Senior Program Manager – Customer Experience & Optimization

APL Logistics Ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

APL Logistics Ltd. is seeking a Program Manager to lead a team of Program Managers responsible for governance and delivery of customer programs across assigned accounts.

You will drive a comprehensive view of program delivery, align with customers' strategic goals, and ensure outcomes with established KPIs and SLAs. The role emphasizes collaboration, process improvement, and optimizing customer experiences across geographies.

Qualifications

• Experience enables job holder to deal with the majority of situations and to advise others.
• Experience of planning and managing resources to deliver predetermined objectives.

Responsibilities

• Lead a team of Program Managers to oversee the governance and delivery of customer programs within the accounts that are assigned
• Adopt a comprehensive view of the operational program delivery and its associated impact to customers' strategic goals and objectives
• Utilize appropriate programs and project management methodologies to give assurance that intended outcomes are identified and achieved
• Collaborate with internal and external partners that are involved in the delivery of defined customer programs
• Identify and rectify recurring internal process failures/ redundancies/ problems
• Remove barriers to program execution
• Define program improvements by reviewing data and trends
• Oversee and drive the implementation of solutionsManage customer issues that require management level problem solving and intervention
• Translate customer requirements into operational procedures, so as to enhance the overall customer experience
• Review existing operations and implement innovation processes to generate new ideas
• Ensure the required continuous improvement outcomes are delivered
• Participate in best practice sharing
• Evaluate client-facing work scope and activities to assure maximum value and resource efficiency

Job description

APL Logistics Ltd. is seeking a Program Manager to lead a team of Program Managers responsible for governance and delivery of customer programs across assigned accounts.

You will drive a comprehensive view of program delivery, align with customers' strategic goals, and ensure outcomes with established KPIs and SLAs. The role emphasizes collaboration, process improvement, and optimizing customer experiences across geographies.