Program Director Customer Service

Act as the primary business owner for key customer accounts within assigned programs.

Build and maintain executive-level relationships with customers to foster trust and long-term partnerships.

Lead regular performance reviews, service assessments, and strategic planning with customer stakeholders.

Obtaining all required approvals (customer, supplier, etc.).

Documentation and customer communication of contractual services

Serve as the senior point of escalation for customer issues, including high-severity incidents and service disruptions.

Provide leadership and support during after-hours and weekend escalations to ensure timely resolution and communication.

Coordinate with internal teams to implement corrective actions and root cause analysis.

Own full P&L responsibility for assigned programs.

Drive cost control, revenue growth, and margin improvement across the service portfolio.

Collaborate with Finance and Sales to manage budgets, forecasts, invoicing accuracy, and contract compliance.

Triggering, tracking and ensuring all payment flows for services, including appropriate measures in the event of failure.

Continuous risk, claim and CR management and documentation of corresponding costs.

Lead cross-functional program teams and provide coaching to Program Managers, Account Managers, and support leads.

Align resource planning with program demands and customer expectations.

Promote a culture of accountability, performance, and customer-centricity.

Decision preparation for making the decision according to the cost/date/quality criteria.

Track and report on program KPIs, customer satisfaction, and operational performance.

Use data to identify trends, risks, and opportunities for improvement.

Present program performance and strategy updates to internal leadership and customers.

Preparation of progress reports together with team members, cyclical and situation-dependent reporting to internal and external stakeholders

Transfer of know-how to the parent organization together with team members and representatives of the parent organization (lessons learned)

Compliance and implementation of quality guidelines (e.g. handover portal, error costs, etc.)

Regular coordination within the team with a focus on status, upcoming milestones, adjustments, implementation of quality guidelines

Participation in external steering groups

Bringing own knowledge and experience into the project work of your colleagues, willingness to provide technical and logistical assistance and support in the preparation and implementation of important milestones such as handover, implementation, QBR

WHAT YOU HAVE

Bachelor’s Degree in Business Administration or Supply Chain, MBA in Business Operations preferred, plus 10+ years direct experience in project management or similar role or equivalent combination of education, experience and training.

5+ years experience leading a team

Proven track record of managing strategic customer accounts and delivering operational excellence.

Strong financial acumen, with experience managing program budgets and P&L.

Excellent verbal and written communication skills

Demonstrated knowledge of KNAPP and third-party products

Excellent English language skills

In depth contract knowledge

Professional questioning and listening skills

Proactive and accountable

Strong attention to detail

Good judgment

Flexible and adaptable

Team player

Ability to work well under pressure

Working Conditions and Environment :

Authorization to work in the U.S.

Passport or ability to obtain passport.

Professional office etiquette is required at all times.

Travel required up to 50% of the time including both domestic and international travel.

Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting to 50 pounds.

WHAT YOU WILL GET

2 remote days per week

Half day Fridays

A beautiful new, state-of-the-art, office complex in Kennesaw, GA

Industry competitive compensation

Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!

401k with a very generous employer match and no vesting!

Paid Vacation & Holidays

Profit Sharing

Paid Parental Leave

Subsidized Daycare

Tuition Reimbursement

Pet Insurance

Subsidized food delivery

Monthly celebrations

Quarterly employee events

Corporate Social Responsibility including recycling, sustainability and volunteering

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.

Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required. All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”