CS Program Manager

Make an impact

The Customer Services Program Manager leads strategic customer service initiatives, ensuring successful delivery of projects that enhance customer experience, operational efficiency, and service quality. This role bridges cross-functional teams and aligns project outcomes with organizational goals.

In this role, you will collaborate with Customer Support organization Management team, Project teams and other teams across the organization.
As a CS Program Manager, you will ensure that the efforts of the CS organization are coordinated and integrated to optimize use of Swisslog Logistic internal and external resources, ensuring profitability and customer satisfaction.
The CS Program Manager will carry out the duties described in this document while ensuring that they, the Project Managers and project teams under their management are driving value, standardization, cost effectiveness and supportability of solution offerings across all customer base for Swisslog WDS Americas region.

• Collaborate and support the CS Sales organization to manage the client relationship, identify opportunities to strengthen & extend Swisslog’s business relationship.


• Act as an internal voice of the client \ advocate within Swisslog whilst balancing this with the need to protect Swisslog’s reputation and profitability


• Act as the initial escalation point for CS related topics and coordinate Swisslog resources and efforts to resolve.
  
  
  
  • This may require a cross functional collaboration within the SL organization (Sales, Ops, FS & GSD)
  
  
  
  


• Collect and present the relevant performance data and information for the regular customer meetings and quarterly business reviews. 


• Lead the Customer Service organization in:
  
  
  
  • Formulating issue resolution and improvement plans
  
  
  • Project execution plans and implementing project management practices
  
  
  
  


• Promote & drive a 1st Time Right & Customer Centric culture within the Swisslog CS organization


• Identify, document & drive lessons learned & process improvements


• Make sure that project execution complies with all current realization process policies


• Conduct assessments of any associated processes regarding all aspects of project management and provide guidance and tailoring when needed and based on project specific conditions.


• Review the scope, budget and timeline for Customer Service projects.


• Lead and Manage​ ​Project Progress meetings and Reports​, provide other related project ​KPIs


• Track & report on the overall project status, actual vs. forecasted effort and cost.


• Determine overall project progress against objectives and KPI’s.


• Identify​ ​and​ ​implement​ ​new​ ​project management ​tools​ ​to​ ​increase​ ​efficiency​ ​and​ ​user experience.


• Provide clarity to stakeholders and team members on current projects state.


• Mentor new and less experienced Project Managers

What you need to succeed

Essential:

• 5+ years of work experience and demonstrated track-record in Project Management activities


• 3+ years of experience with leading and working across diverse, cross-functional teams


• Have working knowledge of the Warehouse and Distribution business sector


• Technology, product, start-up experience is a bonus. Familiarity with manufacturing environment.


• Formal qualification: BS or BA in Engineering. Electrical Engineering,  Software Engineering, Computer Science or simila

Desirable:

• PMP, PMI certification


• Scrum Master certification


• Scrum Product Owner certification


• MBA