Program Manager

Job Description Summary:

The Program Manager leads a contract managed services team supporting the Post Entry Corrections and Trade Compliance program. This role is accountable for the full lifecycle of the engagement: assessing the current state of the post-entry correction operations, conducting a gap analysis against regulatory requirements and compliance objectives, defining the team's strategy and execution plan, and then leading a team of Analysts, Program Coordinators, and Quality & Technical Specialists to deliver against that plan.

This position serves as the single point of accountability between the management services team and the company, translating the priorities into a staffed, resourced, and measurable delivery plan. The Program Manager is responsible for team performance, quality of work product, deliverable timelines, and the overall health of the client relationship, while also maintaining enough technical fluency in customs compliance, post-entry corrections, and trade regulations to credibly direct the team's work and speak to stakeholders and leadership.

This position is performed with a high degree of independent judgment and discretion, and reports to the managed services provider's leadership while working day-to-day directly with Trade Compliance leadership.

Dimensions: Accountable for evaluating and standing up a contract managed services team of 3–5 professionals (Post Entry Corrections Analyst, Program Coordinator, and Quality & Technical Specialist roles) supporting the post-entry correction program. Owns strategy development, gap analysis, staffing and resource planning, execution oversight, quality assurance, stakeholder management, and reporting on program performance.

Job Responsibilities:

Strategy, Assessment & Planning:

• Evaluate the current post-entry correction operations, workflows, staffing, systems, and controls to establish a baseline understanding of the program.
• Conduct a structured gap analysis comparing current-state performance against the compliance requirements, CBP regulatory obligations, and program goals (accuracy, timeliness, audit-readiness, duty recovery).
• Define the managed services team's strategy, scope, and phased execution plan, including staffing model, workflow design, and success metrics.
• Present findings, strategy, and recommendations to the Trade Compliance leadership and secure alignment before execution.
• Continuously reassess strategy and resourcing as volumes, regulatory requirements, or company’s priorities shift.

Team Leadership & Execution:

• Lead, manage, and develop a team of Post Entry Corrections Analysts, Program Coordinators, and Quality & Technical Specialists, assigning work based on complexity, workload, and individual capability.
• Set individual and team performance expectations, provide coaching, and manage performance issues within the contract team.
• Drive the team's execution against the correction pipeline, including HTS classification, valuation, and country of origin corrections, Post Summary Corrections (PSCs), protests, reconciliation filings, and duty recovery initiatives.
• Ensure work products produced by the team meet quality, accuracy, and audit-readiness standards before it reaches the company or CBP.
• Own resourcing decisions for the team, including identifying skill gaps, recommending additional headcount or reallocation, and managing workload distribution.
• Remove roadblocks for the team, resolving cross-functional issues with brokers, business units, Legal, and Finance.

Client & Stakeholder Management:

• Serve as the primary point of contact between the managed services team and the Trade Compliance leadership on all deliverables, timelines, and escalations.
• Own regular status reporting, performance metrics, and program dashboards communicating progress against strategy and plan.
• Manage company’s expectations on scope, timelines, and risk, proactively flagging issues before they impact compliance or delivery.
• Partner with the Trade Compliance, Legal, Finance, and Customs Operations, as well as customs brokers, to ensure the team's work integrates smoothly with the company’s broader compliance environment.
• Support the company through CBP audits, focused assessments, prior disclosures, and government inquiries as needed, ensuring the managed services team's records and processes hold up under scrutiny.

Program & Contract Oversight:

• Own the overall health of the managed services engagement, including deliverable quality, timeliness, budget/utilization, and client satisfaction.
• Establish and maintain SOPs, quality controls, and training standards across the team to ensure consistency as the team scales or turns over.
• Identify continuous improvement opportunities in process, technology, and staffing, and bring recommendations.
• Track and report on program-level compliance risk, correction accuracy, cycle time, and duty recovery outcomes.
• Ensure assigned resources, including the Program Manager, are available for onsite support as reasonably requested by the company if program objectives or performance targets are at risk.

Qualifications and Experience:

• Bachelor's degree in International Trade, Business, Supply Chain, Logistics, Finance, Accounting, or a related field; equivalent experience considered.
• 7+ years of progressive experience in customs compliance, trade compliance, customs brokerage, or import operations, including experience with post-entry corrections.
• 3+ years of experience leading teams, programs, or client engagements, ideally within a managed services, consulting, or outsourced operations model.
• Strong working knowledge of U.S. Customs regulations, HTS classification, customs valuation, country of origin determinations, and trade agreement requirements.
• Direct experience with, or strong working knowledge of, Post Summary Corrections (PSCs), protests, reconciliation filings, and duty recovery processes.
• Demonstrated ability to assess an operation, identify gaps, and translate findings into a workable strategy and staffing plan.
• Proven experience managing team performance, workload, and quality in a fast-paced, deadline-driven compliance environment.
• Strong executive-level communication skills, with experience presenting strategy, performance, and risk to client leadership.
• Experience working in cross-functional environments spanning trade compliance, legal, finance, and external brokers or vendors.
• Advanced Excel and reporting/dashboard skills; comfort building and presenting performance metrics.

Preferred Qualifications and Experience:

• Experience managing a contract or managed-services trade compliance team for an automotive, manufacturing, or import-intensive client.
• Licensed Customs Broker designation.
• Experience with Section 232, Section 301, IEEPA, Chapter 99 provisions, and related duty mitigation or recovery programs.
• Experience supporting CBP audits, focused assessments, or prior disclosures at a program leadership level.
• Experience standing up new teams or programs from scratch, including hiring, onboarding, and building SOPs and quality frameworks.
• Familiarity with ACE reporting, customs broker systems, and ERP-based import data.
• PMP, Six Sigma, or other formal program/project management or process improvement credentials.
• Experience working within a staffing, recruiting, or professional services firm delivering managed services to enterprise clients.