Customer Program Manager, Integration Operations

**Job Purpose**:
**Responsibilities**:
Primary day to day interaction and contact with the customer who has responsibility for implementation and ongoing management of the customer program (25%)

Understands and executes to all contracts, master services agreement(s) and statements of work (35%)

Responsible for tracking and meeting customer program profitability goals (30%)

Monitoring and reporting adherence to contracted SLA's (10%)

**Knowledge Skills and Experience**:
>8 to 10 Years of relevant work experience

**Responsibilities**:

- In depth knowledge and complete understanding of the customer agreements and program requirements
- Identifies root cause and drives issue resolution within appropriate cross-functional teams with mínimal supervision
- Owns updating and keeping current program documentation, ongoing reporting and service level tracking
- Works closely with customer to determine needs and ensure complete understanding of program processes, procedures and information flows to ensure successful implementation and execution of program(s)
- Works with both client and internal Shyft Global Services teams to identify continuous improvement and cost savings opportunities post implementation
- Meets with customer regularly to collaborate on the program and program status(s) and leads discussions on potential program enhancements
- Provides program/project management expertise to define, develop and implement end-to-end best practices to support program requirements
- Overall customer program financial management and compliance with all governance, legal and regulatory requirements
- Identifies requests that are out of scope of the current agreement and disseminates the requirements to the appropriate resources for scoping and pricing to complete a change order
- Utilize established standards and templates for financial and profitability reporting, business review documentation, SLA tracking and other key metric tracking
- Ensuring changes to any program where scope, budget, cost, timeline is impacted, follows the documented change control process and reviews and gains approval from the business unit leader(s) and strategic account manager
- Fosters cross-departmental teams, communication and sharing of lessons learned for continual process/program improvement

Required Knowledge, Skills and Abilities:

- Able to adjust readily to change and adapt as needed
- Able to analyze and resolve complex issues and problems in a sound and timely fashion
- Able to assimilate research data from a variety of sources, analyze, and recommend appropriate courses of action to take
- Highly collaborative yet decisive to achieve goals and on-time delivery of key milestones
- Able to constructively work under stress and pressure when faced with high workloads and deadlines
- Able to create and conduct formal presentations, business reviews and financial/profitability updates
- Able to execute oral and written instructions and to request clarification when needed
- Excellent written and verbal communications and able to express ideas clearly and convey necessary information
- Demonstrated ability to breakdown complex requirements to effectively size, scope, plan and manage strategic project(s) while utilizing best practices, processes and tools
- Able to facilitate group interactions
- Able to identify areas of risk/concern in area of responsibility and effectively escalate when appropriate
- Able to identify needs and opportunities and develop action plans to address
- Able to listen attentively and foster two-way dialogue
- Able to think strategically and tactically
- Able to work independently with minimum supervision
- Knowledge and/or expertise in related area of responsibility
- Working knowledge of Shyft's services model, business and vision
- Possesses strong organizational and time management skills, driving tasks to completion.
- Ability to travel as required to support customer requirementsAble to execute instructions and to request clarification when needed.

Able to use common office equipment.

Able to demonstrate complex problem solving, critical thinking, and decision-making.

Able to recognize and attend to important details with accuracy and efficiency.

Able to perform complex mathematical calculations.

Able to communicate clearly and convey necessary information.

Able to converse and write effectively in English and other local / regional language.

Able to create and conduct formal presentations.

Able to interact effectively with higher levels of management (managers & above)

Able to negotiate skillfully and promote/sell ideas persuasively.

Understand, communicate, and collaborate effectively with people across various identities.

Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive.

Possesses strong organizational and time management skills, driving tasks to completion.

Able to adjust readily to change and adapt as needed.

Able to constructive