Senior Program Manager, Customer Performance & Quality

Noatum; Washington (District of Columbia); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Permanent contract

Flexible benefits plan

Birthday and holidays off

Flexible work schedules

Professional growth opportunities

Collaborative & international team

Corporate university training

Job summary

Noatum Logistics in Washington, DC is seeking a Program Manager to lead International Supply Chain customer programs, ensuring service excellence, retention, and continuous improvement across governance, risk, and performance.

You will coordinate across Operations, Product, Commercial, and Shared Services to align contracts and SLAs with customer expectations, driving value and growth for global accounts. Strong leadership and analytical skills are required.

Qualifications

• Bachelor’s degree in related field required or equivalent experience.
• Experience leading international customer programs in 3PL/4PL or global logistics.
• Strong analytical and problem solving with data-driven decision making.
• Excellent communication and relationship-building with executives.

Responsibilities

• Own primary point of contact for ISC customer programs and governance.
• Develop trusted relationships with customer stakeholders and executive sponsors.
• Coordinate across Operations, Control Towers, Shared Services, Product, and Commercial teams.
• Lead governance meetings, service reviews, and Quarterly Business Reviews (QBRs).
• Monitor contractual commitments, SLAs, and customer-specific requirements.
• Drive root cause analysis and corrective actions to resolve issues and improve service.

Skills

Program management

Stakeholder management

Cross-functional collaboration

Governance & QBRs

Root cause analysis

Continuous improvement

Excel / PowerPoint

International logistics

Education

Bachelor's degree in Supply Chain Management or related field

Tools

ERP systems

MS Project

Power BI

Job description

As a global client-centered logistics operator, Noatum Logistics provides integrated value-added solutions for the supply chain of all our clients. With a vast network of offices in 27 different countries, Noatum Logistics has onsite experts to develop and execute logistics solutions tailored to meet our clients needs.

Renowned for its excellent service and specialized staff, the company has positioned itself as an industry leader, offering solutions to meet the needs of clients across various sectors. Our services include Air Freight, Ocean Freight, Road & Rail Freight, Customs Brokerage, Warehousing & Distribution, and Value Supply Chain services. The solutions offered are Integrated Supply Chain Solutions, 3PL for eCommerce business (eSolutions), Reefer/Cold Chain Logistics, and Project Cargo.

Noatum Logistics responds to different industry needs with in-depth knowledge and experience in defined industries, including Fashion & Retail, Industrial & Construction, High Tech & Consumer Electronics, Automotive, Food & Consumer Goods, Mining, Energy and Oil & Gas, Defense & Aerospace, and Pharma & Healthcare.

About The Role

We are looking for a Program Manager to join our dynamic team at Noatum Logistics. In this role, you will be responsible for managing assigned International Supply Chain (ISC) customer programs while driving service excellence, customer retention, operational performance, and continuous improvement.

The role serves as the primary point of contact and accountable owner for assigned customer relationships following implementation. The incumbent ensures contractual commitments, service level agreements, and customer-specific requirements are consistently achieved while maintaining strong alignment between customer expectations and operational execution.

Through structured customer governance, quality assurance processes, and cross-functional coordination, the role proactively identifies performance risks, conducts root cause analysis, drives corrective actions, and ensures sustainable resolution of operational issues.

The position plays a critical role in increasing customer satisfaction, strengthening long-term partnerships, supporting customer retention, and expanding the value delivered through Noatum\'s International Supply Chain solutions.

Key Responsibilities

• Serve as the primary point of contact and program owner for an assigned portfolio of ISC customers.
• Develop and maintain trusted relationships with customer stakeholders, decision-makers, and executive sponsors.
• Act as the single point of coordination across Operations, Control Towers, Shared Services, Product, Commercial, and other support functions to ensure seamless customer support.
• Lead regular governance meetings, service reviews, and Quarterly Business Reviews (QBRs).
• Monitor fulfillment of contractual commitments, service level agreements, customer-specific requirements, and operational deliverables.
• Own customer performance governance and ensure timely communication regarding operational performance, risks, and improvement initiatives.
• Coordinate and manage operational exception management processes to minimize customer impact and maintain service continuity.
• Lead escalation management activities and ensure rapid resolution of service disruptions, operational challenges, and customer concerns.
• Facilitate carrier direct allocation management decisions and cross-functional alignment during capacity constraints, supply disruptions, and priority conflicts.
• Ensure full compliance with NVOCC allocation and priority commitments, including promoting and securing spot and ad-hoc opportunities where appropriate.
• Own customer action plans and ensure commitments are executed and tracked through completion.
• Act as the customer advocate within the organization while balancing operational, financial, and strategic business objectives.
• Support customer retention efforts, contract renewals, and account growth initiatives through effective program management and value realization.
• Monitor achievement of customer-specific value propositions and strategic objectives.
• Identify opportunities to improve customer service, supply chain performance, and operational efficiency.
• Lead customer-specific continuous improvement initiatives across functions and regions.
• Develop and implement value growth initiatives that strengthen customer relationships and expand delivered value.
• Collaborate with Operations and Product teams to identify and implement process improvements.
• Benchmark best practices and facilitate adoption across customer programs and regions.
• Track realization of improvement initiatives and ensure benefits are sustained.

What We Are Looking For

• Bachelors Degree in Supply Chain Management, Logistics, International Business, Business Administration, Engineering, Operations Management, or related field.
• PMP, Lean Six Sigma, APICS/ASCM, Quality Management, or equivalent experience preferred.
• Strong proficiency in Microsoft Excel, PowerPoint, and business productivity tools.
• Experience with transportation, order management, freight forwarding, ERP, visibility, and supply chain management systems preferred.
• 7+ years of experience in supply chain, international logistics, customer program management, strategic account management, control tower operations, operational excellence, or related disciplines.
• Experience managing strategic customer relationships within 3PL, 4PL, freight forwarding, transportation management, or international supply chain environments.
• Strong understanding of international supply chain operations, transportation, inventory management, and order management processes.
• Experience leading cross-functional initiatives and coordinating matrix teams.
• Strong customer-facing experience with multinational and strategic accounts.
• Demonstrated success in identifying operational issues and driving corrective actions.
• Experience conducting root cause analysis and implementing continuous improvement initiatives.
• Familiarity with quality management principles and service performance governance.

Physical Requirements

• Noatum is committed to the full inclusion of all qualified individuals. As part of this commitment, Noatum will ensure that persons with disabilities are provided reasonable accommodations.
• The job is performed indoors in a traditional office setting. Activities include extended periods of sitting while working at a computer and occasional fast-paced operations and events.
• The employee is occasionally required to stand, walk, sit, and reach with hands and arms.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• Ability to communicate orally with customers, vendors, management, and co-workers. Regular use of the telephone, virtual meetings, and e-mail for communication. Hearing, vision, and speaking within normal ranges are essential for normal conversations, to receive ordinary information, and to prepare or inspect documents.
• Good manual dexterity for the use of common office equipment such as computers, calculators, and copiers.
• While performing the duties of this job, the employee is regularly required to sit, handle, use hands to grasp, or feel and operate a computer keyboard, mouse, and telephone keypad.

What We Offer

• Permanent Contract 70; Enjoy stability and long-term career opportunities.
• Flexible Benefits Plan 7 Choose what suits you best: Health, Dental, Vision, 401K Plan with company match.
• Celebrate Your Birthday 389 3c6 Take a day off to make your special day even better.
• 11 paid Holidays and 5 floating holidays.
• Flexible work schedules.
• Professional Growth 4bb 3c6 680 Access continuous learning and development opportunities to boost your career.
• Collaborative & International Environment 30e 4e2 Work with diverse teams and be part of a global network.
• Corporate University 3eb 3c3 0 Benefit from ongoing training programs designed to keep you ahead.

At Noatum Logistics, we guarantee equal opportunities and non-discrimination based on sex, gender, race, religion, disability, age, or sexual orientation in our selection processes. Our goal is to maximize peoples talents in all their diversity while eliminating any form of discrimination.

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