Customer Program Manager - San Francisco, CA
Job in
San Francisco, San Francisco County, California, 94102, USA
Listed on 2026-08-07
Listing for:
National Guard Employment Network
Full Time
position Listed on 2026-08-07
Job specializations:
-
Supply Chain/Logistics
-
Customer Service/HelpDesk
Job Description & How to Apply Below
Customer Program Manager
The Customer Program Manager is responsible for leading and optimizing customer-focused logistics operations, ensuring high service quality, operational efficiency, and strong customer satisfaction across air and/or ocean freight services. The role acts as the primary bridge between customers, operations, and commercial teams, driving execution excellence and continuous improvement.
Key Responsibilities:
- Act as the primary operational contact for assigned customers, ensuring service delivery meets agreed KPIs and SLAs
- Monitor customer performance, satisfaction levels, and proactively resolve service issues
- Lead regular customer reviews (QBRs/MBRs) in partnership with Sales and Key Account teams
- Ensure consistent communication on shipment status, escalations, and service improvements
- Oversee end-to-end shipment execution (import/export) across air and/or ocean freight
- Ensure compliance with DGF operational standards, SOPs, and regulatory requirements
- Coordinate with internal teams (Gateway, Brokerage, Warehouse, Transport) to ensure seamless execution
- Drive operational efficiency, cost control, and productivity improvements
- Manage customer-specific SOPs, ensuring alignment across all stakeholders
- Identify operational gaps and implement continuous improvement initiatives
- Support implementation of new business, transitions, or customer onboarding
- Ensure data accuracy in systems (e.g., shipment milestones, billing, reporting)
- Support revenue and profitability targets through cost control and operational efficiency
- Monitor shipment profitability, accessorial charges, and billing accuracy
- Collaborate with Finance/AR teams to resolve disputes and improve cash collection
- Work closely with Sales, Key Account Management, and Product teams to support growth
- Act as the voice of the customer internally, ensuring alignment across functions
- Coordinate with regional/global teams for multinational customer programs
- Lead and develop Customer Operations specialists or coordinators
- Set clear performance objectives aligned to KPIs and customer expectations
- Promote a customer-centric, high-performance culture
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