Program Manager or Client Success in Last Mile Logistics

Program Manager

Key Responsibilities

Client Engagement & Relationship Management

• Serve as the

  primary liaison

  for assigned enterprise/key accounts.
• Understand client goals, pain points, and SLAs to align delivery excellence.
  
• Conduct regular review calls, build strong rapport, and ensure high client satisfaction.
  
• Handle escalations, service recovery, and real-time support.
  

Program Management & Delivery Oversight

• Design, launch, and manage high-impact programs across multiple hubs/zones.
  
• Ensure

  timely execution

  of operational deliverables and performance KPIs.
• Collaborate with cross-functional teams Tech, Ops, Supply, Finance – to resolve bottlenecks.
  
• Track project milestones, dashboards, and success metrics.
  

Performance & Reporting

• Analyze data to track SLA adherence, operational efficiency, and client KPIs.
  
• Present insights and recommendations during business reviews (QBRs/MBRs).
  
• Ensure continuous improvement through structured problem-solving (e.g., RCA, Pareto).
  

Internal Stakeholder Collaboration

• Align with internal teams on client expectations and operational changes.
  
• Drive efficiency in delivery processes and SOP adoption at ground level.
  

Key Skills Required

• Strong Client Handling & Stakeholder Management
  
• Program/Project Management (preferably in fast-paced B2B setup)
  
• Excellent Communication & Problem Solving
  
• Data Analysis (Excel, SQL/Google Sheets)
  
• Strong Organizational & Time Management Skills
  
• Exposure to CRM Tools, Jira/Asana/Trello (preferred)
  

Preferred Background

• Prior experience in logistics, supply chain, SaaS account management, or B2B delivery solutions
  
• Experience managing enterprise or strategic clients
  
• Working knowledge of SLA-driven environments and operational KPIs