Senior 4PL Customer Success and Governance Lead

OIA Global; Cincinnati (OH); Hybrid; USD 69,000 - 80,000; Full time

Job summary

OIA Global is seeking a Customer Success Manager to drive customer outcomes within a 4PL/control tower. You will own strategic alignment, governance, and value realization across multiple regions.

Ideal candidates bring 8+ years in logistics or 4PL governance, plus SAP S/4HANA experience. You will lead cross-functional reviews, enable cost-saving initiatives, and maintain governance dashboards in a fast-paced environment in the U.S. market with Cincinnati/Chicago/Indianapolis options.

Qualifications

• Bachelor’s degree preferred in Supply Chain or related field.
• 8+ years of experience in logistics, supply chain, 4PL/control tower, or governance roles.
• At least 3 years managing senior customer relationships and governance.
• Proven customer success or account management track record.
• Strong analytical skills with KPI dashboards and trends.
• Experience with KPI frameworks and business reviews.

Responsibilities

• Own the customer relationship including retention and expansion.
• Lead growth discussions using operational data and insights.
• Maintain governance cadence with weekly, monthly, and quarterly reviews.
• Translate performance and readiness risks into actionable recommendations.
• Drive cost-saving and value-realization initiatives.
• Coordinate internal stakeholders across regions and functions.

Skills

Strategic relationship management

Governance & performance management

Data-driven insights

Continuous improvement leadership

Deployment & service governance

Multi-stakeholder alignment

Customer communication & influence

Escalation & exception management

Commercial & value orientation

Collaborative & adaptable

Customer-centric & results-driven

Education

Bachelor’s degree in Supply Chain/Logistics/Business admin or related

Tools

SAP S/4HANA

Job description

Career Opportunities: Customer Success Manager (4494)

Requisition ID4494-Posted09/09/2026-Operations- Job Location (country) (1) - Job Location (region) (1)

Customer Success Manager (Control Tower)

Location : 6300 North River Road, Rosemont, IL. Hybrid position, candidates must be within a reasonable commuting distance of the office.
Reporting to: Global Head of Supply Chain Solutions

We are looking for a Customer Success Manager to play a pivotal role in an exciting new journey for OIA Global. Working alongside the Program Manager, you'll help establish the operational foundation, governance framework, reporting structure, and customer engagement model that will drive long-term success. This is an opportunity to be part of a strategic customer program implementation from the beginning, helping shape processes, build relationships, solve complex supply chain challenges, and create a world-class customer experience.

What You'll Be Doing

As a Customer Success Manager, you will help shape and support a next-generation Control Tower operation for a strategic customer. Working alongside the Program Manager and cross-functional teams, you will champion customer success, drive operational performance, and proactively solve challenges to ensure the program delivers outstanding results from day one.

You will:

Support the Control Tower Launch & Growth

• Partner with the Program Manager to support the implementation and ongoing development of the Control Tower.
• Help establish KPIs, reporting, governance processes, SOPs, and customer review routines.
• Support onboarding, operational readiness, and continuous improvement initiatives.

Build Strong Customer Partnerships

• Develop trusted relationships with customer stakeholders across operational and management levels.
• Act as a key day-to-day contact for operational performance and service-related matters.
• Proactively addressing customer needs and ensure timely communication and follow-up.

Drive Performance & Insights

• Monitor customer KPIs and operational performance.
• Support regular business reviews and performance discussions.
• Identify trends, risks, and opportunities, providing actionable recommendations to improve outcomes.

Solve Problems & Improve Operations

• Coordinate issue resolution, root cause analysis, and corrective actions.
• Partner with cross-functional teams to address operational, process, and system challenges.
• Drive a proactive approach to service excellence and continuous improvement.

Support Customer Growth

• Identify opportunities to enhance customer value and operational effectiveness.
• Support commercial initiatives and solution development where appropriate.
• Collaborate with Sales and Commercial teams to contribute to the long-term success of the customer relationship.

Key Requirements

This role requires a strong understanding of SAP-enabled order management and supply chain processes. Candidates without significant SAP order management experience are unlikely to be successful in this role.

• 3+ year experience in Supply Chain, Logistics, 4PL, Control Tower, or Operations Transformation roles
• Experience working across multiple regions and functions
• Proven track record of managing and growing key accounts
• Experience managing executive stakeholder relationships
• Proven ability to manage risks, dependencies, and change in complex environments

Preferred Qualifications

• Bachelor's degree in Supply Chain, Logistics, Business, Engineering, or related field
• PMP, PRINCE2, MSP, or similar certification
• Experience in AI infrastructure, technology deployment, manufacturing, inventory management, or global order orchestration
• Exposure to 24/7 operational environments and Control Tower operations

Physical Requirements:

• Sitting or standing for extended periods during office work or site visits
• Ability to lift and carry up to 10 lbs.
• Regular use of computer and telephone systems
• Occasional use of stairs or extended walking across warehouse yards

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive. Duties and responsibilities may change based on business needs.

What we can offer you

At OIA Global, you'll have the opportunity to make a meaningful impact while developing your career in a collaborative, innovative, and customer-focused environment.

We offer:

• Training and development
• Friendly, fun and relaxed culture
• Competitive remuneration and benefits package including bonus incentive
• Access to OIA University 1000’s of courses for personal and professional development
• Milestone recognition and participation various employee recognition competitions

OIA Global is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. We offer an exciting and growth-oriented work environment, and OIA employees enjoy competitive salaries and excellent benefits.

FLSA Status: Exempt

Ready to Make an Impact?

If you're passionate about transforming supply chains, excel at leading complex programs, and have the SAP Order Management expertise to drive success, we'd love to hear from you.

Click apply to go through to the OIA Global website for more details.