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　　Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

　　Job Description:

　　The Middle Market Program Management Supervisor is the primary day-to-day contact for numerous regional middle market / small customers not supported by the global program management team. He/She maintains day-to-day contact with clients to ensure operational execution of customer requirements, to resolve customer issues, to identify ways to improve service, and to add value to the relationship. This position acts as the local advocate and trusted business advisor. The Middle Market Program Management Supervisor is accountable for efforts to reduce customer churn. He/She identifies opportunities to expand the customer relationship, conducts quarterly business and customer review meetings, tracks program metrics and profitability, monitors client billing, and guards against scope creep in relationships. The Middle Market Program Management Supervisor collaborates with the Customer Support Manager, Regional Function Managers, and members of senior staff in the client organization. This position may manage administrative Program Management support representative who each support multiple accounts. This is not a remote position. The job location is in Tempe, AZ

　　Responsibilities and Duties

　　Identifies, resolves, and escalates issues and concerns (i.e., customer visibility systems), tracks and traces services, and monitors process improvements to ensure customer satisfaction, response tracking compliance, and high levels of service quality

　　Assists with developing requirements and managing implementation of technology and information tool enhancements to meet customer needs

　　Manages revenue retention and churn to retain customers and maintain revenue levels

　　Assists with conducting service quality surveys to ensure high levels of customer service

　　Assists with the planning of initiatives and translating high level organizational goals into business plans to meet customer and UPS goals

　　Holds others accountable to established performance levels to achieve individual and group goals.

　　Knowledge and Skills

　　Demonstrates familiarity with the core service offerings across business units and deep familiarity with product, service, and customer facing technology offerings of at least one business unit; demonstrates knowledge of competitors' offerings and the features of their products, services, and customer facing technology solutions; describes types of customers that would benefit from selected offerings; compares and contrasts UPS's and competitor's products, services, and customer facing technology solutions; able to compare and contrast the customer's experience of engaging with UPS and primary competitors across all touch-points; summarizes positive and negative gaps; develops plans to leverage advantages and correct disadvantages

　　Demonstrates a general understanding of industry and financial trends impacting UPS and/or customers’ organizations; identifies the organizational structure and functions within a business

　　Identifies cultural issues that may impact business needs or customer solutions; applies cultural sensitivity when interacting with others outside one’s own geography; leverages cultural awareness to address challenges when operating across different geographical areas; stays current on global and cultural trends

　　Develops project management plans and leads the implementation for basic projects of short duration requiring limited coordination and resources; supports initiatives with well-defined project needs and cross-functional roles/responsibilities throughout the project life cycle; manages minimal organizational resistance to cross-functional project demands; employs project management tools and technology (e.g., Microsoft Project, Program Management Group website, etc.) appropriately

　　Generates reports in appropriate format using basic software; reviews reports to ensure accuracy and completeness; identifies issues with report generation (e.g., missing variables, incorrect data, etc.)

　　Demonstrates a detailed understanding of processes, procedures, and methods within small package operations; demonstrates a broad knowledge of tools, equipment, and technology used in small package operations; identifies root causes of recurring issues; describes the general structure of small package operations

　　Identifies business areas and stakeholders impacted by customer issues; engages appropriate resources to resolve customer issues; identifies root causes to ensure problems do not recur; stays motivated despite difficult circumstances or setbacks

　　Builds and maintains relationships throughout a customer organization; makes recommendations regarding account decisions or strategies

　　Demonstrates a detailed understanding of supply chain concepts; makes recommendations for changes to solve supply chain problems

　　Able to travel moderately – Preferred

　　Experience developing and executing project management plans – Preferred

　　Experience monitoring product service standards’ compliance to ensure quality service – Preferred

　　Package Industrial Engineering and Network Planning experience – Preferred

　　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

　　Employer will not sponsor a visa for this or future positions

　　Must have a Bachelor’s Degree (or internationally comparable degree) or are you a current UPS employee with three years of UPS experience

　　Must have experience with and knowledge of common tools, equipment, and technology used in transportation operations

　　Additional Information for Internal Candidates:

　　This job is a grade 20 C.

　　The last day to apply is January 20th, 2024.

　　Employee Type:

　　Permanent

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

　　Other Criteria:

　　Employer will sponsor visas for specific positions . 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.

　　Company: UNITED PARCEL SERVICE

　　Category: Solutions Group

　　Requisition Number: R24000188

　　Location: Tempe,Arizona