Senior Program Director - Customer Service & Programs

KNAPP; Kennesaw (GA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Tuition reimbursement

Pet insurance

401k with generous match

Paid vacation & holidays

Profit sharing

Subsidized food delivery

Monthly celebrations

Quarterly employee events

CSR volunteering

Job summary

KNAPP in Kennesaw, GA is seeking a Program Director Customer Service to lead end-to-end major service programs in the MHE industry, overseeing cross-functional delivery, account management, and program governance.

You will own KPI performance, drive improvements, manage budgets and P&L, build executive relationships with customers, and lead teams toward high-quality, on-time outcomes, including after-hours escalation when needed.

Qualifications

• Bachelor’s Degree in Business Administration or Supply Chain is preferred.
• MBA in Business Operations is advantageous.
• 10+ years direct experience in project management or similar role.

Responsibilities

• Lead complex customer programs across services and account management.
• Ensure service delivery meets KPIs, SLAs, and safety standards.
• Own the program lifecycle from planning through execution and continuous improvement.
• Coordinate with internal teams and manage stakeholders.
• Own full P&L responsibility for assigned programs and drive cost control.
• Provide escalation support during after-hours and weekend events.

Skills

Executive comms

P&L management

Program management

Customer relationships

Cross-functional

Contract knowledge

Team leadership

Budgeting

Strategic planning

Risk management

Education

Bachelor’s Degree in Business Administration or Supply Chain

MBA in Business Operations

10+ years PM experience

Job description

KNAPP in Kennesaw, GA is seeking a Program Director Customer Service to lead end-to-end major service programs in the MHE industry, overseeing cross-functional delivery, account management, and program governance.

You will own KPI performance, drive improvements, manage budgets and P&L, build executive relationships with customers, and lead teams toward high-quality, on-time outcomes, including after-hours escalation when needed.