Customer Service Program Manager

Job Summary:

The Customer Service Program Manager plays a pivotal role in driving strategic initiatives, improving operational efficiency, and ensuring seamless coordination across departments. This individual will lead key projects within the Commercial Operations function-most notably, the implementation and optimization of the company's ERP system-while fostering collaboration among Sales, Finance, Marketing, Operations, IT, and other teams. The ideal candidate combines strong program/project management and analytical skills with a leadership mindset and a passion for cross-functional teamwork.

Duties & Responsibilities:

• Project Leadership & Execution
  
  
  
  • Lead and manage end-to-end ERP implementation and process improvement projects within the Customer Service function, serving as the primary liaison between business users and technical teams.
  • Develop project plans, define milestones, manage timelines, and ensure successful delivery of all project components.
  • Coordinate and align cross-departmental efforts to ensure consistent communication and goal alignment.
  
  
• Cross-Functional Collaboration
  
  
  
  • Partner with Sales, Finance, Marketing, Supply Chain, and IT to streamline processes and enhance data flow across systems.
  • Facilitate collaboration sessions and ensure stakeholders are informed, aligned, and engaged throughout project lifecycles.
  • Act as a liaison between Customer Service leadership and other business units to ensure organizational priorities are supported.
  
  
• Operational Excellence & Process Improvement
  
  
  
  • Identify gaps and inefficiencies in existing Customer Service workflows, systems, and processes; recommend and implement scalable improvements.
  • Develop and document standard operating procedures (SOPs) for Customer Service functions, particularly around systems and data processes.
  • Support change management efforts tied to new system rollouts and operational transformations.
  
  
• Analytics & Reporting
  
  
  
  • Utilize data and KPIs to assess service levels, order accuracy, and operational performance.
  • Translate insights into actionable recommendations for leadership and cross-functional partners.
  • Ensure data integrity and alignment between ERP and CRM systems.
  
  
• Cross-Training & Team Development
  
  
  
  • Cross-train with other Customer Service (e.g., Installation Support, Customer Master, Customer Service) to build broad functional knowledge.
  • Provide guidance and training to team members or project contributors as needed.
  
  
• Leadership & Stakeholder Management
  
  
  
  • Lead meetings, manage stakeholder expectations, and communicate progress to department heads.
  • Champion collaboration, accountability, and continuous improvement across all Sales Operations initiatives.
  
  

Minimum & Preferred Qualifications and Experience:

Minimum Qualifications:

• 3-5 years of progressive experience in Customer Service, Operations, Program/Project Management roles.
• 2+ years of ERP implementation or system integration experience
• Proven success leading cross-functional projects.
• Experience in process design, optimization, and change management within a customer-centric environment.
• Exceptional communication and interpersonal skills - able to influence and collaborate across all levels of the business.

Preferred Qualifications:

• Strong understanding of project management methodologies.
• Skilled in timeline management, resource allocation, and stakeholder engagement.
• Proficiency with ERP systems (Oracle).
• Ability to translate business requirements into system and process solutions.

Education:

Bachelor's degree preferred.

Physical requirements/Work Environment

This position primarily works in an office environment. It requires frequent sitting, standing, and walking. Daily use of a computer and other computing and digital devices is required. May stand for extended periods when facilitating meetings or walking in the facilities. Some local travel is necessary.

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.