Customer Program Manager

Summary

The primary objective of this position is to coordinate all aspects of the customer relationship, ensuring that program objectives are met within the required timeframe and financial parameters. The role serves as the primary interface between the company and the client, managing project performance, new product introductions (NCI), and global transfer processes while ensuring compliance with quality and regulatory standards.

Detailed Description

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

Customer Interface: Acts as the main point of contact for the client on all project-related issues, establishing communication channels and ensuring adherence to production plans, delivery schedules, and commercial/financial indicators.

Information Management: Disseminates client information to relevant team members and manages the escalation process to the client, ensuring transparency and preventing unforeseen issues.

Request & Project Management: Resolves client requests by defining and implementing technical specifications; prepares detailed reports and presentations for management and external stakeholders.

Product & Process Introduction: Coordinates the quoting process and New Customer Introduction (NCI), monitoring quality, delivery, and cost metrics.

Global Transfers: Manages the Global Product Transfer Process for products, processes, or clients, ensuring financial targets are met and transitions are completed successfully.

Financial & Operational Oversight: Monitors financial performance to reduce unplanned expenses, maintains accurate scorecards, and tracks logistics and inventory indicators.

Risk & Quality Management: Identifies and communicates project risks and opportunities; reviews team reports and adjusts project plans as required.

Compliance & Leadership: Ensures team compliance with internal regulations, Celestica policies, and audit requirements (internal/external) while modeling company values and the Code of Conduct.

Cross-Functional Authority: * Collaborates with teams to resolve customer complaints and analyze satisfaction feedback for corrective actions.

• • Works with CFT (Cross-Functional Teams) on data analysis and regulatory reporting/advisory notices when necessary.

  • Manages the Return Material Authorization (RMA) process for product servicing.

  • Drives process improvements to enhance product and process quality.

Knowledge/Skills/Competencies

• Education: University degree in a Technical or Economic field.

• Experience: 7–10 years of experience in Program Management, Account Management, or related fields.

• Regulatory Knowledge: Proficiency in ISO 9001; ISO 13485 (Medical Devices), and ISO 14971 (Risk Management for Medical Devices) are a plus

• Technical Skills: Advanced proficiency in Microsoft Office; strong technical aptitude.

• Communication: Conversational English skills; excellent interpersonal communication and client relationship management.

• Leadership: Demonstrated ability in leadership, mentoring, and team coordination.

• Analytical Skills: Strong financial acumen with the ability to monitor indicators, manage budgets, and ensure data accuracy in reporting.

Physical Demands

• Duties of this position are performed in a normal office environment.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
• Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
• Above demands are carried out within the local existing Health and Safety guidelines

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.