Program Assurance Manager

Who We Are

Overhaul is a supply chain integrity solutions company that allows shippers to connect disparate sources of data into the first fully transparent situational analysis engine designed for the logistics industry. Data that is transformed into critical insights can instantly trigger corrective actions, impacting everything from temperature control to handling requirements or package-level tracking, ensuring cargo arrives at its destination safely, undamaged, and on time. We are a dynamic, innovative, and fun team who is highly committed to our customers' experiences and our Mission and Vision.

Role Overview

The Customer Program Assurance Manager is responsible for ensuring that a dedicated customer program is operating as designed, configured correctly, and consistently delivering the expected level of service.

This role sits within Customer Success and serves as both the quality and operational assurance lead for the customer program and the people manager for the Customer Success Managers dedicated to the account.

The Customer Program Assurance Manager will proactively review shipment activity, workflows, configurations, alerting, monitoring processes, and overall program performance to identify gaps before they become customer issues. They will work closely with the dedicated Customer Success team, Operations, Product, Support, and other internal stakeholders to ensure that the program is functioning as expected and continues to improve over time.

This individual will also directly manage the regional CSMs supporting the customer, ensuring consistent execution, communication, performance, and customer experience across regions.

Key Responsibilities

Program Assurance & Quality

• Conduct ongoing reviews of customer shipments to ensure the program is operating according to agreed requirements and expectations.
• Review shipment configurations, workflows, monitoring requirements, device settings, alert settings, routes, locations, and other program-specific parameters for accuracy.
• Identify configuration errors, process gaps, inconsistent execution, or recurring operational issues and drive them through resolution.
• Validate that alerts, events, workflows, and monitoring processes are functioning as expected.
• Perform regular program audits and spot checks across shipments, regions, workflows, and operational teams.
• Identify trends or systemic issues that may affect program performance, customer experience, or risk.
• Partner with internal teams to determine root cause and ensure corrective actions are implemented.
• Confirm that changes made to the customer program are implemented correctly and producing the intended result.
• Maintain visibility into open issues, corrective actions, and recurring areas of concern.
• Help establish and maintain customer-specific quality standards, review processes, and program controls.

Customer Program Leadership

• Develop a deep understanding of the customer’s supply chain, security requirements, routing, operating model, and program objectives.
• Serve as a subject matter expert for the customer’s Overhaul program.
• Continuously evaluate how the program is performing against the customer’s expectations and intended design.
• Work with the Customer Success team to identify opportunities to improve workflows, routing, monitoring, processes, and overall program effectiveness.
• Support implementation of new workflows, locations, lanes, regions, capabilities, and program changes.
• Ensure customer requirements and operational expectations are clearly understood and translated into the appropriate internal configuration and processes.
• Partner with the account team on program reviews, customer reporting, escalations, and strategic initiatives.
• Support investigation and follow-up on significant customer incidents or service issues, particularly where program configuration or execution may have contributed.

CSM Team Management

• Directly manage the Customer Success Managers dedicated to the customer across regions.
• Set clear expectations, priorities, goals, and performance standards for the team.
• Conduct regular one-on-ones, coaching sessions, and formal performance reviews.
• Provide ongoing feedback, development support, and performance management where needed.
• Ensure the regional CSM team operates with consistent processes, priorities, communication, and service expectations.
• Act as the primary point of coordination across the dedicated CSM team for program-wide initiatives and issues.
• Help prioritize work across the team based on customer risk, program needs, and strategic priorities.
• Ensure customer issues, decisions, and program changes are communicated consistently across regions.
• Identify themes across regional feedback and escalate broader program concerns when appropriate.
• Facilitate regular internal account reviews with the dedicated Customer Success team.
• Support onboarding and training of new team members assigned to the customer.
• Participate in replacement hiring when needed and ensure successful transition and ramp-up of new team members.
• Maintain clear accountability for customer commitments and follow-through across the team.

Cross-Functional Partnership

• Work closely with Operations and monitoring teams to validate operational execution and identify opportunities for improvement.
• Partner with Product and Engineering when system behavior, configuration, or functionality requires investigation or enhancement.
• Collaborate with Implementation, Support, Device Operations, Security, and other internal teams as required.
• Ensure lessons learned from incidents, audits, and program reviews result in meaningful process or configuration improvements.
• Advocate internally for the requirements and operational needs of the customer while balancing scalability and standardization.

What Success Looks Like

Success in this role means the customer program is proactively managed rather than reactively corrected, and the dedicated Customer Success team is operating consistently and effectively across regions.

The Customer Program Assurance Manager should be able to demonstrate that:

• Customer workflows and configurations are accurate and consistently maintained.
• Issues are identified internally before they become customer escalations whenever possible.
• Recurring operational or configuration problems are identified and permanently addressed.
• Dedicated CSMs are aligned, accountable, and performing consistently across regions.
• Team members receive clear direction, coaching, and feedback.
• Customer requirements are understood and reflected accurately in the program.
• Program performance improves over time through structured review and continuous improvement.
• The customer has confidence that their program is being actively monitored, validated, and optimized.

Qualifications

• 5+ years of experience in Customer Success, logistics, supply chain, security, operations, program management, or a related field.
• Prior people management experience, including coaching, performance management, and formal employee reviews.
• Experience supporting complex or global enterprise customer programs strongly preferred.
• Strong understanding of logistics operations, shipment visibility, transportation workflows, or supply chain risk.
• Demonstrated ability to identify operational gaps, investigate issues, and drive cross-functional resolution.
• Strong analytical skills and attention to detail, with the ability to review shipment-level activity while also identifying broader program trends.
• Ability to manage both people and complex customer programs simultaneously.
• Ability to balance customer-facing responsibilities with detailed operational and technical review.
• Strong written and verbal communication skills.
• Ability to work effectively across global and regional teams.
• Comfortable challenging existing processes and identifying where systems or operations are not performing as intended.

Preferred Experience

• Experience in supply chain visibility, transportation technology, cargo security, risk management, or logistics technology.
• Experience working with IoT devices, telematics, shipment monitoring, or exception management.
• Experience managing dedicated or embedded Customer Success teams.
• Experience with global customer programs spanning multiple regions, transportation modes, and operational teams.

Perks and Benefits 

• Top employee health and well-being benefits
• 401(k) Matching
• Caregiver/adoption/family leave
• Employee Assistance Program
• Self paced Development & Training program
• Rotating company ‘Perks at Work’ program
• Flexible PTO policy
• Business casual dress

Our Culture 

We are guided by our core values of Diversity and Synergy, Creativity, Problem Solving, Authenticity and Receptivity, Trust, Encouragement, Teaching and Learning, Wellness and Integrity. These values help us recruit aligned talent to join our rapidly expanding team around the globe. It is important to us that each and every Overhauler is not only eager to challenge themselves and knows how to get work done, but is also an awesome addition to our company culture. 

Equal Opportunity Employer 

Overhaul is an equal opportunity employer. Our Overhaul Culture Code's top listed commitment is to "Diversity and Synergy." All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.