Executive (Customer Service and Projects)

SUMMARY:
As the Executive (Customer Service & Projects), you will oversee the customer support and software project delivery teams. This role combines high-level leadership with hands-on execution, ensuring successful project implementation and exceptional service across key client accounts. You will play a vital role in aligning client expectations with internal delivery capabilities while driving operational excellence and innovation throughout the support and project teams.

POSITION INFO:
Leadership & Strategy

• Lead cross-functional teams including program managers, support desk, business analysts, and project delivery professionals.
• Develop and implement a strategic vision for customer service and project management functions.
• Foster a high-performance culture focused on client satisfaction, operational efficiency, and continuous improvement.

• Provide executive oversight on software projects, ensuring delivery on time, within scope, and budget.
• Monitor project performance and proactively manage risks.
• Guide program planning and resource management to support successful outcomes.

• Serve as the senior point of contact for key client relationships.
• Drive client engagement strategies, resolve complex issues, and ensure customer needs are met.
• Support adoption of new software releases and ensure a seamless client experience.

• Mentor, manage, and grow a high-performing team.
• Drive recruitment, onboarding, and ongoing professional development.
• Set and review performance KPIs and champion a collaborative, innovative work environment.

• Introduce new tools, systems, and processes that improve project delivery and customer support.
• Stay ahead of industry trends and apply best practices to internal operations.

Requirements

• 10+ years of experience in customer service, project/program management, or software implementation within international supply chain, logistics, or related industries.
• At least 5 years in a senior leadership role.
• Strong knowledge of Agile, Scrum, and Waterfall project methodologies.
• Proven experience managing cross-functional teams and delivering large-scale software projects.
• A relevant tertiary qualification (e.g., IT, Business Management, Supply Chain); PMP/PgMP or similar certifications are highly advantageous.
• Excellent leadership, communication, and stakeholder management skills.
• Experience with ERP systems, APIs, and support technologies is a plus.