The Senior Program Manager, Account Management leads strategic customer programs and cross-functional initiatives to achieve operational, financial, and customer experience goals in supply chain and fulfillment environments. The role connects customers with internal teams and executive leadership, overseeing governance, risk management, and continuous improvement. The ideal candidate combines strong account and program management skills to deliver large-scale launches, transformations, and growth initiatives while building trusted client relationships.
YOUR TASKS
- Lead complex customer programs, strategic initiatives, and transformation projects from initiation through completion.
- Establish program governance, milestones, timelines, resource plans, and success metrics.
- Manage multiple concurrent projects while ensuring alignment with customer requirements and business objectives.
- Identify dependencies, risks, and escalation paths and proactively drive mitigation plans.
- Coordinate cross-functional teams to ensure successful implementation of customer initiatives.
- Serve as a senior point of contact for key customer stakeholders.
- Build trusted relationships with customer leadership and operational teams.
- Lead regular business reviews, program updates, and executive steering committees.
- Translate customer needs into actionable operational and technology solutions.
- Drive customer satisfaction, retention, and long-term growth strategies.
- Identify improvement and expansion opportunities, support contracts and pricing, develop investment business cases, and partner with commercial teams.
- Improve KPIs, SLAs, financial results, and customer experience through continuous improvement and corrective actions.
- Coordinate cross-functional teams, influence without direct authority, and lead executive reporting and critical communications.
- Manage budgets, forecasts, and costs while aligning programs with contractual commitments and profitability targets.
YOUR PROFILE
- Bachelor's degree in Business, Supply Chain, Engineering, Operations Management, or related field. MBA preferred.
- 8+ years of experience in Program Management, Account Management, Supply Chain, Logistics, or related disciplines.
- Experience managing large, strategic customer relationships.
- Proven ability to lead cross-functional programs with significant operational and financial impact.
- Strong project and program management skills.
- Advanced stakeholder management and executive communication capabilities.
- Strong analytical, problem-solving, and decision-making skills.
- Proficiency in Microsoft Office Suite, including Excel and PowerPoint.
WE OFFER
- Medical, Dental, Vision, Life Insurance, and Disability Pay
- 401(k) with company matching up to 6%
- Paid Time Off, including paid holidays
- Flexible Spending Accounts
- Voluntary benefits such as legal and financial assistance, pet insurance, and more
- Employee Assistance Program
- Ongoing employee development opportunities including tuition reimbursement, scholarships, and training
- Commuter benefits
- Employee engagement activities
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We strive to be an equitable and inclusive workplace for our employees and value their diverse perspectives, which contribute to the diversity of our company. Therefore, we welcome applications from people who enrich our company with their identity, background and personal experience. We want to keep the application process as simple as possible for you: focus on a meaningful resume; we do not require an elaborate cover letter. Please know that we can only accept your application through our online application portal.
Learn more about our commitment to Equal Opportunity and Accommodation Information here.
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Skills Required
- Bachelor's degree in Business, Supply Chain, Engineering, Operations Management, or a related field
- MBA
- 8+ years of experience in Program Management, Account Management, Supply Chain, Logistics, or related disciplines
- Experience managing large, strategic customer relationships
- Experience leading cross-functional programs with significant operational and financial impact
- Strong project and program management skills
- Advanced stakeholder management and executive communication capabilities
- Strong analytical, problem-solving, and decision-making skills
- Proficiency in Microsoft Office Suite, including Excel and PowerPoint
What We Do
Bertelsmann is a media, services and education company that operates in about 50 countries around the world. It includes the entertainment group RTL Group, the trade book publisher Penguin Random House, the music company BMG, the service provider Arvato Group, Bertelsmann Marketing Services, the Bertelsmann Education Group and Bertelsmann Investments, an international network of funds. The company has 165,000 employees worldwide and generated revenues of €20.2 billion in the 2022 financial year. Bertelsmann stands for creativity and entrepreneurship. This combination promotes first-class media content and innovative service solutions that inspire customers around the world. Bertelsmann aspires to achieve climate neutrality by 2030.
