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Customer Support Program Manager Jobs in Illinois

Daifuku North America

Deputy Program Manager

Bolingbrook, IL · On-site

$115K/yr

Job Summary The (Client) Deputy Program Manager supports the (Client) Program Manager and Sales ... Support management of internal and customer escalations, including Root Cause Analysis (RCA), 8D ...

Socket.dev

Program Manager

Carol Stream, IL · On-site

Job Summary The Program Manager is responsible for owning customer programs from handoff through ... Support customer communication in partnership with Sales, ensuring consistent messaging and ...

Daifuku

Deputy Program Manager

Bolingbrook, IL · On-site

$114K/yr

Job Summary The (Client) Deputy Program Manager supports the (Client) Program Manager and Sales ... Support management of internal and customer escalations, including Root Cause Analysis (RCA), 8D ...

RLDatix

Customer Support Analyst

Chicago, IL

Customer Support Analyst RLDatix is on a mission to transform care delivery worldwide, ensuring ... Manage customer issues from initial contact through resolution, delivering clear communication ...

RLDatix

Customer Support Analyst

Chicago, IL · On-site

Customer Support Analyst RLDatix is on a mission to transform care delivery worldwide, ensuring ... Manage customer issues from initial contact through resolution, delivering clear communication ...

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Customer Support Program Manager information

What does a customer support program manager do?

A Customer Support Program Manager is responsible for leading and coordinating initiatives that improve the customer support experience. They design and implement programs to enhance support processes, manage cross-functional teams, and track performance metrics. Their role often includes analyzing customer feedback, identifying areas for improvement, and ensuring that customer support goals align with company objectives. Ultimately, they work to create efficient, effective, and customer-centric support operations.

What are the key skills and qualifications needed to thrive as a customer support program manager?

A Customer Support Program Manager needs strong project management abilities, expertise in customer service operations, and typically a bachelor's degree in business or a related field. Familiarity with CRM platforms (like Salesforce or Zendesk), data analytics tools, and certifications such as PMP or ITIL are often required. Exceptional communication, leadership, and problem-solving skills help drive team performance and deliver excellent customer experiences. These competencies ensure efficient program execution, continuous improvement, and alignment with organizational goals in customer support environments.

How does a customer support program manager typically collaborate with cross-functional teams to improve customer experience?

Customer Support Program Managers work closely with teams such as product development, engineering, and sales to identify and resolve customer pain points. They facilitate regular meetings to share customer feedback, align on support strategies, and drive initiatives that enhance service quality. By acting as a bridge between support agents and other departments, they ensure that customer insights inform product improvements and that support teams are equipped with the latest information and tools. This collaborative approach helps in creating a seamless customer experience and fosters ongoing process improvements.

What is the difference between Customer Support Program Manager vs Customer Service Supervisor?

AspectCustomer Support Program ManagerCustomer Service Supervisor
ResponsibilitiesOversees multiple support programs, develops strategies, manages teams, and improves customer experienceSupervises daily customer service operations, manages frontline staff, and handles escalations
Required SkillsProgram management, leadership, data analysis, customer experience designTeam management, communication, conflict resolution, customer service skills
Work EnvironmentStrategic planning, cross-department collaboration, often in office or remoteFrontline support, direct interaction with customers, team supervision
Common Industry UsageTech, SaaS, large corporationsRetail, hospitality, call centers

The Customer Support Program Manager focuses on managing support programs and strategic initiatives, while the Customer Service Supervisor handles daily team supervision and customer interactions. Both roles require strong communication skills but differ in scope and responsibilities.

What is a customer support program manager?

A customer support program manager oversees the design, implementation, and management of customer support initiatives to improve service quality and customer satisfaction. They coordinate teams, analyze support metrics, and develop strategies to enhance the customer experience, often using tools like CRM software and data analysis skills.

What cities in Illinois are hiring for Customer Support Program Manager jobs?

Cities in Illinois with the most Customer Support Program Manager job openings:

Infographic showing various Customer Support Program Manager job openings in Illinois as of August 2026, with employment types broken down into 1% As Needed, 70% Full Time, 25% Part Time, and 4% Contract. Highlights an 87% Physical, 3% Hybrid, and 10% Remote job distribution.

Deputy Program Manager

Bolingbrook, IL • On-site

Daifuku North America
See more jobs at Daifuku North Americaexternal

$115K/yr

Other

Posted 12 days ago

Key responsibilities

  • Support program demand planning activities including forecasting, capacity analysis, and recommendations to leadership.

  • Assist sales in evaluating opportunities, assessing capacity and schedule feasibility, and supporting bid/no-bid decisions.

  • Monitor and communicate program KPIs, and support management of escalations, customer inquiries, and active project coverage.

Job description

Overview

About Us

Daifuku Intralogistics America Corporation is a leading provider of intelligent material handling systems. With hundreds of engineers in-house, the company designs, manufactures, integrates, and installs a full spectrum of intralogistics solutions to meet client needs. These include leading-edge conveyor and sortation systems, voice- and light-directed order fulfillment equipment, a suite of warehouse controls & execution software, robotics, Automated Storage and Retrieval Systems (AS/RS), mezzanines, and structures, all backed by critical round-the-clock service and support.

If you want to join a team of industry leading experts who want to create an impact on the future of material handling solutions, we want to hear from you!

Job Summary

The (Client) Deputy Program Manager supports the (Client) Program Manager and Sales Account Manager in the planning, execution, reporting and continuous improvement of the (Client) program portfolio for Daifuku. This role serves as a key facilitator between Sales, Operations, Manufacturing, Engineering and the Customer, building and ensuring program objectives, performance metrics, compliance requirements and customer commitments are achieved. The Deputy Program Manager acts as the Program Manager's delegate when required and provides leadership across program planning, execution, escalation management and customer engagement activities.

Responsibilities
  • Support Program Demand Planning activities including forecasting, capacity analysis and recommendations to Executive and Senior Leadership Team.
  • Assist Sales in evaluating prospective opportunities, assessing capacity and schedule feasibility and supporting bid/no-bid decisions.
  • Develop and analyze opportunity schedules, critical path activities and program risks for leadership decision-making and customer proposals.
  • Collect and analyze historical and current project performance data to improve future planning, costing, contracting strategies, and execution performance.
  • Drive continuous improvement initiatives through analysis of program execution data, reduction of waste, mitigation of risks, and implementation of corrective actions.
  • Support management of internal and customer escalations, including Root Cause Analysis (RCA), 8D processes, corrective action planning, and closure verification.
  • Monitor, analyze, and communicate program KPIs to internal leadership and customer stakeholders through weekly, monthly, and quarterly business reviews.
  • Serve as the primary point of contact for customer specification management, ensuring compliance with program standards, training requirements, costing controls and contractual obligations.
  • Support preparation and management of Customer Business Reviews, reporting compliance requirements, and executive-level communications.
  • Coordinate and respond to customer inquiries, active program issues, manufacturing and resource utilization reporting, and technical vendor management activities.
  • Provide project management coverage and support for active projects when required.
  • Assume (Client) Program Manager responsibilities during absences and maintain continuity of program execution and customer engagement.
Qualifications
  • Bachelor's degree in Engineering, Project Management or a related field preferred.
  • 5+ years of experience in Program Management, Project Management, Operations, Supply Chain, Manufacturing, or Material Handling environments.
  • Strong analytical, planning, scheduling and problem-solving skills.
  • Experience with customer-facing reporting, executive presentations, KPI management and continuous improvement initiatives.
  • Knowledge of risk management, root cause analysis, corrective action processes and project controls.
  • Excellent communication, leadership and cross-functional coordination skills.
  • Ability to influence internal and external stakeholders and operate effectively in a fast-paced customer-facing environment.
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