Customer Program Manager - San Francisco, CA

Job Description ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post. 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 Additional Qualifications/Responsibilities 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 Minimum Education Required High School/GED Job_Category Management Benefits (All Non‑Union Employees) Pay Range: $105,843.75 - $141,125.00+ (Based on Experience) Compensation: Competitive base salary plus role dependent performance‑based incentives. 401(k) Match: $1-for-$1 match up to 4% quarterly + 2% annual base contribution. Stock Purchase Plan: Ability to purchase Deutsche Post AG shares at a discounted rate. Medical: Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions. Vision: Optional coverage for exams, frames, and contacts. Dental: Optional coverage for preventive, basic, and major services. Paid Time Off: 7 major holidays, 8 floating holidays, and accrued vacation/sick days. City* San Francisco State* California Job Code Operations_ Specialist Affiliate Sponsor DHL Salary Range >$100,000 #J-18808-Ljbffr VetJobs