Customer Program Manager

Job Title: Customer Program Manager

Job Location: Brisbane, California
 

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

 

Skills & Requirements


* 5–10 years of freight forwarding/logistics experience (AFR/OFR preferred)


* Strong knowledge of end-to-end forwarding operations and customer processes


* Proven customer management and stakeholder engagement skills


* Ability to manage escalations and drive resolution under pressure


* Strong analytical and problem-solving capabilities


* Proficiency in logistics systems (e.g., CargoWise or similar)


* Excellent communication and presentation skills

Pay Range: $105,843.75 - $141,125.00+ (Based on Experience)
 

Benefits (All Non-Union Employees)


* Compensation: Com...