Director - Program Management

CRST The Transportation Solution, Inc.; Town of Amherst (NY); On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Company-paid life and disability 보험

Retirement savings with company match

Paid time off, holidays, and parental留

Job summary

CRST The Transportation Solution, Inc. is seeking a Director - Program Management to lead the Program Managers who nurture CRST's relationships with our national customers.

You will set client strategy, protect and grow revenue within existing accounts, and serve as the senior point of contact for corporate escalations and business reviews. You will create value by keeping CRST's largest customers satisfied and growing, while partnering with Operations to deliver on every program commitment.

Qualifications

• Eight or more years of experience in account management, program management or customer success in final mile, logistics, transportation or retail.
• Experience leading teams and driving revenue growth across large national or enterprise customers.
• Proven ability to manage executive client relationships, lead business reviews and resolve high-impact escalations.
• Strong understanding of final mile delivery models and how operations, pricing and service performance affect outcomes.

Responsibilities

• Set account strategy for existing national customers, defining retention and growth priorities for each program.
• Own revenue results and protect/grow current business within existing customers.
• Lead, coach and develop Program Managers; hire, set goals and manage performance.
• Build executive relationships with customer leaders and lead quarterly business reviews and strategic meetings.
• Own day-to-day escalations and drive resolution with Operations and other teams.

Skills

Leadership

Executive relationships

Strategic account management

Team leadership

Operational knowledge

Education

High school diploma or equivalent

Bachelor's degree in Business or related field

Tools

CRM tools

Scorecards

Job description

Join CRST as a Director - Program Management

How You’ll Work

Compensation

Competitive compensation package. Additional details will be discussed with qualified candidates during the interview process

AIP Eligibility

This position will be eligible for an Annual Incentive Plan (AIP) with a target payout of 20% of the annual base salary.

Benefits

Comprehensive package including medical, dental, and vision coverage; prescription drug and telemedicine services; company-paid life and disability insurance; retirement savings with company match; paid time off, holidays, and parental leave; plus additional voluntary benefits and employee discounts.

Job Family Summary

Sales professionals build relationships that grow CRST’s business. They understand customer needs, create tailored transportation solutions, and deliver long-term value through partnership.

Job Summary

The Director - Program Management leads the Program Managers who own CRST's relationships with its existing national customers. The role sets client strategy, protects and grows revenue within existing accounts, and serves as the senior point of contact for corporate escalations and business reviews. It creates value by keeping CRST's largest customers satisfied and growing, while partnering with Operations to deliver on every program commitment.

Essential Duties And Responsibilities

• Client Strategy: Set account strategy for CRST's existing national customers, defining retention, growth and service priorities for each program.
• Revenue Retention and Organic Growth: Own revenue results across the existing customer portfolio, protecting current business and growing it within existing customers.
• Program Manager Leadership: Lead, coach and develop Program Managers; hire, set goals, manage performance and hold the team accountable for client and revenue results.
• Executive Client Relationships: Build executive-level relationships with customer leaders and lead quarterly business reviews (QBRs) and other strategic customer meetings.
• Corporate Escalation Management: Own day-to-day corporate escalations from customers, driving resolution with Operations and other teams and closing the loop with the client.
• Operations Partnership: Partner with Operations, including contact center and field teams, so program commitments, service levels and customer expectations stay aligned.
• Pricing and Contract Support: Guide program pricing, renewals and contract changes to balance customer value, margin and operational capability.
• Performance and Reporting: Monitor program scorecards, service performance and revenue trends; share insights with leadership and act on risks and opportunities.
• Strategic Accounts: Personally manage select strategic customer accounts as business needs require.
• Travel: Travel as needed to support business needs.
• Accountability and Reliability: Maintain regular and reliable attendance while performing other duties as assigned to support team and business needs.

Requirements

• Education: High school diploma or equivalent.
• Experience: Eight or more years of experience in account management, program management or customer success in final mile, logistics, transportation or retail, including experience leading teams.
• Account Growth: Proven record of retaining and growing revenue with large national or enterprise customers.
• Executive Relationships: Demonstrated ability to manage executive client relationships, lead business reviews and resolve high-impact escalations.
• Operational Knowledge: Strong understanding of final mile delivery models and how operations, pricing and service performance affect customer outcomes.

Preferred Qualifications

• Education: Bachelor's degree in Business, Supply Chain Management or a related field.
• Retail Program Experience: Experience managing programs for national retailers or appliance and consumer goods manufacturers.
• Pricing and Contracts: Experience with program pricing, renewals and contract negotiation.
• Data-Driven Account Management: Experience using scorecards, CRM tools and performance data to manage accounts.
• Team Building: Experience building or reshaping an account or program management team.

Physical Requirements

Ability to perform the essential functions of the position, with or without reasonable accommodation. Regular use of a computer, telephone, and standard office equipment is required. The position may require the ability to observe surroundings, read documents and screens, distinguish visual signals, and communicate effectively with others in person, by telephone, radio, or other communication devices. The position generally involves prolonged periods of sitting, frequent written and verbal communication, and the ability to move throughout office and operational areas as needed. The position primarily requires indoor work. Occasional travel may be required. The position may also require lifting, carrying, pushing, or pulling materials weighing up to 25 pounds.

CRST Core Values

Safety at the Core of All We Do - Integrity in Every Decision and Action - Commitment to the Success of Employees, Customers, Agents, Contractors, and Communities

EEO Statement

CRST The Transportation Solution, Inc. is an equal opportunity employer. The Company prohibits unlawful discrimination against any applicant or employee based on race (including hair texture and protective hairstyles), color, religion, creed, religious practices, sex (including pregnancy, childbirth, breastfeeding, reproductive health decision‑making, sexual orientation, gender identity, gender expression, and related conditions), national origin, ancestry, age, disability, genetic information, military status, veteran status, marital status, or any other status protected by applicable federal, state, or local law.