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Job Description:

Job Summary

The Program Management Supervisor serves as the primary point of contact for UPS HLD Clients. He/She ensures service reliability and execution, customer retention and growth, and a positive customer relationship with UPS. He/She facilitates performance meetings, manages standard operating procedures (SOPs) and statements of work (SOWs), and assists in identifying opportunities for account penetration. 

This position supports mid to large scale projects consisting of single/multi-site implementations with multiple products and services. He/She analyzes customer solutions and actively participates in successful solution implementation while meeting the needs of customers and the company. This position is involved in implementation model development (e.g., deployment and plan definition, scheduling of implementation phases, communication, user acceptance training, project management, reporting, etc.).  The position manages cross functional implementation teams and provides ongoing analysis of implementation projects, plans, templates, outcomes, lessons learned, and post-implementation audits as defined by the implementation Master Operating Plan (MOP).

 Key Accountabilities 

Maintains open lines of communication to ensure essential information and work expectations are clearly communicated to the staff.

Assists with monitoring costs against budgetary goals to ensure expenditures are within the budget plan.

Secures and utilizes resources within time and budget constraints to meet customer needs, to leverage capacity, and to support staff development.

Assists with the planning of initiatives and translating high level organizational goals into business plans to meet customer and UPS goals.

Manages revenue retention and churn to retain customers and maintain revenue levels.

Gathers and shares best practices in customer service to ensure high levels of customer service.

Identifies opportunities for account penetration to grow the business and to increase revenue.

Assists with Monitoring Quality Audits and Analysis

Monitors product service standards' compliance to evaluate product delivery quality, and high levels of Customer Service 

Manages issues and risks to ensure the stakeholder and sponsor-approved escalation and mitigation plans are followed.

Participates in contract reviews with legal and operations to ensure stakeholders are informed.

Designs and implements communication plans to ensure those affected by projects are informed and updated.

Follows up with assigned resources formally (e.g., status meetings, etc.) and informally to continuously manage the productivity of the team, project timelines, and deliverables.

Requirements

Bachelors Degree - Business, General Preferred

Bachelors Degree - Engineering (Other) Preferred

Strong organizational skills

Superior communication, both written and verbal

Proficient in the use of Microsoft Office products, particularly Excel and Outlook

5 - 7 years SCS Experience in similar roles - Preferred       

This advertisement will be open from 21st January 2026 to the 18th of February 2026

The base annual salary for this position will be $89,460 before tax.

Employee Type:
 

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