Program Manager

Where do people love what they do, and being great at what they do?

At Swisslog, that’s where! Our teams are the heart of a world-leading Robotics company that’s harnessing the power of technology to shape the future of intralogistics. The result? We’re transforming performance and efficiency for customers across the globe, giving them the vital edge in their markets.

The Customer Services Program Manager leads strategic customer service initiatives, ensuring successful delivery of projects that enhance customer experience, operational efficiency, and service quality. This role bridges cross-functional teams and aligns project outcomes with organizational goals.

In this role, you will collaborate with Customer Support organization Management team, Project teams and other teams across the organization.

As a CS Program Manager, you will ensure that the efforts of the CS organization are coordinated and integrated to optimize use of Swisslog Logistic internal and external resources, ensuring profitability and customer satisfaction.

The CS Program Manager will carry out the duties described in this document while ensuring that they, the Project Managers and project teams under their management are driving value, standardization, cost effectiveness and supportability of solution offerings across all customer base for Swisslog WDS Americas region.

Make an impact

• Collaborate and support the CS Sales organization to manage the client relationship, identify opportunities to strengthen & extend Swisslog’s business relationship.
• Act as an internal voice of the client \ advocate within Swisslog whilst balancing this with the need to protect Swisslog’s reputation and profitability
• Act as the initial escalation point for CS related topics and coordinate Swisslog resources and efforts to resolve.
• Collect and present the relevant performance data and information for the regular customer meetings and quarterly business reviews.
• Lead the Customer Service organization in formulating issue resolution and improvement plans and project execution plans and implementing project management practices
• Promote & drive a 1st Time Right & Customer Centric culture within the Swisslog CS organization
• Identify, document & drive lessons learned & process improvements
• Make sure that project execution complies with all current realization process policies
• Conduct assessments of any associated processes regarding all aspects of project management and provide guidance and tailoring when needed and based on project specific conditions.
• Review the scope, budget and timeline for Customer Service projects.
• Lead and Manage​ ​Project Progress meetings and Reports​, provide other related project ​KPIs
• Track & report on the overall project status, actual vs. forecasted effort and cost.
• Determine overall project progress against objectives and KPI’s.
• Identify​ ​and​ ​implement​ ​new​ ​project management ​tools​ ​to​ ​increase​ ​efficiency​ ​and​ ​user experience.
• Provide clarity to stakeholders and team members on current projects state.
• Mentor new and less experienced Project Managers

What you need to succeed

Essential

• Formal qualification: BS or BA in Engineering. Electrical Engineering, Software Engineering, Computer Science or similar
• 5+ years of work experience and demonstrated track-record in Project Management activities
• 3+ years of experience with leading and working across diverse, cross-functional teams
• Have working knowledge of the Warehouse and Distribution business sector
• Technology, product, start-up experience is a bonus. Familiarity with manufacturing environment.

Desirable

• PMP, PMI certification
• Scrum Master certification
• Scrum Product Owner certification
• MBA

• Have working knowledge of Warehouse Management Systems
• Have working knowledge of Material Flow Control Systems
• Have working knowledge of PLC controls and control logic
• Have experience in defining, procuring, installing and maintaining IT Hardware, Controls Hardware and their supporting infrastructure

Our promise to you

Swisslog is a world of opportunity for people who can deliver a game changing mission: driving the future of intralogistics, by shaping an era of robotic and data-driven automated solutions that create exceptional customer value.

Join us on this journey and you’ll be part of a global enterprise that’s proud of its Swiss roots - and hugely excited by the worldwide opportunities open to everyone in the Swisslog family. So come and realize your potential, in a team that’s united by passion and driven by the OneSwisslog team spirit.

About Swisslog

Swisslog is shaping the future of intralogistics. As part of the KUKA Group, we work on the latest technologies that are reimagining the world of logistics. We’re a team of 2,900 experts from 50 countries, serving some of the world's largest and most exciting brands. Together, we’re implementing smart and innovative approaches - including flexible robot-based and data-driven automation solutions that are transforming the supply chain. So join our team and share your unique perspective.

Join the journey!

If you think a career with Swisslog could be what you are looking for, we´d love to hear from you.

We´re looking forward to receiving your application!

Note for United States job postings (EEO statement):
Swisslog is an Equal Opportunity Employer committed to building an inclusive and diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other factor protected by applicable federal, state or local laws.