Job Description
About the role
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.
What you'll do
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%)
Manage two additional team members.
What we're looking for
10+ years relevant experience with comprehensive understanding of customer agreements and program requirements
Identifies root causes and leads issue resolution with minimal supervision.
Manages program documentation, reporting, and service level tracking
Collaborates with clients and internal teams for continuous improvement
Oversees financial management and compliance with governance and regulatory requirements
Manages scope changes and ensures adherence to change control processes
Excellent communication skills for presentations and facilitating group interactions
Strong problem-solving ability and decision-making skills
Demonstrates leadership, adaptability, and organizational skillsWillingness to travel and interact effectively across diverse identities.
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 (25-50%).
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.
Employees are our greatest asset and we empower them to make a difference in our business. Diversity and inclusion makes us all better. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
