Client Program Manager
Description
POSITION SUMMARY:
The Client Program Manager supports operations processes related to day-to-day execution of client’s projects and programs that require customer specific workflows by monitoring quality, client experience, communications and process improvement initiatives. This role also supports strategic program development to grow designated Client(s) through collaboration with various stakeholders.
GENERAL DUTIES AND RESPONSIBILITIES:
(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)
- Lead and manage operational excellence for assigned client accounts
- Collaborate with Field Operations to ensure customer contractual obligations and procedures are in compliance
- Responsible for maintaining, updating and communicating all client specific program documentation to Field Operations
- Identify and facilitate new and ongoing training programs to Field Operations for assigned client account(s)
- Create client specific audit list and assist in conducting periodic audits to ensure program compliance
- Leverage FedEx’s Quality Driven Management principles to identify improvements to systems and processes to gain program efficiency and/or improve service to the customer
- Gather and report on compliance, service level, escalations, improvements and program changes to develop solutions as needed
- Serve as a primary contact for customer and internal Team Members on all operational aspects of the client program
- Collaborate with Field leadership to evaluate support for new products and services requested by the customer and assist Sales in presenting the solution to the customer
- Assist Sales in presenting challenges in meeting program compliance and in proposing alternate options
- All other duties as needed or required
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
- Bachelor’s Degree in Business or equivalent experience
- 3+ years of print production experience in a high-volume, deadline-driven environment
- 3+ years of account management / customer service experience for large client accounts
- Experience with Microsoft Office applications
- Excellent customer service, communication and organizational skills
- Periodic travel may be required
ESSENTIAL FUNCTIONS:
- Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities
- Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
- Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members
- Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
- Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
- Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
- Ability, on a consistent basis, to work within the appropriate level of independence
- Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position
Preferred Qualifications:
Pay Transparency:
Pay:
Additional Details:
Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science. Suggests areas for improvement in internal processes along with possible solutions.
- Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
- Applies Quality concepts presented at training during daily activities.
- Supports FedEx Office Quality initiatives.
FedEx Office is an Equal Opportunity Employer including, Vets/Disability.
FedEx Office will provide reasonable accommodations to qualified individuals with disabilities, including throughout the application and hiring process, if requested. Applicants who require reasonable accommodations in the application or hiring process should email HR.Recruiting@fedex.com.
FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and the New York City Fair Chance Act. The existence of a criminal record is not an automatic or absolute bar to employment and a candidate’s criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. If you are applying in Philadelphia, PA, you can click here to learn about Philadelphia’s fair chance hiring law.
For more information, click here.
