Customer Program Manager San Francisco, CA

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The Customer Program Manager is responsible for leading and optimizing customer-focused logistics operations ensuring high service quality operational efficiency and strong customer satisfaction across air and/or ocean freight services. The role acts as the primary bridge between customers operations and commercial teams driving execution excellence and continuous improvement.


Key Responsibilities:

Act as the primary operational contact for assigned customers ensuring service delivery meets agreed KPIs and SLAs
Monitor customer performance satisfaction levels and proactively resolve service issues
Lead regular customer reviews (QBRs/MBRs) in partnership with Sales and Key Account teams
Ensure consistent communication on shipment status escalations and service improvements
Oversee end-to-end shipment execution (import/export) across air and/or ocean freight
Ensure compliance with DGF operational standards SOPs and regulatory requirements
Coordinate with internal teams (Gateway Brokerage Warehouse Transport) to ensure seamless execution
Drive operational efficiency cost control and productivity improvements
Manage customer-specific SOPs ensuring alignment across all stakeholders
Identify operational gaps and implement continuous improvement initiatives
Support implementation of new business transitions or customer onboarding
Ensure data accuracy in systems (e.g. shipment milestones billing reporting)
Support revenue and profitability targets through cost control and operational efficiency
Monitor shipment profitability accessorial charges and billing accuracy
Collaborate with Finance/AR teams to resolve disputes and improve cash collection
Work closely with Sales Key Account Management and Product teams to support growth
Act as the voice of the customer internally ensuring alignment across functions
Coordinate with regional/global teams for multinational customer programs
Lead and develop Customer Operations specialists or coordinators
Set clear performance objectives aligned to KPIs and customer expectations
Promote a customer-centric high-performance culture