POSITION SUMMARY:

The Client Program Manager supports operations processes related to day-to-day execution of client’s projects and programs that require customer specific workflows by monitoring quality, client experience, communications and process improvement initiatives. This role also supports strategic program development to grow designated Client(s) through collaboration with various stakeholders.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s Degree in Business or equivalent experience
• 3+ years of print production experience in a high-volume, deadline-driven environment
• 3+ years of account management / customer service experience for large client accounts
• Experience with Microsoft Office applications
• Excellent customer service, communication and organizational skills
• Periodic travel may be required

GENERAL DUTIES AND RESPONSIBILITIES:

(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Lead and manage operational excellence for assigned client accounts
• Collaborate with Field Operations to ensure customer contractual obligations and procedures are in compliance
• Responsible for maintaining, updating and communicating all client specific program documentation to Field Operations
• Identify and facilitate new and ongoing training programs to Field Operations for assigned client account(s)
• Create client specific audit list and assist in conducting periodic audits to ensure program compliance
• Leverage FedEx’s Quality Driven Management principles to identify improvements to systems and processes to gain program efficiency and/or improve service to the customer
• Gather and report on compliance, service level, escalations, improvements and program changes to develop solutions as needed
• Serve as a primary contact for customer and internal Team Members on all operational aspects of the client program
• Collaborate with Field leadership to evaluate support for new products and services requested by the customer and assist Sales in presenting the solution to the customer
• Assist Sales in presenting challenges in meeting program compliance and in proposing alternate options
• All other duties as needed or required

ESSENTIAL FUNCTIONS:

• Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities
• Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
• Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members
• Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
• Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
• Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
• Ability, on a consistent basis, to work within the appropriate level of independence
• Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position