Customer Program Manager

Job title: Customer Program Manager

About the Role The Customer Program Manager leads and optimizes customer-focused logistics operations, acting as the primary bridge between customers, operations, and commercial teams to drive execution excellence and continuous improvement across air and/or ocean freight. They ensure high service quality, operational efficiency, and strong customer satisfaction by coordinating across internal functions and customer programs.

What You'll Do

• Act as the primary operational contact for assigned customers, ensuring service delivery meets KPIs and SLAs.
• Monitor customer performance, satisfaction levels, and proactively resolve service issues; lead regular customer reviews with Sales and Key Account teams.
• Ensure consistent communication on shipment status, escalations, and service improvements; oversee end-to-end shipment execution across air and/or ocean freight.
• Ensure compliance with DGF standards, SOPs, and regulatory requirements; coordinate with internal teams to ensure seamless execution.
• Drive operational efficiency, cost control, and productivity improvements; manage customer-specific SOPs and identify gaps for continuous improvement.
• Support implementation of new business, transitions, onboarding; ensure data accuracy in systems.
• Support revenue and profitability targets through cost control; monitor shipment profitability and billing accuracy; collaborate with Finance/AR to resolve disputes.
• Work closely with Sales, Key Account Management, and Product teams to support growth; act as the voice of the customer internally; coordinate with regional/global teams for multinational programs.
• Lead and develop Customer Operations specialists; set clear performance objectives aligned to KPIs and customer expectations; promote a customer-centric, high-performance culture.

What We're Looking For

• 5–10 years of freight forwarding/logistics experience (AFR/OFR preferred).
• Strong knowledge of end-to-end forwarding operations and customer processes.
• Proven customer management and stakeholder engagement skills.
• Ability to manage escalations and drive resolution under pressure.
• Strong analytical and problem-solving capabilities.
• Proficiency in logistics systems.
• Excellent communication and presentation skills.

Compensation & Benefits

• Pay Range: $105,843.75 - $141,125.00+ (Based on Experience).
• Benefits: Competitive base salary plus role dependent performance-based incentives.
• 401(k) Match: $1-for-$1 match up to 4% quarterly + 2% annual base contribution.
• Stock Purchase Plan: Ability to purchase Deutsche Post AG shares at a discounted rate.
• Medical: Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions.
• Vision: Optional coverage for exams, frames, and contacts.
• Dental: Optional coverage for preventive, basic, and major services.
• Paid Time Off: 7 major holidays, 8 floating holidays, and accrued vacation/sick days.