Customer Program Assurance Analyst

Who We Are Overhaul is a supply chain integrity solutions company that allows shippers to connect disparate sources of data into the first fully transparent situational analysis engine designed for the logistics industry. Data that is transformed into critical insights can instantly trigger corrective actions, impacting everything from temperature control to handling requirements or package-level tracking, ensuring cargo arrives at its destination safely, undamaged, and on time. We are a dynamic, innovative, and fun team who is highly committed to our customers' experiences and our Mission and Vision. Role Overview The Customer Program Assurance Analyst is responsible for ensuring that a dedicated customer program is operating as designed, configured correctly, and consistently delivering the expected level of service. This role sits within Customer Success and serves as both the quality and operational assurance lead for the customer program. The Customer Program Assurance Analyst will proactively review shipment activity, workflows, configurations, alerting, monitoring processes, and overall program performance to identify gaps before they become customer issues. They will work closely with the dedicated Customer Success team, Operations, Product, Support, and other internal stakeholders to ensure that the program is functioning as expected and continues to improve over time. Key Responsibilities Program Assurance & Quality Conduct ongoing reviews of customer shipments to ensure the program is operating according to agreed requirements and expectations. Review shipment configurations, workflows, monitoring requirements, device settings, alert settings, routes, locations, and other program-specific parameters for accuracy. Identify configuration errors, process gaps, inconsistent execution, or recurring operational issues and drive them through resolution. Validate that alerts, events, workflows, and monitoring processes are functioning as expected. Perform regular program audits and spot checks across shipments, regions, workflows, and operational teams. Identify trends or systemic issues that may affect program performance, customer experience, or risk. Partner with internal teams to determine root cause and ensure corrective actions are implemented. Confirm that changes made to the customer program are implemented correctly and producing the intended result. Maintain visibility into open issues, corrective actions, and recurring areas of concern. Help establish and maintain customer-specific quality standards, review processes, and program controls. Customer Program Leadership Develop a deep understanding of the customer’s supply chain, security requirements, routing, operating model, and program objectives. Serve as a subject matter expert for the customer’s Overhaul program. Continuously evaluate how the program is performing against the customer’s expectations and intended design. Work with the Customer Success team to identify opportunities to improve workflows, routing, monitoring, processes, and overall program effectiveness. Support implementation of new workflows, locations, lanes, regions, capabilities, and program changes. Ensure customer requirements and operational expectations are clearly understood and translated into the appropriate internal configuration and processes. Partner with the account team on program reviews, customer reporting, escalations, and strategic initiatives. Support investigation and follow-up on significant customer incidents or service issues, particularly where program configuration or execution may have contributed. Cross-Functional Partnership Work closely with Operations and monitoring teams to validate operational execution and identify opportunities for improvement. Partner with Product and Engineering when system behavior, configuration, or functionality requires investigation or enhancement. Collaborate with Implementation, Support, Device Operations, Security,…

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