Program Manager, Customer Service

Swisslog; Atlanta, Northern (GA, KY); On-site; USD 90,000 - 140,000; Full time

Job summary

Swisslog is seeking a Program Manager, Customer Service in Atlanta, GA to lead client relationships and drive service projects across the CS Sales organization.

You will mentor junior project managers, coordinate cross-functional teams, and ensure alignment with project policies while delivering measurable improvements in customer satisfaction and operational efficiency.

Qualifications

• 5+ years of work experience in Project Management activities.
• 3+ years of experience leading across diverse, cross-functional teams.
• Working knowledge of Warehouse and Distribution business sector.

Responsibilities

• Collaborate with the CS Sales organization to manage client relationships and identify opportunities.
• Act as the client advocate within Swisslog while protecting profitability and reputation.
• Serve as the escalation point for CS topics and coordinate resources to resolve.
• Collect and present performance data for regular customer meetings and quarterly business reviews.
• Lead Customer Service in formulating issue resolution and project execution plans; implement project management practices.
• Promote a 1st Time Right and Customer Centric culture within the CS organization.
• Identify, document and drive lessons learned and process improvements.
• Ensure project execution complies with current realization process policies.
• Assess processes related to project management and tailor guidance per project conditions.
• Review scope, budget and timeline for Customer Service projects.
• Lead and manage project progress meetings and reports; provide KPI insights.
• Track and report overall project status, actual vs forecasted effort and cost.
• Determine overall progress against objectives and KPIs.
• Identify and implement new project management tools to increase efficiency.
• Provide clarity to stakeholders and team members on current project state.
• Mentor new and less experienced Project Managers

Skills

Project management

Cross-functional leadership

Client relationship management

Data-driven decision making

Mentoring

Education

BS/BA in Engineering (Electrical/Software/CS)

Job description

Program Manager, Customer Service

Where do people love what they do, and being great at what they do?

At Swisslog, that’s where! Our teams are the heart of a world-leading Robotics company that’s harnessing the power of technology to shape the future of intralogistics. The result? We’re transforming performance and efficiency for customers across the globe, giving them the vital edge in their markets.

Responsibilities

Make an impact

• Collaborate and support the CS Sales organization to manage the client relationship, identify opportunities to strengthen & extend Swisslog’s business relationship.
• Act as an internal voice of the client advocate within Swisslog whilst balancing this with the need to protect Swisslog’s reputation and profitability
• Act as the initial escalation point for CS related topics and coordinate Swisslog resources and efforts to resolve.
• Collect and present the relevant performance data and information for the regular customer meetings and quarterly business reviews.
• Lead the Customer Service organization in formulating issue resolution and improvement plans and project execution plans and implementing project management practices
• Promote & drive a 1st Time Right & Customer Centric culture within the Swisslog CS organization
• Identify, document & drive lessons learned & process improvements
• Make sure that project execution complies with all current realization process policies
• Conduct assessments of any associated processes regarding all aspects of project management and provide guidance and tailoring when needed and based on project specific conditions.
• Review the scope, budget and timeline for Customer Service projects.
• Lead and Manage Project Progress meetings and Reports, provide other related project KPIs
• Track & report on the overall project status, actual vs. forecasted effort and cost.
• Determine overall project progress against objectives and KPI’s.
• Identify and implement new project management tools to increase efficiency and user experience.
• Provide clarity to stakeholders and team members on current projects state.
• Mentor new and less experienced Project Managers

Application Requirements

What you need to succeed

• Formal qualification: BS or BA in Engineering. Electrical Engineering, Software Engineering, Computer Science or similar
• 5+ years of work experience and demonstrated track-record in Project Management activities
• 3+ years of experience with leading and working across diverse, cross-functional teams
• Have working knowledge of the Warehouse and Distribution business sector
• Technology, product, start-up experience is a bonus. Familiarity with manufacturing environment.

Desirable

• PMP, PMI certification
• Scrum Master certification
• Scrum Product Owner certification
• MBA
• Have working knowledge of Warehouse Management Systems
• Have working knowledge of Material Flow Control Systems
• Have working knowledge of PLC controls and control logic
• Have experience in defining, procuring, installing and maintaining IT Hardware, Controls Hardware and their supporting infrastructure