Program Management Supervisor I

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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 representative who each support multiple accounts. This is not a remote position. The job location is in Tempe, AZ

Responsibilities and Duties

• Identifies, resolves, and escalates issues and concerns (i.e., customer visibility systems), tracks and traces services, and monitors process improvements to ensure customer satisfaction, response tracking compliance, and high levels of service quality
• Assists with developing requirements and managing implementation of technology and information tool enhancements to meet customer needs
• Manages revenue retention and churn to retain customers and maintain revenue levels
• Assists with conducting service quality surveys to ensure high levels of customer service
• Assists with the planning of initiatives and translating high level organizational goals into business plans to meet customer and UPS goals
• Holds others accountable to established performance levels to achieve individual and group goals.

Knowledge and Skills

• Demonstrates familiarity with the core service offerings across business units and deep familiarity with product, service, and customer facing technology offerings of at least one business unit; demonstrates knowledge of competitors' offerings and the features of their products, services, and customer facing technology solutions; describes types of customers that would benefit from selected offerings; compares and contrasts UPS's and competitor's products, services, and customer facing technology solutions; able to compare and contrast the customer's experience of engaging with UPS and primary competitors across all touch-points; summarizes positive and negative gaps; develops plans to leverage advantages and correct disadvantages
• Demonstrates a general understanding of industry and financial trends impacting UPS and/or customers' organizations; identifies the organizational structure and functions within a business
• Identifies cultural issues that may impact business needs or customer solutions; applies cultural sensitivity when interacting with others outside one's own geography; leverages cultural awareness to address challenges when operating across different geographical areas; stays current on global and cultural trends
• Develops project management plans and leads the implementation for basic projects of short duration requiring limited coordination and resources; supports initiatives with well-defined project needs and cross-functional roles/responsibilities throughout the project life cycle; manages minimal organizational resistance to cross-functional project demands; employs project management tools and technology (e.g., Microsoft Project, Program Management Group website, etc.) appropriately
• Generates reports in appropriate format using basic software; reviews reports to ensure accuracy and completeness; identifies issues with report generation (e.g., missing variables, incorrect data, etc.)
• Demonstrates a detailed understanding of processes, procedures, and methods within small package operations; demonstrates a broad knowledge of tools, equipment, and technology used in small package operations; identifies root causes of recurring issues; describes the general structure of small package operations
• Identifies business areas and stakeholders impacted by customer issues; engages appropriate resources to resolve customer issues; identifies root causes to ensure problems do not recur; stays motivated despite difficult circumstances or setbacks
• Builds and maintains relationships throughout a customer organization; makes recommendations regarding account decisions or strategies
• Demonstrates a detailed understanding of supply chain concepts; makes recommendations for changes to solve supply chain problems
• Able to travel moderately - Preferred
• Experience developing and executing project management plans - Preferred
• Experience monitoring product service standards' compliance to ensure quality service - Preferred
• Package Industrial Engineering and Network Planning experience - Preferred

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
• Employer will not sponsor a visa for this or future positions
• Must have a Bachelor's Degree (or internationally comparable degree) or are you a current UPS employee with three years of UPS experience
• Must have have experience with and knowledge of common tools, equipment, and technology used in transportation operations

Position Grade 20C

Employee Type:

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

Employer will sponsor visas for specific positions. 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.