Service Enablement Program Manager bei KNAPP

WHO WE ARE

 At KNAPP (pronounced K-NAP, not Nap!), we “Make Complexity Simple” by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer’s value tech chain partner, which means partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world’s industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing.
 
We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B (Business to Business) and B2C (Business to Consumer) customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future! Join us and see how you can help change the world! For more information, visit www.knapp.com..

WHAT YOU GET TO DO

Lead the deployment and integration of the Multi-Site Control Center (MSCC) across fulfillment centers, ensuring operational readiness and alignment with customer requirements. Drive real-time monitoring, predictive analytics, and process optimization to enhance efficiency and reduce downtime. Collaborate with stakeholders, develop training and reporting tools, and continuously refine services to meet KPIs and evolving customer needs. 

Essential Functions and Responsibilities: 

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead the deployment of the MSCC across multiple fulfillment centers, ensuring seamless integration with customer operations.
• Engage with internal and external stakeholders to gather customer-specific requirements and adapt the service accordingly.
• Collaborate with site managers, Service Desk, Sub suppliers, and operations teams to ensure consistent service standards and technical readiness across all locations.
• Identify opportunities to enhance visibility, responsiveness, and efficiency through the control room setup.
• Implement systems for real-time condition monitoring of critical logistics infrastructure (e.g., conveyors, sorters, automated storage).
• Integrate predictive analytics to anticipate failures, optimize maintenance schedules, and reduce downtime.
• Work closely with data science and engineering teams to develop actionable insights from sensor and operational data.
• Ensure predictive services are aligned with customer SLAs and operational KPIs.
• Develop training materials and operational guidelines for local teams to ensure smooth adoption and usage of the remote control room.
• Establish KPIs, dashboards and reporting mechanisms to track service effectiveness and customer satisfaction.
• Use feedback loops and data insights to refine the service and ensure it evolves with customer needs and operational demands.
• Perform all of duties as assigned.

WHAT YOU HAVE

• Bachelor’s degree in related field or equivalent combination of education, experience and training. 
• 3+ years of direct experience preferred 
• Proven experience in service implementation, project management, or customer success.
• Experience with agile methodologies or service design thinking.
• Familiarity with CRM or service management tools.
• Background in customer-centric industries (e.g., logistics, IT services, retail).
• Strong communication and stakeholder management skills.
• Ability to translate customer needs into actionable service adaptations.
• Analytical mindset with a focus on problem-solving and continuous improvement.
• Fluent in English; additional languages are a plus.

Working Conditions and Environment:

• Authorization to work in the U.S.
• Travel required up to 50%
• Passport or ability to obtain passport
• Professional office etiquette is required at all times
• Ability to travel by air both domestically (US) and internationally (primarily to Austria and other parts of Europe as well as Canada)
• Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting up to 50 pounds.

WHAT YOU WILL GET

• 2 remote days per week when in office
• Half day Fridays when in office
• A beautiful new, state-of-the-art, office complex in Kennesaw, GA
• Industry competitive compensation
• Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
• 401k with a very generous employer match and no vesting!
• Paid Vacation & Holidays
• Profit Sharing
• Paid Parental Leave
• Subsidized Daycare
• Tuition Reimbursement
• Pet Insurance
• Subsidized food delivery
• Monthly celebrations
• Quarterly employee events
• Corporate Social Responsibility including recycling, sustainability and volunteering

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law. 

Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required.  All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”

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