Program Director Customer Service

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Full Time Customer Service Kennesaw, GA, US

KNAPP brings new technology to warehouse automation.

The KNAPP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, specializing in the sectors healthcare, fashion/apparel, general retail, food retail, industry and service. We live and breathe automation. We, more than 8,000 employees of the KNAPP Group in over 60 locations worldwide, shaping the future-oriented industry of intralogistics are dedicated to making complexity simple.

One of KNAPP’s primary goals is to use continuous innovation to drive warehouse automation forward, always with the specific needs of the customers in mind. KNAPP Group’s unrelenting development activity is evident in everything from automated order picking systems and continuing refinement of container handling technology to its state-of-the-art, industry leading software solutions.

The Program Director is a senior leader responsible for the end-to-end success of major customer service programs within the MHE industry. This role oversees cross-functional service delivery, strategic account management, financial performance, and customer satisfaction. The Program Director serves as the escalation point for high-impact issues, including after-hours and weekend support, while driving continuous improvement and accountability across all aspects of the program.

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead and manage complex customer programs involving Resident Services, Spare Parts, Preventive Maintenance, Service Desk, and Account Management teams.
• Ensure service delivery meets or exceeds contractual KPIs, SLAs, and safety standards.
• Own the program lifecycle from planning through execution, stabilization, and continuous improvement.
• Organization and further development of the team in collaboration with the specialist departments. Definition of roles & responsibilities, the organizational chart and communication channels
• Leading the team towards organizational goals
• Management of internal and external stakeholders
• Creation, monitoring and validation of project documents (e.g. schedule, release layouts, specifications, etc.) together with project team members
• System maintenance of all documents in the IT landscape (appointments, master data, documents, etc.)
• Cyclical determination of the project status together with team members and stakeholders.
• Responsibility for compliance with standards and ongoing monitoring of implementation
• Responsibility for compliance with the KNAPP processes within the team, especially the processing and quality management process.

• Act as the primary business owner for key customer accounts within assigned programs.
• Build and maintain executive-level relationships with customers to foster trust and long-term partnerships.
• Lead regular performance reviews, service assessments, and strategic planning with customer stakeholders.
• Obtaining all required approvals (customer, supplier, etc.).
• Documentation and customer communication of contractual services
• Serve as the senior point of escalation for customer issues, including high-severity incidents and service disruptions.
• Provide leadership and support during after-hours and weekend escalations to ensure timely…