Lead, Customer Service Project Management

Knapp Inc; Kennesaw (GA); Presencial; USD 110.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Excellent benefits

401k match

Paid vacation

Profit sharing

Tuition reimbursement

Descripción de la vacante

KNAPP in Kennesaw, GA is seeking a Team Lead CS Project Management to lead and develop a team of Customer Service Project Managers, ensuring delivery of a portfolio of customer-facing projects aligned with KNAPP standards for quality, safety, cost, and schedule.

The role requires strong leadership, executive communication, and risk management skills, with travel up to 50%, and collaboration with Software, Controls, Mechanical, IT, Operations, and Safety teams.

Formación

• Bachelor’s degree or equivalent combination of education and relevant work experience.
• Minimum of 7 years of project or program management experience within warehouse automation, intralogistics, or material handling environments.
• Demonstrated experience leading or supervising professional staff.
• Demonstrated working knowledge of WMS, WCS, WES systems, controls integration, and automated material handling equipment.

Responsabilidades

• Provide leadership to Customer Service Project Managers by setting clear performance expectations and delivering coaching to drive timely, high-quality project outcomes.
• Hold team members accountable for meeting defined project milestones, quality standards, and customer commitments.
• Support workforce planning, workload balancing, and capacity management across the portfolio.
• Address performance issues and support disciplinary actions per policy and HR guidance.
• Act as the primary escalation point for project issues and determine resolutions.
• Own delivery accountability for a portfolio of Customer Service projects.

Conocimientos

Project management

Leadership

Communication

Risk management

Escalation handling

Cross-functional collaboration

Educación

Bachelor’s degree or equivalent

Herramientas

WMS

WCS

WES

Controls integration

Automation equipment

Descripción del empleo

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Project Management Full Time Project Management Kennesaw, GA, US

30+ days ago Requisition ID: 2039

WHO WE ARE

KNAPP brings new technology to warehouse automation.

The KNAPP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, specializing in the sectors healthcare, fashion/apparel, general retail, food retail, industry and service. We live and breathe automation. We, more than 8,000 employees of the KNAPP Group across over 60 locations worldwide, shaping the future-oriented intralogistics industry, are dedicated to making complexity simple.

One of KNAPP’s primary goals is to use continuous innovation to drive warehouse automation forward, always with the specific needs of the customers in mind. KNAPP Group’s unrelenting development activity is evident in everything from automated order picking systems and continuing refinement of container handling technology to its state-of-the-art, industry leading software solutions.

The Team Lead CS Project Management is accountable for leading and developing a team of Customer Service Project Managers while ensuring the successful execution of a portfolio of customer‑facing projects. This role combines people leadership, portfolio oversight, and advanced project management expertise to ensure delivery aligned with KNAPP standards for quality, safety, cost, and schedule. The Team Lead exercises independent judgment, provides escalation leadership, and serves as a primary interface between customers, cross‑functional internal teams, and management.

Essential Functions and Responsibilities:

• Provide leadership to Customer Service Project Managers by setting clear performance expectations, conducting regular performance evaluations, and delivering coaching to drive timely, high‑quality project outcomes.
• Hold team members accountable for meeting defined project milestones, quality standards, and customer commitments, and address performance gaps through documented feedback and corrective actions as needed.
• Support workforce planning, workload balancing, and capacity management across the Customer Service portfolio.
• Address performance issues and support disciplinary actions in accordance with company policy and guidance from HR.
• Act as the primary escalation point for project issues that exceed defined risk thresholds, customer tolerance levels, or project manager authority, and determine appropriate resolution or leadership escalation.
• Own delivery accountability for a portfolio of Customer Service projects, including system enhancements, upgrades, retrofits, and expansions.
• Monitor and review project execution against contractual requirements, service‑level agreements, and internal standards, and direct corrective actions when deviations are identified.
• Monitor project health metrics including schedule, cost, risk, and quality, and initiate corrective actions as required.
• Track and review project financials, including budgets, change requests, and cost performance, and provide input to forecasts.
• Apply structured risk management practices and ensure timely escalation of critical risks or service gaps.

Cross‑Functional & Customer Collaboration

• Coordinate execution activities with cross‑functional teams including Software, Controls, Mechanical, IT, Operations, and Safety.
• Lead customer governance meetings, operational reviews, and executive‑level communications.
• Facilitate lessons learned and continuous improvement initiatives across supported customers and sites.

WHAT YOU HAVE

• Bachelor’s degree or equivalent combination of education and relevant work experience.
• Minimum of 7 years of project or program management experience within warehouse automation, intralogistics, or material handling environments.
• Demonstrated experience leading or supervising professional staff.
• Demonstrated working knowledge of WMS, WCS, WES systems, controls integration, and automated material handling equipment (e.g., AS/RS, conveyors, robotics).
• Demonstrated leadership, communication, and executive‑level presentation skills.
• Demonstrated ability to manage escalations, prioritize competing demands, and exercise sound judgment in dynamic environments.

Working Conditions and Environment:

• Authorization to work in the U.S.
• Travel required up to 50%
• Passport or ability to obtain passport
• Professional office etiquette is required at all times
• Ability to travel by air both domestically (US) and internationally (primarily to Austria and other parts of Europe as well as Canada)
• Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting up to 50 pounds.

WHAT YOU WILL GET

• A beautiful new, state-of-the-art, office complex in Kennesaw, GA
• Industry competitive compensation
• Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
• 401k with a very generous employer match and no vesting!
• Paid Vacation & Holidays
• Profit Sharing
• Tuition Reimbursement
• Pet Insurance
• Subsidized food delivery
• Monthly celebrations
• Quarterly employee events
• Corporate Social Responsibility including recycling, sustainability and volunteering

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.

Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required. All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”