Program Management Sup I – Remote
United Parcel Service (UPS)
Remote
Full-time
Before you apply to a job, select your language preference from the options available at the top right of this page.nExplore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow-people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.nJob Description:nJob SummarynThis position serves as a program manager across the North AM DC, RDC, and FSL operations. The incumbent maintains day-to-day contact with their client to ensure operational execution of business requirements, to resolve customer issues, to identify ways to improve service and to add value to the relationship. This role identifies opportunities to expand the customer relationship, proactively manages contractual agreements/engagements, conducts regular business reviews, tracks and drives improvement to program metrics, tracks and trends spend, monitors client billing and manages Aging AR. This position collaborates with UPS operations management, UPS cross functional teams, and members of senior staff in the client organization. The incumbent works through ops management and cross functional teams to ensure the customer’s business requirements are managed across the NAM network.nResponsibilitiesn• Manages SLA/KPI, volume, spend reporting and performance monitoringn• Requests Ad-hoc Datan• Implements and tracks cost/service improvementsn• Oversights IT Project, escalations, operational support and service agreementsn• Supports contract renewal and RFPn• Demonstrates project Management and shares best practicesn• Plans, prepares, and conducts Customer Business Reviewsn• Identifies, resolves, and escalates issues/concerns from customers and operations to ensure customers’ needs are metn• Drives customer satisfaction improvementsn• Manages customer special projects, identifies billing for project, provides customer with a cost estimate for project, outlines project plan with feedback from the Customer Support Specialist, and communicates with Area Managers on project plan and requirementsn• Gathers data requests, organizes and creates reporting (outside of our standard reporting metrics) or works with customer to submit an IT Project with customer agreement to fund new report development for special customersn• Designs and oversees monthly/quarterly SLA reporting and business reviewsn• Reviews trends in the way a customer uses our network and works with the customer to identify opportunities for improvement; validates these initiatives, implements agreed changes, and provides tracking on the resultsn• Supports customer engagement activities and work with the customer to prioritize actions as neededn• Drives commercial discussions and activities such as rate increases, contract renewals, and driving organic growthn• Ensures PM funding or billing is setup and in placen• Monitors SLA and KPI Agreements to ensure contract and operational compliancen• Assists with driving operational process improvements and best practicesn• Drives RCCA and operational improvement actions for recurring/systemic operational and service failuresn• Monitors service and performance results to ensure high levels of customer servicen• Drives RCCA and operational improvements for recurring/systemic operational and service failuresn• Manages and forecasts contractual agreements regarding continuous process improvements, shrinkage liability, service/volume penalties and rewards, special project costs, credits, revenue recovery, etc.nOTHER CRITERIAn• Employer will not sponsor visas for position.n• The last day you will be eligible to apply will be 07/04/24n• This role is a job grade 20Cn• 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.nEmployee Type:nPermanentnUPS is committed to providing a workplace free of discrimination, harassment, and retaliation.nOther Criteria:nUPS 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.nBasic Qualifications:nMust 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.
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Remote
Full-time
Before you apply to a job, select your language preference from the options available at the top right of this page.nExplore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow-people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.nJob Description:nJob SummarynThis position serves as a program manager across the North AM DC, RDC, and FSL operations. The incumbent maintains day-to-day contact with their client to ensure operational execution of business requirements, to resolve customer issues, to identify ways to improve service and to add value to the relationship. This role identifies opportunities to expand the customer relationship, proactively manages contractual agreements/engagements, conducts regular business reviews, tracks and drives improvement to program metrics, tracks and trends spend, monitors client billing and manages Aging AR. This position collaborates with UPS operations management, UPS cross functional teams, and members of senior staff in the client organization. The incumbent works through ops management and cross functional teams to ensure the customer’s business requirements are managed across the NAM network.nResponsibilitiesn• Manages SLA/KPI, volume, spend reporting and performance monitoringn• Requests Ad-hoc Datan• Implements and tracks cost/service improvementsn• Oversights IT Project, escalations, operational support and service agreementsn• Supports contract renewal and RFPn• Demonstrates project Management and shares best practicesn• Plans, prepares, and conducts Customer Business Reviewsn• Identifies, resolves, and escalates issues/concerns from customers and operations to ensure customers’ needs are metn• Drives customer satisfaction improvementsn• Manages customer special projects, identifies billing for project, provides customer with a cost estimate for project, outlines project plan with feedback from the Customer Support Specialist, and communicates with Area Managers on project plan and requirementsn• Gathers data requests, organizes and creates reporting (outside of our standard reporting metrics) or works with customer to submit an IT Project with customer agreement to fund new report development for special customersn• Designs and oversees monthly/quarterly SLA reporting and business reviewsn• Reviews trends in the way a customer uses our network and works with the customer to identify opportunities for improvement; validates these initiatives, implements agreed changes, and provides tracking on the resultsn• Supports customer engagement activities and work with the customer to prioritize actions as neededn• Drives commercial discussions and activities such as rate increases, contract renewals, and driving organic growthn• Ensures PM funding or billing is setup and in placen• Monitors SLA and KPI Agreements to ensure contract and operational compliancen• Assists with driving operational process improvements and best practicesn• Drives RCCA and operational improvement actions for recurring/systemic operational and service failuresn• Monitors service and performance results to ensure high levels of customer servicen• Drives RCCA and operational improvements for recurring/systemic operational and service failuresn• Manages and forecasts contractual agreements regarding continuous process improvements, shrinkage liability, service/volume penalties and rewards, special project costs, credits, revenue recovery, etc.nOTHER CRITERIAn• Employer will not sponsor visas for position.n• The last day you will be eligible to apply will be 07/04/24n• This role is a job grade 20Cn• 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.nEmployee Type:nPermanentnUPS is committed to providing a workplace free of discrimination, harassment, and retaliation.nOther Criteria:nUPS 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.nBasic Qualifications:nMust 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.
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