Business - Program Manager II

Job Description: External job description
Are you interested in creating the future of e-commerce shipping? Our team is changing the way we interact with customers around the globe and building a new, emerging shipping business to solve some of the biggest logistical opportunities facing not just Client, but the entire industry. Client Shipping is looking to hire a data-driven, customer-obsessed Program Manager to lead the Shipper Onboarding function within Client Shipping. This role will be pivotal in managing all product and program changes within our dynamic and rapidly growing shipping vertical. The successful candidate will be a strategic thinker with exceptional leadership and communication skills, adept at driving transformation and ensuring seamless integration of changes across the organization.

Key job responsibilities
• Relentlessly advocate for Shippers and strive to simplify and improve their experience
• Be a SME for the SWA EU Onboarding processes and a key point of escalation for onboarding experience
• Identify short and long-term improvements to our customer acquisition workflow and build business cases to invest in scalable solutions.
• Write Shipper Communication content and work closely with Marketing team to get approvals.
• Lead process improvement workstreams to improve lead-to-launch conversion rate and time-to-launch across the pipeline.
• Drive program objectives - operationalize launch plans by ensuring stakeholders are aligned to program details and business requirements, manage implementation activities across large group of stakeholders, and develop and execute launch plans of new products and processes.
• Scale services, tools, and processes that will enable the business’ growth in volume, complexity, and geographic dispersion while still maintaining a high bar for the customer experience.
• Develop clear and thorough program/process launch announcements for impacted internal and external stakeholders, including program announcement, FAQs, and program resource guides.

A day in the life
Working independently and autonomously analyzing data for EU Shippers (UK, FR, IT, ES) and driving process improvement plans to improve shipper experience. Collaborating with Marketing, Business, Product & Tech to drive change.

About the team
Client Shipping is an industry leading shipping service provider (SSP) that offers better reliability and shipper/recipient experience at the right price point within every marketplace we operate. Over the last 25 years, Client has built a world-class operations with Client Fulfillment Network (AFN). Client Shipping has developed the technology, commercial expertise, and operational processes to externalize this network, reducing overall costs to Client through incremental density and monetizing our logistics capability. Our goal is to become customer obsessed and sustainable business, helping Client reduce its dependency on third-party SSPs and providing retailers with high quality shipping solutions.

Basic qualifications
• Experience using data and metrics to determine and drive improvements
• Experience creating content for customers
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Bachelor's degree in management, business administration, economics, marketing
Preferred qualifications
• Experience in Account Management
• Experience with Digital Marketing
• Experience leading process improvements
• Experience working cross functionally with tech and non-tech teams
Reason for Request: