Program Director Customer Service

Job Description

Job Description

WHO WE ARE

At KNAPP (pronounced K-NAP, not Nap!), we “Make Complexity Simple” by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer’s value tech chain partner, which means partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world’s industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing.

We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B (Business to Business) and B2C (Business to Consumer) customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future! Join us and see how you can help change the world! For more information, visit www.knapp.com..

WHAT YOU GET TO DO

The Program Director is a senior leader responsible for the end-to-end success of major customer service programs within the MHE industry. This role oversees cross-functional service delivery, strategic account management, financial performance, and customer satisfaction. The Program Director serves as the escalation point for high-impact issues, including after-hours and weekend support, while driving continuous improvement and accountability across all aspects of the program.

Essential Functions and Responsibilities :

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.

Program & Operational Leadership :

• Lead and manage complex customer programs involving Resident Services, Spare Parts, Preventive Maintenance, Service Desk, and Account Management teams.
• Ensure service delivery meets or exceeds contractual KPIs, SLAs, and safety standards.
• Own the program lifecycle from planning through execution, stabilization, and continuous improvement.
• Organization and further development of the team in collaboration with the specialist departments. Definition of roles & responsibilities, the organizational chart and communication channels
• Leading the team towards organizational goals
• Management of internal and external stakeholders
• Creation, monitoring and validation of project documents (e.g. schedule, release layouts, specifications, etc.) together with project team members
• System maintenance of all documents in the IT landscape (appointments, master data, documents, etc.)
• Cyclical determination of the project status together with team members and stakeholders.
• Responsibility for compliance with standards and ongoing monitoring of implementation
• Responsibility for compliance with the KNAPP processes within the team, especially the processing and quality management process.

Customer Account Management :

Escalation & After-Hours Support :

Financial Ownership :

Team Leadership :

Reporting & Analytics :

WHAT YOU HAVE

Working Conditions and Environment :

WHAT YOU WILL GET

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.