{"id":4221716,"url":"https://alion.io/job/flexport-omnichannel-customer-support-program-manager","title":"Omnichannel Customer Support Program Manager","company":{"id":58573,"name":"Flexport","domain":"flexport.com","url":"https://alion.io/company/flexport","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":79,"open_postings":43,"ghost_share":0,"stale_share":0.651,"repost_share":0,"time_to_fill_p50_days":68,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":true},{"name":"Snowflake","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-11-13T00:28:04Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T05:28:09Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Flexport: \nAt Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes-from emerging brands to Fortune 500s-use Flexport technology to move more than $19B of merchandise across 112 countries a year. \nThe recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.\nThe Opportunity\nWe are seeking a full-time Program Manager for Customer Support Strategy, based on-site at our DFW1 facility in Lewisville, TX. Your focus is reducing ticket volume, claims, and contra revenue, and improving the merchant experience. You will do this by improving support processes, ops processes, and engineering, by gathering merchant feedback (starting with NPS) and working cross-functionally to turn it into changes merchants feel, and by keeping content current and owning merchant communications. AI strategy and Zendesk optimization are key levers along the way.\nKey Responsibilities\nProgram Ownership and Strategy:\nOwn omnichannel customer support programs from inception to execution, aligned to business goals and merchant needs.\nDevelop strategies with cross-functional teams, incorporating stakeholder feedback and industry best practices.\nDrive implementation, overseeing timelines, resources, and budgets.\nTicket Reduction:\nAnalyze ticket data to find the top contact drivers, size them by volume, handle time, and cost, and build a prioritized reduction roadmap with clear targets.\nSupport processes: redesign workflows, macros, routing, and agent guidance so issues are resolved faster with fewer repeat contacts.\nOps processes: work with operations and site teams to fix the upstream breakdowns that create tickets, such as inbound, inventory, order, and billing issues.\nEngineering: partner with engineering and product to prioritize and track the fixes and self-serve tools that remove root causes.\nMerchant Experience and Feedback:\nOwn the feedback program, starting with NPS and adding other channels such as post-ticket surveys, agent and account manager input, ticket themes, and direct merchant conversations.\nAnalyze feedback themes and share insights with leadership and partners on a regular cadence.\nWork cross-functionally with product, engineering, and operations to apply feedback to the merchant’s actual experience, track changes to completion, and close the loop with merchants.\nClaims and Contra Revenue Management:\nOwn the claims process end to end, including intake, investigation, resolution, and recovery from carriers and vendors where applicable.\nManage and improve contra revenue (credits, refunds, reimbursements, and adjustments) by setting policies, approval thresholds, and controls, and partnering with finance on accurate tracking and reporting.\nAnalyze claim and contra revenue drivers, and work with operations and engineering to fix root causes and reduce both over time.\nContent and Merchant Communications:\nKeep all support content current and managed (help center, knowledge base, macros, internal guides, process documentation), with clear owners and review cadences.\nOwn merchant communications, including notices, announcements, policy and process change letters, banners, and templates.\nAI Strategy and Implementation:\nBuild and own the roadmap for AI in support, focused on ticket reduction and merchant experience: agent assist, summarization, auto-categorization and routing, self-service and deflection, QA automation, and knowledge content.\nEvaluate vendors and models, run pilots with clear success criteria, and take proven use cases into production.\nSet guardrails for accuracy, human escalation, data privacy, and quality review, and lead training and change management for onsite and offshore teams.\nZendesk Management and Optimization:\nOwn Zendesk configuration and governance: forms and fields, triggers, automations, macros, views, SLAs, routing, groups, and roles. Audit regularly and manage a clear change process.\nManage integrations and reporting that turn Zendesk data into decisions, and turn agent pain points into workflow improvements.\nPerformance, Collaboration, and Stakeholders:\nEstablish and track KPIs: ticket volume, tickets per order or merchant, repeat contact rate, handle time, first-contact resolution, CSAT, NPS, claims, contra revenue, and cost per ticket.\nWork closely with product, engineering, finance, and operations to integrate support initiatives into overall business operations.\nGive stakeholders at all levels regular updates on status, challenges, and opportunities.\nContinuously evaluate and refine programs based on feedback, industry trends, evolving merchant needs, and new AI capabilities.\nQualifications\nBachelor's degree in business administration, marketing, or related field.\n5+ years of program management experience, preferably in customer support or a related role, with a proven record of delivering complex programs from concept to completion with measurable results.\nStrong understanding of omnichannel customer support principles, strategies, and technologies.\nExperience analyzing ticket, claims, or contact data to find root causes and reduce volume or cost, working with operations and engineering to fix them.\nExperience running or using a merchant or customer feedback program such as NPS, and turning insights into cross-functional changes.\nStrong writing skills, with experience owning customer communications and keeping support content current.\nHands-on Zendesk administration experience (triggers, automations, macros, views, SLAs, reporting).\nExperience evaluating or implementing AI or automation in support, with a practical view of risks and limits.\nExcellent communication and interpersonal skills, able to collaborate cross-functionally and influence stakeholders at all levels.\nAnalytical mindset, able to use data to drive decisions and continuous improvement.\nStrong project management skills: prioritizing, managing timelines, and allocating resources.\nExperience in a fast-paced, dynamic environment, adapting to changing priorities. A resilient, focused problem solver and self-starter who can multitask and prioritize in a complex and occasionally ambiguous environment.\nPhysical requirements:\nMust be able to lift up to 49 pounds with or without reasonable accommodation.\nMust be willing and able to frequently push, pull, squat, bend, and reach.\nMust be able to stand/walk for up to 10-12 hours.\nMust be able to work in an environment where the noise level varies and can be loud.\nMust be able to work in an environment where the temperature may vary between 60 and 90 degrees and will occasionally exceed 90 degrees.\nBonus Points\nExperience with SQL (Snowflake a plus), creating and running reports, or Zendesk Explore.\nExperience writing and testing prompts, or building knowledge content that AI tools draw on.\nCommitment to Equal Opportunity\nAt Flexport, our ability to fulfill our mission of making global commerce easy and accessible relies on having a diverse, dedicated and engaged workforce. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.\nGlobal Data Privacy Notice for Job Candidates and Applicants\nDepending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. By submitting your application, you are agreeing to our use and processing of your data as required. Please see our Privacy Notice available at www.flexport.com/privacy for additional information.","description_format":"text","description_chars":8246,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Freight Forwarding","Customs Brokerage","Supply Chain","Supply Chain & Logistics Software"],"lifecycle":[{"event":"open","at":"2026-11-13T05:28:09Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 32 · green card filings: 4","filings_12m":32,"filings_prev_12m":44,"green_card_filings_12m":4,"median_offered_wage_usd":165278,"route":null,"cap_exempt":false,"checked_at":"2026-11-12T07:36:15+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":68,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-11-13T07:06:05Z"},"pay":null,"html_url":"https://alion.io/job/flexport-omnichannel-customer-support-program-manager","json_url":"https://alion.io/job/flexport-omnichannel-customer-support-program-manager.json","meta":{"generated_at":"2026-11-13T07:06:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14855,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58573},"rest":"https://alion.io/mcp/rest/get_company?id=58573"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fflexport-omnichannel-customer-support-program-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fflexport-omnichannel-customer-support-program-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fflexport-omnichannel-customer-support-program-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/flexport-omnichannel-customer-support-program-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fflexport-omnichannel-customer-support-program-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4221716}},{"tool":"search_jobs","arguments":{"company":"flexport.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4221716},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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