Job Title: Customer Program Manager
Job Location: Brisbane, California
The
Customer Program Manager is responsible for leading and optimizing customer-focused logistics operations, ensuring high service quality, operational efficiency, and strong customer satisfaction across air and/or ocean freight services. The role acts as the primary bridge between customers, operations, and commercial teams, driving execution excellence and continuous improvement.
Key Responsibilities:- Act as the primary operational contact for assigned customers, ensuring service delivery meets agreed KPIs and SLAs
- Monitor customer performance, satisfaction levels, and proactively resolve service issues
- Lead regular customer reviews (QBRs/MBRs) in partnership with Sales and Key Account teams
- Ensure consistent communication on shipment status, escalations, and service improvements
- Oversee end-to-end shipment execution (import/export) across air and/or ocean freight
- Ensure compliance with DGF operational standards, SOPs, and regulatory requirements
- Coordinate with internal teams (Gateway, Brokerage, Warehouse, Transport) to ensure seamless execution
- Drive operational efficiency, cost control, and productivity improvements
- Manage customer-specific SOPs, ensuring alignment across all stakeholders
- Identify operational gaps and implement continuous improvement initiatives
- Support implementation of new business, transitions, or customer onboarding
- Ensure data accuracy in systems (e.g., shipment milestones, billing, reporting)
- Support revenue and profitability targets through cost control and operational efficiency
- Monitor shipment profitability, accessorial charges, and billing accuracy
- Collaborate with Finance/AR teams to resolve disputes and improve cash collection
- Work closely with Sales, Key Account Management, and Product teams to support growth
- Act as the voice of the customer internally, ensuring alignment across functions
- Coordinate with regional/global teams for multinational customer programs
- Lead and develop Customer Operations specialists or coordinators
- Set clear performance objectives aligned to KPIs and customer expectations
- Promote a customer-centric, high-performance culture
Skills & Requirements- 5-10 years of freight forwarding/logistics experience (AFR/OFR preferred)
- Strong knowledge of end-to-end forwarding operations and customer processes
- Proven customer management and stakeholder engagement skills
- Ability to manage escalations and drive resolution under pressure
- Strong analytical and problem-solving capabilities
- Proficiency in logistics systems (e.g., CargoWise or similar)
- Excellent communication and presentation skills
Pay Range: $105,843.75 - $141,125.00+ (Based on Experience)
Benefits (All Non-Union Employees)- Compensation: Competitive base salary plus role dependent performance-based incentives.
- 401(k) Match: $1-for-$1 match up to 4% quarterly + 2% annual base contribution.
- Stock Purchase Plan: Ability to purchase Deutsche Post AG shares at a discounted rate.
- Medical: Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions.
- Vision: Optional coverage for exams, frames, and contacts.
- Dental: Optional coverage for preventive, basic, and major services.
- Paid Time Off: 7 major holidays, 8 floating holidays, and accrued vacation/sick days.
