Client Services Program Manager

About the Role

We are seeking a Client Services Program Manager to join our Data Center/AI team on a hybrid schedule from our Dallas, TX or Duncan, SC location. The Program Manager will organize and lead a cross-functional team—including Customer Service, Scheduling, Material Planning, Purchasing, Logistics, and Manufacturing—to meet client delivery expectations and resolve logistical and operational issues promptly. This role drives improved white-glove customer service and support, enhancing overall client satisfaction.

Responsibilities

• Create reporting formats and deliver reports to key clients, covering delivery performance, quality metrics, inventory risks, manufacturing capacities, and other relevant data.
• Develop and present reports to the internal management team (Department Managers, Product Managers, Data Center Sr. Vice President, and Products Solution President) on key client account performance, including monthly highlights, inventory, lead times, on-time delivery metrics, client complaints, revenues, bookings, and backlogs.
• Establish key metric objectives with Product Managers and Department Managers, coordinating with cross-functional teams to achieve these goals.
• Run production meetings with cross-functional teams (Customer Service, Scheduling, Material Planning, Purchasing, Logistics, and Manufacturing).
• Resolve logistical, customer service, and support-related problems.
• Identify and recommend improvements to Department Managers to meet key metric objectives.
• Escalate operational issues that could negatively impact client satisfaction to the appropriate Department Managers.
• Serve as the primary internal contact for clients, providing white-glove service and support.

Qualifications

• 4-year college degree in any discipline or equivalent work experience.
• Minimum of 8 years of professional experience.
• 4 to 8+ years of supervisory/leadership experience in Customer Service (preferred).
• 4 to 8+ years of project management experience.
• Excellent oral and written communication skills.
• Willingness to travel for client meetings and visits to overseas manufacturing facilities as needed.
• Advanced/Expert proficiency in MS Excel; strong skills in other MS Office products (Word, PowerPoint, Outlook, Teams).
• Power BI knowledge is a plus.

Personal Qualities

• Strong sense of ownership and accountability.
• Highly organized with a preference for planning and efficiency.
• Self-motivated and able to work independently.
• Strong interpersonal and report-writing skills.
• Passion for client service and operational excellence.
• Ability to lead cross-functional and cross-cultural teams.
• Strong interest in performance metrics and data analysis.

Benefits

• Flexible time off policy.
• Hybrid work schedule; possible remote options for qualifying employees.
• 401K company match (up to 4%—dollar for dollar).
• Professional development, training, and tuition reimbursement programs.
• Comprehensive medical, dental, vision, and life insurance options.
• Opportunities for career advancement with an industry-leading company.