program Management employees.
- Monitors and manages costs to ensure expenditures are within the planned budget.
- Plans initiatives and translates high level organizational goals into business plans to ensure financial execution to goals.
Monitors Quality
- Monitors product service standards' compliance and conducts service quality reviews to evaluate product delivery quality and to ensure high levels of customer service.
- Performs data analysis and provides feedback to management and employees to respond to service surveys.
- Assists with driving service process improvements throughout the area and district to ensure consistency and to improve the service quality and efficiency.
- Assists with developing requirements and managing implementation of technology and information tool enhancements to drive customer satisfaction and growth.
- Monitors metrics and drives improvements (e.g., UPS’s commitment to the customer, etc.) to ensure customer satisfaction.
- Drives RCCA and operational improvements for recurring and/or systemic operational and service failures.
- Identifies and implements process improvement initiatives in support of program improvement and success.
Interfaces with Customers, Sales, and Operations
- Serves as a liaison between customers and Sales to expand the scope of client relationships.
- Assists global and region staff to ensure UPS meets client performance goals and expectations, upholds quality standards for freight services, and delivers and increases customer satisfaction.
- Develops and maintains relationships with the departments involved to deliver supply chain and services to accounts.
- Manages and leads customer implementations in existing network.
Skills Required:
- Ability to travel approximately 10% of the time to client locations
- Excellent oral/written communication skills
- Excellent presentation skills
- Professional demeanor
- Proficiency in MS Office (Word, Excel, PowerPoint); MS Project a plus
- Leadership and team building skills / able to work in team setting
- Ability to plan and prioritize multiple activities
- Ability to work with all levels of management and client personnel
- Ability to work independently
- Strong analytical skills
- Financial Acumen
- Business Acumen
- Breadth of Perspective
- DC, FSL, Reverse Log, Transportation, Access Points and how they all work together
- Key partner products like Baxter, brokerage, small parcel, air freight, etc.
- Global emerging markets and interacting with our customers all over the world.
- Excellent organizational and time management skills
Education and Experience:
Minimum qualifications:
- Minimum HS diploma or equivalent
- Bachelor’s degree preferred
- MAPP candidate or a ‘Ready Now’ Supervisor
- At least 5 years related industry experience in Account or Project Management.
Ideal candidate would reside in Kentucky.
Additional Information for Internal Candidates
This job is a grade 20C
Employee Type:
Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
Other Criteria:
UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.
Basic Qualifications:
Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.
