Program Director Customer Service

We need to output HTML fragment with sections: About the role? Actually the posting includes "Who We Are", "What You Get To Do", "Essential Functions and Responsibilities", "What You Have", "Working Conditions and Environment", "What You Will Get". We need to use headings

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. But we should only include sections when posting has real specific content. The headings we can use: maybe "About the role" corresponds to "What You Get To Do"? Or "Responsibilities" corresponds to "Essential Functions and Responsibilities". "Requirements" or "Qualifications" corresponds to "What You Have". "Skills" maybe part of that. "Benefits" corresponds to "What You Will Get". "Pay" maybe not present (no specific salary). "Schedule" maybe not present (though mentions remote days, half day Fridays). That could be schedule info. We should include Schedule if present: remote days, half day Fridays. So we can include Schedule section. We must not repeat job title as heading. No Job ID. Remove boilerplate like EEO, drug-free etc. Also remove navigation etc. We need to preserve all substantive info. We need to output only HTML fragment, no /, no markdown fences. We need to use

for section headings,

• for any list of duties/requirements/benefits, and

  for prose. We need to decide structure: maybe sections: About the role (What You Get To Do), Responsibilities (Essential Functions and Responsibilities), Requirements (What You Have), Benefits (What You Will Get), Schedule (remote days, half day Fridays). Also maybe Working Conditions and Environment could be part of Requirements? But we could include as a separate section like "Working Conditions". However allowed headings list includes only those specific ones; but we can still use other headings? The instruction: "use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., implying those are examples; we can use those headings. Probably we should stick to those. So we need to map content to those headings. Thus: - About the role: summary of role purpose: "The Program Director is a senior leader responsible for the end-to-end success of major customer service programs within the MHE industry..." etc. Could be from "What You Get To Do". We'll put that as prose. - Responsibilities: list of essential functions/responsibilities. We'll extract bullet points from the long list. Use

  • . - Requirements: education/experience etc from "What You Have". Could also include skills. We'll put as list. - Benefits: from "What You Will Get". List. - Schedule: remote days, half day Fridays. Could be a short prose or list. We must not include Pay if not specified. No Pay section. We must not include placeholder text. We need to preserve all substantive information: include details like travel up to 50%, physical requirements, authorization to work in US, passport, etc. Those could go under Requirements or maybe a separate section like "Working Conditions". But we don't have a heading for that; maybe we can include under Requirements as part of qualifications? Or we could create a section "Working Conditions" but not in allowed list; risk. Better to incorporate into Requirements or maybe a separate section "Requirements" includes those. We need to ensure we don't omit any substantive info: Who We Are section maybe not needed as it's company overview; but we might include as About the role? Actually "Who We Are" is company description; could be omitted? The instruction: preserve ALL substantive information; do not invent or summarize away detail. So we need to keep the "Who We Are" paragraph somewhere. Could be part of About the role? But About the role is about the job, not company. However we could include a section "About the company" but not in allowed headings. But we could embed it in About the role as a preamble? Might be okay. The instruction says use headings for section headings (e.g. About the role, Responsibilities...). It doesn't forbid other headings, but says use

    for section headings (e.g. those). Likely they expect only those headings. But we need to preserve Who We Are info; we could put it in a

    before any heading? The instruction: Output ONLY the HTML fragment. It didn't say we must have headings for everything; we can have paragraphs outside headings. So we can include a

    for Who We Are before the first heading. Thus structure:

    Who We Are ...

    About the role

    ... (What You Get To Do)

    Responsibilities

    • ... list items ...

    Requirements

    • ... education, experience, skills, etc.

    Benefits

    • ... benefits list

    Schedule

    2 remote days per week; half day Fridays.

    We need to ensure we don't include boilerplate like EEO, drug-free, etc. Remove those paragraphs. We need to ensure we don't include navigation, cookie, legal, etc. Now extract content. Who We Are paragraph: "KNAPP brings new technology to warehouse automation. The KNAPP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, specializing in the sectors healthcare, fashion/apparel, general retail, food retail, industry and service. We live and breathe automation. We, more than 8,000 employees of the KNAPP Group in over 60 locations worldwide, shaping the future-oriented industry of intralogistics are dedicated to making complexity simple. One of KNAPP’s primary goals is to use continuous innovation to drive warehouse automation forward, always with the specific needs of the customers in mind. KNAPP Group’s unrelenting development activity is evident in everything from automated order picking systems and continuing refinement of container handling technology to its state-of-the-art, industry leading software solutions." We'll keep that as a paragraph. About the role: from "What You Get To Do": "The Program Director is a senior leader responsible for the end-to-end success of major customer service programs within the MHE industry. This role oversees cross-functional service delivery, strategic account management, financial performance, and customer satisfaction. The Program Director serves as the escalation point for high-impact issues, including after-hours and weekend support, while driving continuous improvement and accountability across all aspects of the program." We'll put that as paragraph. Responsibilities: need to extract bullet list from "Essential Functions and Responsibilities". The text is long with many sentences. We need to break into list items. We'll create items for each major bullet: Program & Operational Leadership, Customer Account Management, Escalation & After-Hours Support, Financial Ownership, Team Leadership, Reporting & Analytics. Also maybe include sub-items? But we can keep high-level. We'll create
    • Program & Operational Leadership: Lead and manage complex customer programs involving Resident Services, Spare Parts, Preventive Maintenance, Service Desk, and Account Management teams. Ensure service delivery meets or exceeds contractual KPIs, SLAs, and safety standards. Own the program lifecycle from planning through execution, stabilization, and continuous improvement. Organization and further development of the team in collaboration with the specialist departments. Definition of roles & responsibilities, the organizational chart and communication channels Leading the team towards organizational goals Management of internal and external stakeholders Creation, monitoring and validation of project documents (e.g. schedule, release layouts, specifications, etc.) together with project team members System maintenance of all documents in the IT landscape (appointments, master data, documents, etc.) Cyclical determination of the project status together with team members and stakeholders. Responsibility for compliance with standards and ongoing monitoring of implementation Responsibility for compliance with the KNAPP processes within the team, especially the processing and quality management process.
    Similarly for others. But we need to avoid overly long li? It's okay. We'll also include details like "Obtaining all required approvals (customer, supplier, etc.). Documentation and customer communication of contractual services" under Customer Account Management. Escalation & After-Hours Support: "Serve as the senior point of escalation for customer issues, including high-severity incidents and service disruptions. Provide leadership and support during after-hours and weekend escalations to ensure timely resolution and communication. Coordinate with internal teams to implement corrective actions and root cause analysis." Financial Ownership: "Own full P&L responsibility for assigned programs. Drive cost control, revenue growth, and margin improvement across the service portfolio. Collaborate with Finance and Sales to manage budgets, forecasts, invoicing accuracy, and contract compliance. Triggering, tracking and ensuring all payment flows for services, including appropriate measures in the event of failure. Continuous risk, claim and CR management and documentation of corresponding costs." Team Leadership: "Lead cross-functional program teams and provide coaching to Program Managers, Account Managers, and support leads. Align resource planning with program demands and customer expectations. Promote a culture of accountability, performance, and customer-centricity. Decision preparation for making the decision according to the cost/date/quality criteria." Reporting & Analytics: "Track and report on program KPIs, customer satisfaction, and operational performance. Use data to identify trends, risks, and opportunities for improvement. Present program performance and strategy updates to internal leadership and customers. Preparation of progress reports together with team members, cyclical and situation-dependent reporting to internal and external stakeholders Transfer of know-how to the parent organization together with team members and representatives of the parent organization (lessons learned) Compliance and implementation of quality guidelines (e.g. handover portal, error costs, etc.) Regular coordination within the team with a focus on status, upcoming milestones, adjustments, implementation of quality guidelines Participation in external steering groups Bringing own knowledge and experience into the project work of your colleagues, willingness to provide technical and logistical assistance and support in the preparation and implementation of important milestones such as handover, implementation, QBR" We'll keep as one li. Now Requirements: from "What You Have": "Bachelor’s Degree in Business Administration or Supply Chain, MBA in Business Operations preferred, plus 10+ years direct experience in project management or similar role or equivalent combination of education, experience and training. 5+ years experience leading a team Proven track record of managing strategic customer accounts and delivering operational excellence. Strong financial acumen, with experience managing program budgets and P&L. Excellent verbal and written communication skills Demonstrated knowledge of KNAPP and third-party products Excellent English language skills In depth contract knowledge Professional questioning and listening skills Proactive and accountable Strong attention to detail Good judgment Flexible and adaptable Team player Ability to work well under pressure" Also "Working Conditions and Environment: Authorization to work in the U.S. Passport or ability to obtain passport. Professional office etiquette is required at all times. Travel required up to 50% of the time including both domestic and international travel. Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting to 50 pounds." We can include those as list items under Requirements as well. Thus Requirements list items: - Bachelor’s Degree in Business Administration or Supply Chain, MBA in Business Operations preferred, plus 10+ years direct experience in project management or similar role or equivalent combination of education, experience and training. - 5+ years experience leading a team - Proven track record of managing strategic customer accounts and delivering operational excellence. - Strong financial acumen, with experience managing program budgets and P&L. - Excellent verbal and written communication skills - Demonstrated knowledge of KNAPP and third-party products - Excellent English language skills - In depth contract knowledge - Professional questioning and listening skills - Proactive and accountable