CS Program Manager

About the role

At Swisslog, our teams are the heart of a world-leading Robotics company that’s harnessing the power of technology to shape the future of intralogistics. The Customer Services Program Manager leads strategic customer service initiatives, ensuring successful delivery of projects that enhance customer experience, operational efficiency, and service quality. This role bridges cross-functional teams and aligns project outcomes with organizational goals.

In this role, you will collaborate with the Customer Support organization Management team, Project teams, and other teams across the organization to optimize the use of Swisslog Logistic internal and external resources, ensuring profitability and customer satisfaction. You will drive value, standardization, cost effectiveness, and supportability of solution offerings across the Swisslog WDS Americas customer base.

Responsibilities

• Collaborate and support the CS Sales organization to manage client relationships, identify opportunities to strengthen and extend Swisslog’s business relationship.
• Act as an internal voice of the client and advocate within Swisslog while balancing the need to protect Swisslog’s reputation and profitability.
• Act as the initial escalation point for CS-related topics and coordinate Swisslog resources and efforts to resolve, requiring cross-functional collaboration (Sales, Ops, FS, and GSD).
• Collect and present relevant performance data and information for regular customer meetings and quarterly business reviews.
• Lead the Customer Service organization in:
  • Formulating issue resolution and improvement plans.
  • Project execution plans and implementing project management practices.
  • Promoting and driving a "First Time Right" and "Customer Centric" culture.
  • Identifying, documenting, and driving lessons learned and process improvements.
• Ensure project execution complies with all current realization process policies.
• Conduct assessments of associated processes regarding project management and provide guidance or tailoring based on project-specific conditions.
• Review the scope, budget, and timeline for Customer Service projects.
• Lead and manage project progress meetings and reports, providing related project KPIs.
• Track and report on overall project status, actual vs. forecasted effort, and cost.
• Determine overall project progress against objectives and KPIs.
• Identify and implement new project management tools to increase efficiency and user experience.
• Provide clarity to stakeholders and team members on the current state of projects.
• Mentor new and less experienced Project Managers.

Requirements

• 5+ years of work experience and demonstrated track record in Project Management activities.
• 3+ years of experience leading and working across diverse, cross-functional teams.
• Working knowledge of the Warehouse and Distribution business sector.
• Technology, product, or start-up experience is a bonus.
• Familiarity with a manufacturing environment.
• Formal qualification: BS or BA in Engineering (Electrical Engineering, Software Engineering, Computer Science, or similar).

Qualifications

• PMP, PMI certification (desirable).
• Scrum Master certification (desirable).
• Scrum Product Owner certification (desirable).
• MBA (desirable).

Benefits

Swisslog is a world of opportunity for people who can deliver a game-changing mission: driving the future of intralogistics through robotic and data-driven automated solutions that create exceptional customer value. Join us on this journey and be part of a global enterprise proud of its Swiss roots, united by passion and driven by the OneSwisslog team spirit.