Head of Programme Management

Scan Global Logistics is a leading freight forwarding company, specializing in providing comprehensive logistics solutions to clients across various industries. At the core of our DNA is a 'can-do-attitude' and the willingness to always walk the extra mile to find the right logistic solution whether by road, rail, ocean, air or any other modes of transportation. Scan Global Logistics is seeking an accomplished Program Manager to lead and grow large North American customer relationships. This is a high-impact role combining hands-on operational ownership of national asset-recovery and first-mile programs with the commercial judgment needed to expand SGL's share of the customer's business.

The Program Manager will "own" the day-to-day customer relationship, ensure our partner and agent network delivers against service expectations, and identify opportunities to expand the scope of services SGL provides, including offering creative solutions and suggestions to not only our customers, but our internal stakeholders as well.

As the primary point of contact, you will build trusted relationships with customer stakeholders while coordinating with operations, warehousing, pricing, technology, and other internal teams to deliver measurable business value.

The ideal candidate brings deep expertise in First Mile, Final Mile, and Reverse Logistics, strong commercial acumen, and the credibility to engage effectively with customers at both operational and senior leadership levels. You will work with stakeholders across procurement, operations, and supply chain to understand business priorities, develop practical logistics solutions, and demonstrate how improvements can translate into cost savings, operational resilience, and sustainability gains.

Serve as the primary point of accountability for customer's formal performance reviews and ongoing account management.

Own day-to-day customer relationships and maintain strong relationships from site-level stakeholders through senior customer leadership.

Manage relationships with assigned 3PL, 4PL, agent, and contractor partners across the national network.

Monitor partner and network performance and drive accountability against agreed service expectations and customer requirements.

Lead technology initiatives supporting the account, including operational system optimization,reporting automation, and the adoption of AI-assisted reporting and analytics.

Develop and present proactive, data-driven recommendations that address customer needs and identify opportunities for operational and commercial improvement.

Deliver customer-facing reporting on recovery completion, inventory movement, shipping volumes, service performance, and logistics efficiency to support regular business reviews.

Analyze operational data and performance trends to identify risks, opportunities, and areas for improvement.

Coordinate cross-functional resources across operations, warehousing, pricing, technology, and other teams to ensure successful execution of customer requirements.

Own high-priority escalations involving lost or damaged equipment, delayed recoveries, service failures, and potential compliance exposure, ensuring timely resolution and transparent communication with the customer.

Support continuous improvement initiatives that enhance service quality, reduce costs, improve operational resilience, and strengthen the overall customer experience.

Experience in reverse logistics, including end-of-lease recovery, OEM programs, recalls, liquidation, or asset recovery.

Experience handling medical, telecommunications, IT, or other high-value technical equipment.

Experience developing automated reporting, dashboards, or data-driven customer performance tools.

Experience with AI-assisted reporting, analytics, or other emerging technology applications within logistics or supply chain operations.

Experience identifying and converting operational opportunities into expanded customer services or revenue growth.

10+ years of experience in specialized logistics, first-mile or final-mile operations, reverse logistics, customer success, implementation, technical account management, or operations leadership, with demonstrated ownership of business outcomes.

Direct experience within logistics, trucking, 3PL, 4PL, warehousing, high-tech, or specialized supply chain environments.

Demonstrated experience building, managing, and holding an agent, contractor, or partner network accountable for performance.

Strong working knowledge of first-mile logistics, reverse logistics, asset recovery, and/or high-value equipment handling.

Demonstrated experience managing customer relationships and presenting to stakeholders across operational, procurement, and supply chain functions.

Strong understanding of white-glove handling and the transportation and recovery of high-value equipment.

Working knowledge of TMS and WMS platforms, with the ability to leverage operational systems and data to improve performance.

Experience implementing or introducing new systems, technology, automation, or reporting solutions within a live customer account.

Strong analytical and problem-solving skills, with the ability to interpret operational data, identify trends, develop hypotheses, and recommend actionable solutions without relying solely on dedicated analysts.

Excellent communication, relationship management, negotiation, and presentation skills.

Ability to manage multiple priorities and effectively lead customer and internal stakeholders in a fast-paced environment.

Prolonged periods of sitting at a desk and working on a computer.

Work authorization/security clearance requirements:

Job Type: Full-time

Schedule: 8-hour shift (Monday to Friday)

Work Location: Remote - United States, but preferred in Northeast US

Location: Remote - United States, but preferred in Northeast US

Scan Global Logistics is a Global full-service logistics provider headquartered in the Nordic, who excel in uncomplicating logistics through tailored solutions made by skilled specialists, proud problem-solvers and passionate entrepreneurs. We go above and beyond to bring anything to anywhere - whether by road, rail, ocean, air or any other modes of transportation.

#