Program Assurance Manager

About the Role

The Customer Program Assurance Manager is responsible for ensuring a dedicated customer program operates as designed, configured correctly, and consistently delivers the expected service level. This role sits within Customer Success, serving as the quality and operational assurance lead for the customer program and managing the Customer Success Managers dedicated to the account.

Responsibilities

• Program Assurance & Quality:
  • Conduct ongoing reviews of customer shipments to ensure compliance with requirements.
  • Review configurations, workflows, monitoring, device settings, and program parameters for accuracy.
  • Identify and resolve configuration errors, process gaps, and operational issues.
  • Validate alerts, workflows, and monitoring processes.
  • Perform audits and spot checks to identify trends and systemic issues.
  • Confirm correct implementation of program changes.
  • Maintain visibility into open issues and corrective actions.
  • Establish and maintain customer-specific quality standards and review processes.
• Customer Program Leadership:
  • Develop deep understanding of customer’s supply chain and program objectives.
  • Serve as subject matter expert for the customer’s Overhaul program.
  • Evaluate program performance against expectations.
  • Identify opportunities to improve workflows and processes.
  • Support implementation of new workflows and program changes.
  • Partner with the account team on reviews, reporting, and strategic initiatives.
  • Support investigation of significant customer incidents.
• CSM Team Management:
  • Manage regional Customer Success Managers dedicated to the customer.
  • Set expectations, goals, and performance standards.
  • Conduct one-on-ones, coaching, and performance reviews.
  • Ensure consistent processes and communication across regions.
  • Prioritize work based on customer risk and program needs.
  • Support onboarding and training of new team members.
  • Maintain accountability for customer commitments.
• Cross-Functional Partnership:
  • Work with Operations and monitoring teams to validate execution.
  • Partner with Product and Engineering on system enhancements.
  • Collaborate with internal teams to improve processes.
  • Advocate for customer requirements while balancing scalability.

Qualifications

• 5+ years of experience in Customer Success, logistics, supply chain, security, operations, or program management.
• Prior people management experience, including coaching and performance management.
• Experience supporting complex or global enterprise customer programs preferred.
• Strong understanding of logistics operations and shipment visibility.
• Ability to identify operational gaps and drive cross-functional resolution.
• Strong analytical skills and attention to detail.
• Ability to manage people and complex programs simultaneously.
• Strong communication and collaboration skills.
• Comfortable challenging existing processes and identifying improvements.

Preferred Experience

• Experience in supply chain visibility, transportation technology, or logistics.
• Experience with IoT devices, telematics, or shipment monitoring.
• Experience managing embedded Customer Success teams.
• Experience with global customer programs spanning multiple regions and modes.

Benefits

• Top employee health and well-being benefits
• 401(k) Matching
• Caregiver/adoption/family leave
• Employee Assistance Program
• Self-paced Development & Training program
• Rotating company ‘Perks at Work’ program
• Flexible PTO policy
• Business casual dress

Our Culture

Guided by core values of Diversity and Synergy, Creativity, Problem Solving, Authenticity and Receptivity, Trust, Encouragement, Teaching and Learning, Wellness, and Integrity, we recruit talent aligned with our mission and culture. We value individuals who challenge themselves, deliver results, and contribute positively to our global team.