Program Manager Customer Service

WHO WE ARE

KNAPP brings new technology to warehouse automation.

The KNAPP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, specializing in the sectors healthcare, fashion/apparel, general retail, food retail, industry and service. We live and breathe automation. We – more than 8,000 employees of the KNAPP Group in over 60 locations worldwide, shaping the future-oriented industry of intralogistics – are dedicated to making complexity simple.

One of KNAPP’s primary goals is to use continuous innovation to drive warehouse automation forward, always with the specific needs of the customers in mind. KNAPP Group’s unrelenting development activity is evident in everything from automated order picking systems and continuing refinement of container handling technology to its state-of-the-art, industry leading software solutions.

WHAT YOU GET TO DO

This position supports the delivery of existing services and Customer Service projects for the key account, ensuring execution against schedule, quality, budget, and customer satisfaction targets. The Program Manager coordinates day-to-day program activities across internal teams and external stakeholders, maintains program governance and documentation, and drives disciplined follow-up to keep workstreams on track in alignment with the Director - WP.

Important Note: Candidates should have direct experience managing customer delivery, operational performance, or service programs in automated warehouse environments.

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Coordinate execution of program services and projects; track milestones, deliverables, and commitments.
• Support end-to-end service coordination across suppliers, Service Desk, SW Service Delivery, Resident Service teams, and Spare Parts.
• Establish and maintain operating cadence (status reviews, milestone readiness, action tracking) and ensure timely follow-through.
• Support internal and external stakeholder management through clear communications, meeting preparation, and documented outcomes.
• Support project/service lifecycle activities (start, planning, implementation, controlling, escalation support, closure).
• Enable effective handoffs and know-how transfer across service lifecycles; support lessons learned capture.
• Align goals with team members and stakeholders; monitor progress, dependencies, and constraints.
• Create, maintain, and validate program documentation (schedules, release layouts, specifications, reports, minutes, action logs).
• Coordinate required approvals (customer, supplier, internal) and retain audit-ready documentation.
• Maintain program records in the IT landscape (appointments, master data, documents) with version control.
• Maintain RAID discipline: identify, document, and track risks, issues/claims, and CRs, including cost/impact visibility.
• Provide regular status reporting (cyclical and ad hoc) to internal and external stakeholders; escalate deviations early with options.
• Support solution development by consolidating inputs, analyzing options, and preparing decision material aligned to cost/date/quality.
• Support service delivery evidence and prerequisites for payment flows; follow up to close gaps.
• Support customer communications related to contractual services as assigned; ensure documentation reflects delivered scope.
• Support compliance with quality guidelines (e.g., handover portal, error cost discipline) and reinforce consistent execution.
• Support compliance with KNAPP processes within the team, especially processing and quality management processes.
• Contribute operational support for key milestones (handover, implementation, QBR preparation) and steering group preparation as assigned.
• Promote effective use of tools and standards to improve efficiency, transparency, and execution reliability.
• Any other duties or requirements as assigned by leadership.

WHAT YOU HAVE

• 5+ years direct experience in project/program management, service delivery, operations, or a similar role.
• Excellent verbal and written communication skills.
• Strong stakeholder coordination skills across internal teams and external partners/customers.
• Excellent English language skills.
• Professional questioning and listening skills.
• Proactive, accountable, and highly organized with strong attention to detail.
• Good judgment; flexible, adaptable, and able to perform under pressure.
• Team player with a continuous-improvement mindset.

Working Conditions and Environment:

• Authorization to work in the U.S.
• Passport or ability to obtain passport.
• Professional office etiquette is required at all times.
• Travel required up to 30–40% of the time including both domestic and international travel.

WHAT YOU WILL GET

• 2 remote days per week when in office
• Half day Fridays when in office
• A beautiful new, state-of-the-art, office complex in Kennesaw, GA
• Industry competitive compensation
• Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
• 401k with a very generous employer match and no vesting!
• Paid Vacation & Holidays
• Profit Sharing
• Paid Parental Leave
• Subsidized Daycare
• Tuition Reimbursement
• Pet Insurance
• Subsidized food delivery
• Monthly celebrations
• Quarterly employee events
• Corporate Social Responsibility including recycling, sustainability and volunteering

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.

Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required. All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”