Customer Operations & Account Program Manager

Summary

We are seeking a highly motivated and experienced Customer Operations & Account Program Manager to lead and optimize our customer programs and daily operational execution. In this role, you will provide direct management to entry-level professional and semi-skilled employees performing diverse, specialized roles across multiple work groups.

As the primary operational interface between smaller customer accounts and the company, you will manage specific programs to achieve planned revenue and profit targets. You will also collaborate closely with cross-functional teams overseeing day-to-day account activities to ensure projects stay on schedule and product deliveries arrive on time.

Detailed Description

Performs tasks such as, but not limited to, the following:

Team Leadership & Personnel Management

• Provide direct, day-to-day supervision to employees across multiple functions or work groups, assigning tasks and conducting regular quality checks.
• Direct and guide subordinates to meet operational targets using established guidelines, policies, and procedures.
• Own personnel decisions for your team, including hiring, termination, performance evaluations, and compensation recommendations.
• Coach, mentor, and discipline team members as necessary to drive continuous performance improvement.

Program & Account Operations

• Serve as the primary operational liaison between the company and smaller customer accounts, managing specific programs to hit revenue and profitability goals.
• Collaborate with internal account teams to monitor daily activities, ensuring timely product delivery and project milestones are met.
• Lead and manage current and pipeline programs to secure planned revenue, leveraging guidance from senior team members when needed.
• Monitor and analyze how customer order changes impact existing inventory.

Client Relations & Communication

• Maintain frequent, proactive communication with customers to ensure high satisfaction with our products and services.
• Coordinate and host routine program tracking meetings with customers and internal stakeholders to ensure transparent status reporting and communication.
• Act as the main point of contact for receiving, troubleshooting, and resolving customer issues or complaints.

Strategy, Budgeting, & Reporting

• Establish annual functional plans, objectives, and policy interpretations, while actively contributing to broader policy development.
• Execute program budgets, build operational schedules, and enforce company policies and procedures.
• Prepare and deliver comprehensive performance reports and analytics for monthly Operations Reviews and quarterly Customer Performance Reviews.

Scheduling Flexibility

• Willingness to work 20–30% outside of standard local business hours (early mornings or late nights) to provide seamless support to US-based customers.

Knowledge/Skills/Competencies

• Education: Bachelor’s degree in a related field, or an equivalent combination of formal education and practical experience.

• Experience: 7 to 10 years of relevant professional experience in program management, account management, or customer operations within a manufacturing or production environment.

• Industry Knowledge:

  • In-depth knowledge of manufacturing processes, production schedules, scheduling requirements, and supply chain management.

  • Strong command of product pricing, commercial contracts, and contract negotiations.

  • Thorough understanding of business risks and price make-up (including value-add and materials).

• Core Skills:

  • Excellent customer relations, negotiation, and conflict-resolution capabilities.

  • Strong presentation, database management, and general computer skills.

  • Proven ability to manage multiple complex, detailed projects simultaneously under tight deadlines.

  • Exceptional interpersonal skills with the ability to communicate effectively with diverse internal and external stakeholders.

  • Demonstrated ability to lead, motivate, and drive high productivity from a diverse team under tight schedules.

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.