Job Description

POSITION SUMMARY

The Supervisor of Program Service is accountable for overseeing the delivery of products and services to customers, ensuring high levels of customer satisfaction and successful program operations. This role involves supervising program service teams, coordinating cross-functional efforts, and optimizing processes to improve efficiency and service quality. The Supervisor works closely with customers and internal stakeholders to ensure that program service meets contractual obligations and business goals while fostering long-term customer relationships.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure adherence to established safety training and policies supporting a safe work environment.
• Identify the need for and evaluate the effective use of program service tools and equipment.
• Develop and implement customer program service strategies that align with business objectives and customer needs.
• Ensure that projects are delivered on time, within scope, and within budget, while meeting or exceeding customer expectations.
• Lead efforts to improve the program service process, including resource allocation, timelines, and project management methodologies.
• Implement best practices in customer communication, project management, and risk management.
• Build and maintain strong relationships with customers, serving as the primary point of contact for program service-related issues.
• Understand customer requirements and expectations, ensuring that program service teams are aligned and equipped to meet these needs.
• Proactively address and resolve customer concerns, ensuring a high level of customer satisfaction and loyalty.
• Lead, supervise, and mentor a team of program service professionals, fostering a culture of accountability, collaboration, and continuous improvement.
• Set clear performance goals, provide regular feedback, and conduct performance reviews to ensure the team meets program service objectives.
• Identify skills gaps and implement training programs to enhance the team’s capabilities.
• Oversee multiple customer program service projects and programs, ensuring that each is delivered according to plan.
• Collaborate closely with sales, product, engineering, and operations teams to ensure alignment between customer needs and internal capabilities.
• Lead initiatives to improve program service processes, focusing on efficiency, scalability, and quality.
• Use data-driven insights to identify areas for improvement in the program service process and customer experience.
• Work closely with the customer success team to ensure smooth post- program service support and engagement, driving customer retention and repeat business.
• Ensure that customers receive value from program service, fostering long-term partnerships.
• Track and report key program service metrics, such as project timelines, customer satisfaction, and program service quality.
• Provide regular updates to leadership on the performance of program service projects, team and initiatives.
• Use performance data to drive continuous improvement efforts and make strategic adjustments to program service.
• All other duties as assigned.

EDUCATION, QUALIFICATIONS, SKILLS & ABILITIES

• Minimum 5+ years of experience in program service, project management, or customer success, with a focus on supporting large, complex projects or programs.
• Proven experience in managing customer relationships and resolving delivery challenges in a customer-facing role.
• Excellent leadership and team management skills, with the ability to inspire and develop high-performing teams.
• Exceptional communication and interpersonal skills, with the ability to build strong customer relationships and collaborate across departments.
• Must have a current Medical Certificate and meet the requirements for driver selection as outlined in the Fleet Policy. Must maintain a clean driving record and be at least 21 years of age to drive a company vehicle.
• A CDL may be required for some supervisor positions
• Must pass and maintain applicable material handling equipment operation certifications.