Customer Relationship Manager

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Job Description:

Together we are Marken UPS Healthcare Precision Logistics.As the clinical and advanced therapy part of UPS Healthcare we reach patients faster with greater scalability and access to new pathways throughout the supply chain. With our One UPS advantage and comprehensive service portfolio including Polar Speeds in-network pharmacies we are optimally positioned to keep our clients competitive in an increasingly complex market.

Job Description

The Customer Relationship Manager is responsible for leading a 24/7 transportation control tower supporting timecritical highvalue and missioncritical logistics operations. This role owns realtime visibility proactive exception management and orchestration across multimodal transportation networks to ensure ontime compliant and customeraligned execution. The Manager bridges strategic service design with daytoday operational control enabling rapid decisionmaking risk mitigation and continuous performance improvement across internal teams and external partners.

Key Responsibilities

Control Tower Leadership & Operations

• Lead and oversee the endtoend operations of a centralized transportation control tower supporting timecritical shipments (e.g. sameday nextday JustinTime temperaturesensitive or highrisk movements).

• Ensure continuous monitoring rapid intervention and escalation management for shipments across air ground express courier and specialty transport modes.

• Establish and enforce standard operating procedures (SOPs) for realtime visibility exception handling communication protocols and afteraction reviews.

• Ensure 24/7 operational readiness including staffing models shift coverage training and resilience planning.

Exception Management & Risk Mitigation

• Own proactive identification prioritization and resolution of transportation exceptions (e.g. delays missed connections weather disruptions capacity constraints regulatory holds).

• Lead realtime decisionmaking to reroute recover expedite or escalate shipments to protect service commitments and customer impact.

• Maintain risk frameworks for timecritical logistics including contingency playbooks lane risk scoring and escalation thresholds.

• Lead root cause analysis and corrective action planning for service failures and near misses.

Strategy Alignment & Network Orchestration

• Translate customer service expectations and business priorities into control tower operating models and execution rules.

• Partner with network planning procurement and operations teams to influence carrier strategies capacity planning and lane design based on control tower insights.

• Act as the operational voice in strategic initiatives (new customer onboarding network changes system implementations and service expansions).

Performance Management & Analytics

• Define track and report key performance indicators (KPIs) such as ontime delivery recovery success rate dwell time costtorecover and customer satisfaction.

• Leverage realtime dashboards predictive alerts and historical analytics to drive datadriven decisions.

• Establish performance reviews with carriers vendors and internal teams using control tower data to drive accountability and improvement.

Technology & Visibility Enablement

• Own operational adoption and optimization of control tower technologies (TMS realtime tracking platforms alerting tools analytics dashboards).

• Partner with IT and solution design teams to define requirements enhance automation and improve visibility data quality and decision support.

• Ensure system workflows align with SOPs and support rapid execution rather than administrative delay.

Customer & Stakeholder Engagement

• Serve as a senior escalation point for customers during critical events or highimpact disruptions.

• Provide clear concise and confident communication to customers and executives during exceptions and recovery efforts.

• Participate in customer business reviews demonstrating value through control tower insights performance trends and improvement initiatives.

Leadership & Talent Development

• Lead coach and develop control tower managers supervisors and analysts.

• Foster a culture of urgency accountability collaboration and continuous improvement.

• Ensure team members are trained in timecritical logistics decisionmaking under pressure and customercentric service delivery.

Qualifications

Required

• Bachelors degree in Supply Chain Logistics Operations Business or a related field (or equivalent experience).

• 8 years of progressive experience in transportation operations control tower management or timecritical logistics environments.

• Demonstrated experience leading realtime operations with high service level expectations.

• Strong crisis management decisionmaking and escalation leadership capabilities.

• Proven ability to lead crossfunctional teams and influence without direct authority.

• Advanced communication skills including executive and customerfacing situations.

Preferred

• Experience in healthcare clinical trials aerospace service parts or other missioncritical logistics sectors.

• Familiarity with global transportation regulations (IATA TSA customs temperaturecontrol compliance).

• Experience implementing or optimizing TMS and realtime visibility platforms.

• Lean Six Sigma or continuous improvement certifications.

Core Competencies

• TimeCritical Decision Making

• RealTime Exception Management

• Network Orchestration & Multimodal Logistics

• Risk & Contingency Planning

• DataDriven Performance Management

• Executive & Customer Communication

• Crisis Leadership & Operational Resilience

• People Leadership in HighPressure Environments

Employee Type:

UPS is committed to providing a workplace free of discrimination harassment and retaliation.

Other Criteria:

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Basic Qualifications:

Must be a U.S. Citizen or National of the U.S. an alien lawfully admitted for permanent residence or an alien authorized to work in the U.S. for this employer.