Air & Ocean

Global Program Director


The Global Program Director (GPD) has the Operational ownership of and is accountable for the global service delivery to the customer. Specifically, the GPD is expected to:

  • Provide oversight to the customer (HQ and Origin offices) and internal stakeholders of the operational performance of the current set-up.
  • Collaborate and support other members of the global account team to assure desired performance and service level.
  • Conduct regular ‘Gemba’ walks in the main executing branches to detect existing and potential process errors, determine corrective or preventive measures where indicated, and follow up to ensure processes have been improved and implemented.
  • Become an ‘Operational Excellence’ ambassador and encourages operational staff to apply best practices.
  • Conduct periodic reviews with customer(s) to ensure internal performance is reflected in customer satisfaction.
  • Lead improvement and corrective projects and ensure the learnings are captured and distributed .
  • Participate in the global GPD community and supports global best-in-class operational performance for our clients global accounts.
  • Support other GPDs to enhance the performance for their global accounts by sharing best practices, joining review meetings and/or covering during absence.

Role Responsibilities:

  1. Service delivery and customer satisfaction – 40%
  • Challenge current KPIs, continue/establish new ones and own the performance against these.
  • Be the Account ‘point-of-contact’ and ‘go-to’ person for operational escalations.
  • Drive the development of Global and Regional standards and IOPs.
  • Ensure all SOP/IOP(s) are adhered to and shortfalls are corrected on priority.
  • Host and engage in regular customer service calls with overseas branches.
  • Report periodic performance to Global Account Director (GAD), Regional and Global Head of Program Management, Customer Service Office (CSO) heads, Regional COOs, vertical head and executive sponsor.
  • Prepare and participate in monthly operational review (MOR) quarterly business review (QBR) with customer’s HQ.
  • Collect, validate, consolidate, monitor and report any significant customer requirements, expectations and trends
  • Support the commercial teams with enquiries and expertise into these areas.
  • Implement and verify implementation of cost reduction projects in the delivery and support cost reduction projects in the customer supply chain.


  1. Productivity and Profitability – 20%
  • Establish productivity baseline for the account based on the current set up.
  • Establish profitability baseline for the account on EBIT level.
  • Review global operational processes and validate possibilities of productivity improvement against service delivery level and drive improvements accordingly.
  • Ensure the account perspective is communicated to the global community and ensure the global policies are appropriate and can be implemented in the account solution.
  • Establish procedures that will minimize  exposure to risk associated with compliance, trade controls and HSSE.
  • Report periodic performance to GAD, Regional and Global Head of Program Management, CSO heads and Regional COOs.
  • Make expertise and knowledge available to Operations and drive Operational Excellence through day-to-day execution and participation in inspirational workshops regionally and locally.
  • Drive 2-3 annual productivity improvements with other accounts.
  • Represent the account(s) during additional business implementations along with the implementation team leading the implementation.


  1. Team and People Development – 20%
  • Ensure to have a baseline with global FTE visibility and team structure.
  • Define a core team and maintain regular communication and delegate tasks to the team.
  • Set up a plan for on-boarding, training and development (SOP quiz/certification) of the global team.
  • Ensure to maintain a Program Management and OPS team leader pipeline & have a succession plan in place.
  • Create a sense of belonging to the global account team.
  • Be involved in objective setting & performance management of the global operational team.
  • Ensure to manage team also by providing recognition & feedback pro-actively.
  • Participate in and host Lesson Learned workshops with the global GPD community and ensure best practise is defined, distributed and available to all global accounts.
  • Participate in global SME community and sharing across GPDs.


  1. Support account and  growth – 20%
  • Engage with Commercial and Operational experts on Global/Regional/Cluster level to explore new developments servicing the changes in customer demand.
  • Evaluate solution modules against the current customer supply chain and make recommendations to GAD/Regional Head of PM for improvement projects.
  • Support sales in new pursuits providing program and operational knowledge.


Job Summary
  • JOB ID:

  • Region:

    South East and/or London
  • Salary:

    £50,000 - £60,000
  • Benefits:

    Closing date 20th June
  • Details:

    The Global Program Director (GPD) has the Operational ownership of and is accountable for the global service delivery to the customer
  • Contact:

    Tom Clarke