Program Manager, Implementations

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DSV - Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers.  Read more at www.dsv.com

Location: USA - VIRTUAL - US Ohio 

Division: Solutions 
Job Posting Title: Program Manager, Implementations - 106108 
Time Type: Full Time

Job Summary

The Program Manager is responsible for launching and supporting new customer service programs and sites, ensuring operational readiness, and managing critical administrative and financial processes. This role serves as the central coordination point between clients, internal teams, and vendors to ensure smooth program turn-ups, accurate invoicing and purchasing, and successful client queue start-ups. The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced, multi-stakeholder environment.

Key Responsibilities

Program & Site Launch Management

• Lead new site turn-ups, coordinating timelines, resources, and cross-functional stakeholders
• Ensure operational readiness for new programs, including systems, staffing, processes, and documentation
• Manage onboarding activities for new client programs and service queues
• Track launch milestones and escalate risks or delays proactively

Client Queue & Program Operations

• Oversee client queue start-ups, ensuring routing, workflows, and service levels are correctly configured
• Act as a primary point of contact during early-stage program stabilization
• Monitor queue performance during launch and transition to steady-state operations
• Partner with operations and client teams to resolve startup issues quickly

Financial & Administrative Management

• Manage invoicing and purchasing processes related to customer service programs and sites
• Coordinate purchase orders, vendor setup, and billing approvals
• Ensure invoices are accurate, timely, and aligned with contractual terms
• Maintain financial tracking for programs, including costs, budgets, and forecasts

Stakeholder & Client Coordination

• Serve as a liaison between clients, operations, finance, IT, and procurement teams
• Communicate launch status, risks, and deliverables clearly to internal and external stakeholders
• Support client relationship management through professional, responsive communication

Process Improvement & Documentation

• Develop and maintain standard operating procedures (SOPs) for program launches and administrative workflows
• Identify opportunities to streamline onboarding, invoicing, and purchasing processes
• Support audits, reporting, and compliance activities as needed

Required Qualifications

• Bachelor’s degree in Business, Operations, Project Management, or a related field (or equivalent experience)
• 3–5 years of experience in program management, operations, or customer service environments
• Experience supporting new program or site launches
• Strong understanding of invoicing, purchasing, or financial administration processes
• Excellent organizational, communication, and stakeholder management skills

Preferred Qualifications

• Experience in contact center or customer service operations
• Familiarity with queue management systems