Global Business Office Director 1

General Overview

Functional Area:    OPS - Operations        
Career Stream:    CPM - Customer Program Management        
Role:    Director 1           
Job Title:    Global Business Office Director 1        
Job Code:    DR1-OPS-GBO        
Band:    Level 12                    
Direct/Indirect Indicator:    Indirect

Summary

The Global Business Office Director is responsible to manage a team of one or more global program managers on a particular customer or customer group or division. The Director has the responsibility to ensure that all operational concerns are dealt with and should ensure that any customer escalations are held at his/her level. If escalation above this level is required, the Director must ensure that adequate lead-time and briefing is provided to higher levels of management. The Director manages a team who are responsible to ensure that the site customer focused teams fully understand the Customers needs and expectations and to manage meeting or exceeding those expectations. Further the role requires that the customers expectations are managed regarding the capability of the plant or service area supporting the Customers needs. This will typically mean being involved in managing delivery schedules, or product development projects, quality plans and actions, new product introduction, site to site transfers, finding and deploying new solutions, monitoring financial performance and managing customer satisfaction. Additionally, the global program manager is to provide collaborative support to Sales and Business Development for new and competitive business quotes for manufacturing, repair or design services and to take the lead on business-as-usual follow-on business which is not being competitively quoted.

Will typically manage a customer account or division with less than $500million annual revenue. Deals with a number of different customer functional areas and a number of Celestica sites. Will act as the primary executive interface on all operational areas and operates freely within the objectives set by the Unit.

Detailed Description

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

• Acts as the primary interface between the customer and the company for managing specific programs to achieve planned objectives.
• Works with the site teams to plan and monitor activities to ensure that product deliveries and quality meet requirements and that projects/programs are on schedule.
• Projects/programs include: MRP volumes and commitments, new product development support, manufacturing readiness reviews and contract execution.
• Coordinates and hosts regular (as needed) program tracking meetings with the customer and internal account team members to ensure ongoing communication and up-to-date progress/status reporting occurs.
• Manages current and planned programs to achieve planned revenue.
• Monitors plans to meet commitments and schedules for customers.
• Coordinates action plans with the sites to correct out-of-plan conditions.
• Communicates frequently with customers to help ensure satisfaction with the company and the products.
• Solicits performance feedback and communicates information to internal teams and departments.
• Prepares, distributes and analyzes customer surveys and self-assessments.
• Receives and resolves customer issues and complaints.
• Acts as a customer advocate to drive prioritization of projects and responses to problems/issues.
• Participates in the pricing/bid preparation process and contract development and management.
• Monitors the impact on inventory of order changes and establishes procedures and charges to the customers.
• Provides performance reporting and analysis for monthly Operations Reviews and quarterly Customer Performance Reviews.
• Develops and implements plans to address problem areas.
• Supports account planning, strategy development and sales.
• Participates in contract negotiations and helps develop long-term agreements on processes, charges, etc.
• Plays a key role in developing account sales strategies and in this capacity works directly with sales and marketing to implement with the customer.

Knowledge/Skills/Competencies

• In-depth knowledge of medical manufacturing process, schedules and scheduling requirements, and SCM.
• have a working knowledge of design systems, product architectures and product development project management.
• Should understand Worldwide logistics systems and product delivery methods
• In-depth knowledge of the business issues associated with manufacturing PCBs is a plus.
• In-depth knowledge of product pricing, contracts and contract negotiations.
• Thorough understanding of business risks and price make up (Value add and Materials)
• Knowledge of systems assembly and order fulfilment can be required
• Excellent customer contact, negotiation and problem resolution skills.
• Good presentation and computer skills.
• Ability to manage multiple, detailed projects to a successful end while working under tight time deadlines.
• Strong interpersonal skills and ability to effectively communicate with a wide variety of internal and external customers.
• Ability to effectively lead and motivate a diverse group of employees to achieve high production within tight time deadlines.
• Knowledge of FDA 21 CFR 820 and ISO 13485 Medical Device Quality Requirements and other medical device industry standards, regulations, and directives.

Physical Demands

• Duties of this position are performed in a normal office environment or manufacturing floor
• Likely there will be a significant amount of travel between customer and Celestica locations
• 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

Typical Experience

• Eleven to fourteen years relevant experience

Typical Education

• Bachelor’s degree in related field, or consideration of an equivalent combination of education and experience.
• Engineering degree preferred
• MBA preferred
• Educational Requirements may vary by Geography

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.