Program Manager, Operations Support

Program Manager, Operations Support

Location: Northlake, USA

Position Summary: The Program Manager, Operations Support, leads new business implementations and drives operational continuity across multiple sites. This position provides direction under the guidance of a Senior Team member, with less than 20% of leadership and oversight shared to ensure success. The Program Manager partners with Engineering to develop detailed process flows and layout plans, leads performance improvement initiatives and crisis management support, and oversee operational reviews for RFPs and implementation tollgates. Direct hyper care support for relocations, application migrations, and new launches, while managing UAT and volume stress testing. The role also assumes flexible operational leadership responsibilities to maintain continuity during hiring gaps or backfill transitions. Actively leads engagement in DQP sessions and cross-functional planning forums to drive successful outcomes. As part of the DSV team, associates are expected to meet company objectives in the areas of performance, safety, and quality. Associates are expected to comply with all corporate and site-specific policies.

Essential Duties and Responsibilities:

• Ensures the development of systems and procedures for managing operations, equipment, and products in a safe and profitable manner in accordance with company policies, guidelines, and procedures.
• Assists Operations to meet prescribed productivity and service goals.
• Complies with terms outlined in client SLAs.
• Partners with CIP Team to drive company Continuous Improvement efforts and provides ideas and suggestions for more efficient operations and on-going cost savings measures.
• Assists Operations to meet all client specified KPI's and complies with Quality system requirements.
• Assists Operations to manage the operations to achieve prescribed objectives.
• Applies sound communication and motivational techniques, create programs to supervise fairly and equitably, counsel, and (where needed) discipline team members.
• Collaborates with Human Resources.
• Assists in creating programs for hiring, training, and professional development.
• Participates in performance evaluation system for recommending promotions, wage increases, and other HR activities.
• Delivers results by leveraging the skills of the right people at the right time
• Keeps senior management and client representatives informed of critical issues that affect the operations
• Partners with Engineering Team to reviews current volume demands to plan for reorganization of warehouse space, and needed changes in levels of supplies, equipment, or staffing needs.
• Partners with Training Team to ensure effective training is delivered to team members by qualified individuals and ensures adherence to SOPs (DSV and client).
• Ensures leadership team assesses progress of trainees to determine new hire performance and DSV cultural fit.
• Maintains high degree of motivation in team members to retain focus of providing highest levels of customer satisfaction.
• Provides ongoing growth and development opportunities for team members
• Supports adherence to Standard Operating Procedures (SOPs).
• Conducts routine staff meetings to review daily/weekly work activities.
• Willing to work evenings and weekends as needed.
• Performs other duties as assigned.
• Support overall stabilization objectives within the operations support team

Skills & Abilities:

• Education & Experience: Bachelor's degree in Industrial Engineering, Supply Chain, Operations Management, or related field (or equivalent experience). 4 - 6 years of experience in operations, logistics, or program management.
• Demonstrated ability to design and implement process engineering solutions, drive operational enablement, and oversee complex system testing.
• Analytical and problem-solving skills, with the ability to translate data into actionable strategies.
• Skilled at managing multiple priorities across concurrent, enterprise-level projects while ensuring delivery on time and within budget.
• Skilled leadership, communication, and collaboration skills, with experience guiding cross-functional teams and influencing senior stakeholders.
• Familiarity with Lean, Six Sigma, and Kaizen methodologies, with a history of applying continuous improvement practices to achieve measurable results.
• Mentoring team members to build capability and ensure continuity.
• Proficient in Microsoft Office (Excel, Word, and Power Point)
• Demonstrated proficiency in knowledge of applicable WMS systems
• Language Skills: English (reading, writing, verbal)
• Proficiency in business communication at all levels
• Other: Strong attention to detail accuracy and accomplish job task in a timely manner
• Good organizational and personnel skills
• Good communication skills, written and oral
• Good leadership, supervision, and planning skills
• Able to work flexible schedules, including nights and weekends, as required by the operation
• Participate in established cross training metrics activities with the opportunity to improve their knowledge in multiple areas/departments.
• Must be able to effectively adapt to change and thrive in a stimulating, fast-paced work environment.

Physical Demands:

• While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear.
• The employee uses computer and telephone equipment.
• Specific vision requirements of this job include close vision and distance vision.
• Must be able to lift, bend, stoop, reach, and climb.
• Must be able to lift up to 30 pounds.
• Must be able to stand for several hours per day to perform required job duties as required by the nature of the business that is supported.
• Must be able to travel by plane and/or automobile.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at View email address on click.appcast.io.