Manager, Strategic Programs

JOB DESCRIPTION:

The Manager, Strategic Programs is responsible for leading and integrating Reindeer’s Logistics and Customer Experience functions to ensure profitable execution, rate discipline, and an exceptional end-to-end customer journey.

This role oversees:

· Rate strategy and carrier booking execution

· Shipment tracking and SLA compliance

· Customer Experience performance and service quality

Reporting to the Director, Strategic Programs, this position serves as a cross-functional leader who drives operational efficiency, margin protection, and customer satisfaction while influencing company growth, scalability, and enterprise readiness.

This is a hands-on leadership role that blends execution oversight with strategic program development to support Reindeer’s next phase of growth.

RESPONSIBILITIES Include, but are not limited to:

Customer Experience Leadership

· Lead Customer Experience Coordinators and ensure high-quality service delivery.

· Drive first-contact resolution and proactive communication standards.

· Monitor customer satisfaction, NPS, and escalation trends.

· Establish clear service-level expectations and accountability metrics.

· Oversee complaint resolution and recovery strategy.

· Ensure accurate documentation and seamless internal communication.

Logistics & Rate Strategy Leadership

• Lead team responsible for tracking market rates and pricing trends across all service lines.
• Ensure disciplined rate validation to protect gross margin targets.
• Oversee booking and dispatch execution to ensure optimal carrier selection and cost control.
• Monitor load board strategy and carrier performance metrics.
• Partner with Finance to align pricing decisions with profitability targets.
• Identify opportunities for process automation, improved reporting, and scalable systems.

Cross-Functional Program Management

• Align Sales, Logistics, and CX for smooth order handoffs.
• Identify friction points in the customer journey and implement corrective action.
• Develop standardized workflows and playbooks.
• Lead continuous improvement initiatives across both departments.
• Influence enterprise-level initiatives tied to growth and scalability.

Performance & Team Leadership

• Set clear KPIs and accountability structures for both teams.
• Conduct regular performance reviews and coaching sessions.
• Develop succession planning and skill-building initiatives.
• Create a culture of ownership, urgency, and service excellence.

CORE COMPETENCIES

• Strategic and financial Acumen
• Operational excellence and process discipline
• Customer-centric Leadership mindset
• Strong analytical and strategic decision making
• Cross-Functional Integration
• Servant leadership and team partnership
• Performance management and coaching
• Composure, urgency and accountability
• Adaptability and independent execution
• Culture and organizational commitment

EXPERIENCE

A. Technical Abilities (ability to demonstrate competency within 90 days of hire is required)

· Bachelor’s degree in Business, Supply Chain, Logistics, Operations Management, or related field preferred.

· Equivalent professional experience may be considered in lieu of formal education.

· 1-3+ years of progressive experience in logistics, transportation, fleet management, relocation services, or service-based operations.

· 3+ years of direct leadership experience managing multi-functional teams (operations and/or customer service).

· Demonstrated experience overseeing rate negotiation, carrier management, pricing strategy, or cost-control initiatives.

· Proven track record of improving operational KPIs such as SLA compliance, on-time delivery, booking efficiency, and customer satisfaction.

· Experience managing customer escalations and implementing structured service recovery processes.

· Strong working knowledge of transportation management systems (TMS), CRM platforms, and reporting dashboards.

· Demonstrated ability to interpret financial metrics including gross margin, cost per shipment, and contribution margin.

Pay: $55,000.00 - $64,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Prescription drug insurance
• Profit sharing
• Referral program
• Vision insurance

Work Location: In person