Customer Support Program Manager

The opportunity: 

We are currently seeking individuals for a full-time position as a program manager, with a focus on Customer Support Strategy. As the Omnichannel Customer Support Program Manager, you will play a pivotal role in shaping and implementing customer support strategies across multiple channels. You will be responsible for developing and executing programs to enhance customer support experiences, working closely with various teams including product, engineering, finance, and operations.

You will:

• Program Ownership: Take ownership of omnichannel customer support programs from inception to execution, ensuring alignment with business goals and customer needs.
• Strategy Development: Collaborate with cross-functional teams to develop comprehensive strategies for omnichannel customer support, incorporating feedback from stakeholders and industry best practices.
• Program Implementation: Drive the implementation of omnichannel customer support initiatives, overseeing timelines, resources, and budgets to ensure successful execution.
• Performance Monitoring: Establish key performance indicators (KPIs) and metrics to track the effectiveness of customer support programs, regularly monitoring and analyzing data to identify areas for improvement.
• Cross-Functional Collaboration: Work closely with product, engineering, finance, and operations teams to integrate customer support initiatives into overall business operations, fostering collaboration and alignment across departments.
• Stakeholder Management: Communicate effectively with internal stakeholders at all levels, providing regular updates on program status, challenges, and opportunities.
• Continuous Improvement: Continuously evaluate and refine omnichannel customer support programs based on feedback, industry trends, and evolving customer needs, driving innovation and excellence in customer service.

You should have:  

• Bachelor's degree in business administration, marketing, or related field.
• 5+ years of experience in program management, preferably in a customer support or related role.
• Proven track record of successfully managing complex programs from concept to completion, delivering measurable results.
• Strong understanding of omnichannel customer support principles, strategies, and technologies.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and influence stakeholders at all levels.
• Analytical mindset with the ability to leverage data and insights to drive decision-making and continuous improvement.
• Strong project management skills, including the ability to prioritize tasks, manage timelines, and allocate resources effectively.
• Experience working in a fast-paced, dynamic environment with the ability to adapt to changing priorities and requirements.
• A resilient, focused problem solver and self-starter, with the ability to multitask and prioritize in a complex and occasionally ambiguous environment
•  Experience working with SQL, creating and running reports is a plus
• A "compliance first" attitude to keep our regulators happy and enthusiastic about Flexport since we operate in a heavily regulated industry.

Worried about not having any logistics experience? 

Don’t be! Our mission is to make global trade easy for everyone. That’s why it’s important to bring people from diverse backgrounds and experiences together with our industry veterans to help move the global logistics industry forward.

We know this industry is complex. That’s why we invest in education starting day one with Flexport Academy, a one week intensive onboarding program designed specifically to set every new Flexport employee up for success.