APAC Program Management Supervisor Permanent

UPS International General Services Co.; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

UPS International General Services Co. in Manila is seeking a Program Management Supervisor to support multiple customer accounts, supervise team members, and ensure service reliability and strong customer relationships.

You will handle issue resolution, business reviews, process improvements, and revenue retention, while coordinating with cross-functional teams to drive account growth.

Qualifications

• Bachelor's degree in business, Supply Chain Management, Logistics, Engineering, or a related field preferred.
• Minimum 3-5 years of experience in Program Management, Customer Success, Supply Chain, Logistics, Transportation, or Account Management.
• Experience managing customer relationships, service performance, issue resolution, and business reviews.

Responsibilities

• Leads and develops team members to meet individual and group goals.
• Identifies and escalates customer issues; monitors surveys for trends and improvements.
• Organizes departmental structure and workload distribution to maximize productivity.
• Monitors service standards and quality; conducts service quality surveys.
• Drives process improvements and supports technology and system enhancements.
• Identifies opportunities for account penetration and revenue growth.

Skills

Project Management

Data Analysis

Customer Relationship Management

Leadership / Coaching

Cross-functional Collaboration

Education

Bachelor's degree in business, Supply Chain, Logistics, Engineering or related field

Job description

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

The Program Management Supervisor serves as a supporting point of contact for multiple customer accounts. The role provides local support for customer accounts and may perform supervisory activities within the Program Management organization. This position ensures service reliability and execution, customer retention and growth, and positive customer relationships. Responsibilities include issue resolution, response tracking, customer communication regarding service events, managing service expectations, conducting customer surveys, facilitating performance reviews and business meetings, managing SOPs and SOWs, and identifying opportunities for account growth. The incumbent may also supervise Program Management support representatives who support multiple customer accounts.

Key Responsibilities

Supervises and Develops Others

• Determines employees’ training needs and develops continuous improvement plans.
• Provides ongoing coaching, feedback, and support to improve performance.
• Conducts fair, consistent, and objective performance evaluations.
• Holds team members accountable for achieving individual and group goals.
• Resolves employee performance issues in accordance with company policies and procedures.
• Promotes teamwork and a high-performance culture.

Provides Support for Customer Accounts

• Assists in identifying and escalating customer issues and concerns.
• Monitors customer surveys to identify trends, process improvements, and satisfaction levels.
• Ensures customer needs and service expectations are met.

Functional Administrative Support

• Organizes departmental structure and workload distribution to maximize productivity and quality.
• Maintains effective communication with direct reports.
• Assigns work based on customer needs, resource capacity, and employee development goals.
• Assists in maintaining appropriate staffing levels to meet customer demands.

Quality Assurance and Analysis

• Monitors compliance with service standards and quality requirements.
• Assists in conducting service quality surveys.
• Performs data analysis and provides feedback to management and staff regarding service performance.

Systems, Process Improvement, and Business Growth

• Supports service process improvement initiatives to enhance consistency and efficiency.
• Assists in developing requirements and implementing technology and system enhancements.
• Manages revenue retention and customer churn.
• Shares customer service best practices across teams.
• Identifies opportunities for account penetration and revenue growth.

Required Competencies

• Service, Product, and Customer Technology Knowledge
• Multicultural Agility
• Project Management
• Report Generation and Data Analysis
• Small Package Operations Knowledge
• Customer Problem Solving
• Strategic Customer Partnership Management
• Supply Chain Management Knowledge

Requirements & Qualifications

Bachelor's degree in business, Supply Chain Management, Logistics, Engineering, or a related field preferred.

Minimum 3-5 years of experience in Program Management, Customer Success, Supply Chain, Logistics, Transportation, or Account Management.

Experience managing customer relationships, service performance, issue resolution, and business reviews.

Employee Type: Permanent

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