Principal Program Manager, Invoicing Support Strategy

The opportunity:

At Flexport, we know global trade can move the human race forward. That's why it's our mission to make global trade easier for everyone. Flexport today connects more than 10,000 clients across more than 100 countries. Our role is to help businesses of all sizes find the global trade solutions that will empower their success.

The Invoicing team is foundational to this success. So, do you have experience in building strategic support strategies and models? Do you believe it all revolves around the customer? Do you get energized by the opportunity to play a part in shaping the future for Flexport and its customers? Do you want to have fun as part of a high-performing team of creative leaders?If yes, this is the role for you.

About the role:

In the role of Principal, Invoicing Support Strategy, you will work in close collaboration with Invoicing Operations to programmatically set out an aggressive tech forward direction. Working backwards from technology, you are responsible for setting out the strategy which will make invoicing easy, seamless, and efficient with expert human support who have clarity in process until such time as we can automate the work. This role can be based out of Bellevue or Dallas.

You will:

• Set Invoicing support strategy: Define the customer experience strategy, including customer archetypes and corresponding experience and support goals.
• Measure: Define invoicing experience metrics in a rapidly growing and ambiguous environment.
• Drive impact: Deliver key business outcomes, in both performance against metrics and gains in efficiency.
• Collaborate cross functionally:. Be a key leader and point of contact for senior leaders in the Account Management, Product, and Operations teams to ensure an optimal end to end customer experience as it comes to invoicing.
• Eradicate pain points: Drive root-cause analysis of existing customer pain points related to invoicing in partnership with product and engineering teams. Your goal will be to leverage your deep understanding of customer needs and pain points to partner with these teams in enhancing our products. By providing valuable insights and feedback, you will contribute to the continuous improvement of our platform, ensuring an exceptional experience for our customers.
• Foster a positive and collaborative work environment that encourages teamwork and excellence.
• Scope, prioritize, and lead improvement projects: In this role, you will be programmatically accountable for identifying areas of improvement within the Invoicing Support function. You will spearhead initiatives to scope, prioritize, and lead improvement projects aimed at enhancing operational efficiency, optimizing customer experience, and driving greater business impact. You will leverage your analytical skills and stakeholder collaboration to implement data-driven improvements and achieve measurable outcomes.

You should have:

• You are obsessed with customer success: You are committed to a customer first approach and enjoy working with and advocating for customers.
• Hands On: You are excited to play a hands-on role while also building the longer-term processes and structure to enable scale
• Process Expert: You have built and scaled new and complex customer support processes in the past. You're experienced with process and product improvement to deliver outstanding results both internally and externally
• Data- Driven: You are data-driven, skilled in defining goals and achieving results, and you excel in fast paced and dynamic environments.
• Three C's: Curiosity, creativity and courage: you have great problem solving skills and are not afraid to challenge the status quo when logic and reason require it.
• Program management skills: set goals, manage delivery, create and measure impact.
• Strategic vision coupled with ground floor execution: energy, grit, and a little willfulness to ensure the rubber actually hits the road
• Self-starter, tolerance for ambiguity, willingness to go the extra mile

• 10+ years of experience in program leadership in customer support environments
• A Bachelor's degree, or equivalent experience
• Startup or high growth company experience preferred
• Outstanding written and verbal communication skills and stakeholder management
• Experience in a B2B environment with unique and varied customer needs

About Flexport:

At Flexport, we believe global trade can move the human race forward. That's why it's our mission to make it easy and accessible for everyone. We're shaping the future of a $8.6T 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.

The 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. At a valuation of $8 billion, we're experiencing record growth and 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.

Worried about not having any logistics experience?

Don't be! Our mission is to make global trade easy for everyone. That's why it's important to bring people from diverse backgrounds and experiences together with our industry veterans to help move the global logistics industry forward.

We know this industry is complex. That's why we invest in education starting day one with Flexport Academy, a one week intensive onboarding program designed specifically to set every new Flexport employee up for success.

At Flexport, our ability to fulfill our mission of making global trade easy for everyone relies on having a diverse, dedicated and engaged workforce. That is why Flexport is committed to creating and nurturing an environment where anyone can be their authentic self. 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.

To learn more about what our tech teams have been up to, head to the Engineering Blog.