Client Services Program Manager

AFL; Dallas (TX); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible time off

Hybrid work schedule

401K match

Professional development

Insurance coverage

Career advancement

Job summary

AFL seeks a Client Services Program Manager to lead a cross-functional Data Center/AI team on a hybrid schedule from Dallas, TX or Duncan, SC. You will organize and guide Customer Service, Scheduling, Material Planning, Purchasing, Logistics and Manufacturing to meet client expectations on deliveries and resolve issues.

The role emphasizes white glove service, reporting, and continuous improvement of client satisfaction, with opportunities for professional growth and a comprehensive benefits

Qualifications

• 4-year college degree or equivalent work experience.
• Minimum of 8 years of working experience.
• 4 to 8+ years in Supervisory/Leadership in Customer Service preferred.
• 4 to 8+ years in project management experience.
• Excellent oral and written communications skills.
• Some travel to meet with clients and overseas manufacturing facilities when necessary.
• Advanced/Expert MS Excel; proficient in Word, PowerPoint, Outlook, Teams; Power BI knowledge a plus.

Responsibilities

• Create reporting formats and deliver reports to key clients (delivery performance, quality metrics, inventory risks, manufacturing capacities).
• Create internal reports for management on KPI performance (monthly highlights, inventory, lead times, on-time delivery, client complaints, revenues).
• Set key metric objectives with Product and Department Managers and coordinate with cross-functional teams to achieve them.
• Lead production meetings with cross-functional teams (Customer Service, Scheduling, Material Planning, Purchasing, Logistics, Manufacturing).
• Resolve logistics, customer service and support issues.
• Escalate operational issues to prevent impact on client satisfaction; act as key internal contact for clients delivering white glove service.

Skills

Cross-functional leadership

Organization & planning

Ownership

Interpersonal skills

Independent work

Client service mindset

Data analysis

Education

Bachelor's degree

Tools

Power BI

MS Excel

MS Office

Job description

We are seeking a Client Services Program Manager to join our Data Center/AI team. This position will be working on a hybrid schedule from our Dallas, TX or Duncan, SC location! The Program Manager is responsible for organizing and leading a cross-functional team, consisting of Customer Service, Scheduling, Material Planning, Purchasing, Logistics and Manufacturing, to meet Client’s expectations on deliveries, as well as resolving logistical and operational issues in timely manners. Overall, the Client Success Manager will lead the organization through improved white glove customer service and support, providing increased Client satisfaction.

What We Offer

• Flexible time off policy
• Hybrid work schedule and possible remote to qualifying employees
• 401K Company match (up to 4% - dollar for dollar)
• Professional development, training, and tuition reimbursement programs
• Excellent medical, dental, vision, and life insurance policy options
• Opportunities for career advancement with an industry leading company!

Responsibilities

• Creates reporting formats and delivers reports to key clients. Such reports may include delivery performances, quality metrics, inventory risks, manufacturing capacities, etc.
• Creates reporting formats and delivers reports to internal management team, including the Department Managers, Product Managers, Data Center Sr. Vice President and the Products Solution President, related to the performance of key Client accounts. These reports may include monthly highlights, inventory, lead times, on-time-delivery metrics, client complaints, revenues, bookings, backlogs, etc.
• Establish with Product Managers and Department Managers key metric objectives, and coordinate with cross-functional team members to achieve such objectives
• Run production meetings with cross-functional team, consisting of Customer Service, Scheduling, Material Planning, Purchasing, Logistics and Manufacturing
• Resolve problems related to logistics, customer service and support
• Understand and recommend improvements to Department Managers to achieve objectives for key metrics
• Escalate issues in operations that will detrimentally affect client satisfaction to respective Department Managers
• Key internal contact for clients, providing white glove service

Personal Qualities

• Strong sense of ownership and accountability
• Exhibits a strong preference for organization, planning, and efficiency
• Self-motivated
• Strong interpersonal and report writing skills
• Ability to work independently
• Must have a strong interest in servicing the clients
• Ability to lead cross-functional and cross-cultural team
• Must have a strong interest in operation excellence, performance metrics and data analysis

Qualifications

• 4-year college degree in any discipline or equivalent work experience
• Minimum of 8 years of working experience
• 4 to 8 plus years of Supervisory/Leadership position in Customer Service is preferred
• 4 to 8 plus years of project management experience
• Excellent oral and written communications skills
• Some travel to meet with clients and some travel to overseas manufacturing facilities when necessary
• Advanced/Expert level of MS Excel; proficient usage of additional MS Office Products (Word, PowerPoint, Outlook, and Teams) Power BI knowledge a plus