Client Program Lead - Retail

UL Solutions; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

UL Solutions in New York, NY is seeking a Client Program Manager to serve as the primary liaison for assigned clients, guiding program scope, deliverables, and governance.

You will monitor KPIs, report trends, coordinate with Operations, Quality Assurance and Sales to ensure superior service, and lead onboarding, trainings, and quarterly business reviews. This role emphasizes proactive communication and process optimization.

Responsibilities

• Serve as overall internal knowledge base and pivotal point of contact for all matters related to assigned client.
• Monitor client program KPIs/scorecards, anticipate needs, spot trends and opportunities, and report out to the organization.
• Accountable for Program Service, maintenance, and health of program, QBR Leads client/lab/vendor onboardings and trainings.
• Serve as primary point of contact between Client Program Team and clients, leading engagements between the client and other UL teams.
• Ensure Program Requirements are clearly documented, communicated, and updated throughout the organization.
• Collaborate and coordinate with Operations, Support Services, Quality Assurance, Sales, Business Development and other affiliated stakeholders to ensure that clients experience superior service.
• Lead client discussions related to their testing, audits, inspections and other service needs and program development, onboarding and delivery.
• Support quarterly business reviews, corrective action plans, and client projects.
• Follow up on inquiry calls; respond to specific client inquiries promptly and professionally.
• Monitor profitability of account and look for ways to improve efficiency and profitability through standardization, centralization, or automation.
• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
• Performs other duties as directed.

Job description

• Serve as overall internal knowledge base and pivotal point of contact for all matters related to assigned client.
• Monitor client program KPIs/scorecards, anticipate needs, spot trends and opportunities, and report out to the organization.
• Accountable for Program Service, maintenance, and health of program, QBR Leads client/lab/vendor onboardings and trainings.
• Serve as primary point of contact between Client Program Team and clients, leading engagements between the client and other UL teams.
• Ensure Program Requirements are clearly documented, communicated, and updated throughout the organization.
• Collaborate and coordinate with Operations, Support Services, Quality Assurance, Sales, Business Development and other affiliated stakeholders to ensure that clients experience superior service.
• Lead client discussions related to their testing, audits, inspections and other service needs and program development, onboarding and delivery.
• Support quarterly business reviews, corrective action plans, and client projects.
• Follow up on inquiry calls; respond to specific client inquiries promptly and professionally.
• Monitor profitability of account and look for ways to improve efficiency and profitability through standardization, centralization, or automation.
• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
• Performs other duties as directed.