Program Manager (Control Tower)

As a Customer Success Manager, you will help shape and support next-generation Control Tower operation for a strategic customer. Working alongside the Program Manager and cross-functional teams, you will champion customer success, drive operational performance, and proactively solve challenges to ensure the program delivers outstanding results from day one.

You will:

Support the Control Tower Launch & Growth

• Partner with the Program Manager to support the implementation and ongoing development of the Control Tower.
• Help establish KPIs, reporting, governance processes, SOPs, and customer review routines.
• Support onboarding, operational readiness, and continuous improvement initiatives.

Build Strong Customer Partnerships

• Develop trusted relationships with customer stakeholders across operational and management levels.
• Act as a key day-to-day contact for operational performance and service-related matters.
• Proactively addressing customer needs and ensure timely communication and follow-up.

Drive Performance & Insights

• Monitor customer KPIs and operational performance.
• Support regular business reviews and performance discussions.
• Identify trends, risks, and opportunities, providing actionable recommendations to improve outcomes.

Solve Problems & Improve Operations

• Coordinate issue resolution, root cause analysis, and corrective actions.
• Partner with cross-functional teams to address operational, process, and system challenges.
• Drive a proactive approach to service excellence and continuous improvement.

Support Customer Growth

• Identify opportunities to enhance customer value and operational effectiveness.
• Support commercial initiatives and solution development where appropriate.
• Collaborate with Sales and Commercial teams to contribute to the long-term success of the customer relationship.

This role requires a strong understanding of SAP-enabled order management and supply chain processes. Candidates without significant SAP order management experience are unlikely to be successful in this role., * 3+ year experience in Supply Chain, Logistics, 4PL, Control Tower, or Operations Transformation roles

• Extensive SAP Order Management experience
• Experience working across multiple regions and functions
• Proven track record of managing and growing key accounts
• Experience managing executive stakeholder relationships
• Proven ability to manage risks, dependencies, and change in complex environments

Preferred Qualifications

• Bachelor’s degree in Supply Chain, Logistics, Business, Engineering, or related field
• PMP, PRINCE2, MSP, or similar certification
• Experience in AI infrastructure, technology deployment, manufacturing, inventory management, or global order orchestration
• Exposure to 24/7 operational environments and Control Tower operations

Physical Requirements:

• Ability to travel to regional branch offices, warehouse facilities, and vendor sites as needed
• Sitting or standing for extended periods during office work or site visits
• Ability to lift and carry up to 10 lbs.
• Regular use of computer and telephone systems
• Occasional use of stairs or extended walking across warehouse yards, If you’re passionate about transforming supply chains, excel at leading complex programs, and have the SAP Order Management expertise to drive success, we’d love to hear from you.

• Hybrid work schedule
• Training and development
• Friendly, fun and relaxed culture
• Competitive remuneration and benefits package including bonus incentive
• Access to OIA University 1000’s of courses for personal and professional development
• Milestone recognition and participation various employee recognition competitions

OIA Global is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. We offer an exciting and growth-oriented work environment, and OIA employees enjoy competitive salaries and excellent benefits.

FLSA Status: Exempt