Customer Program Manager

Summary

The Senior Consultant, Customer Business Unit Program Management is responsible for ensuring that customer-focused teams fully understand and meet customer needs and expectations. This role involves managing delivery schedules, product development projects, quality plans, new product introductions, site transfers, and monitoring financial performance to enhance customer satisfaction. The Consultant collaborates with Sales and Business Development to create competitive quotes for manufacturing, repair, or design services, and takes the lead on follow-on business not subject to competitive bidding.

The role requires applying in-depth knowledge of professional standards and industry precedents. The consultant will tackle complex problems requiring comprehensive analysis and will be accountable for the quality of work delivered by external suppliers. They will have decision-making authority and the autonomy to achieve team goals, influencing others outside the team to ensure objectives are met and effectively resolving conflicts. The Senior Consultant may lead multi-functional teams and determine new methods and procedures while fostering internal and external relationships and interacting with senior management on significant issues.

Detailed Description

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

• Serves as the primary interface between the customer and the company for managing specific programs to achieve objectives.
• Manages customer account profitability; forecasting, planning and monitoring efficiency and execution of strategies.
• Collaborates with site teams to ensure product deliveries and quality meet requirements and that projects/programs remain on schedule.
• Oversees projects/programs, including MRP volumes, new product development, and contract execution.
• Coordinates and hosts regular program tracking meetings with customers and internal teams to maintain communication and progress reporting.
• Monitors current and planned programs to achieve revenue targets and address any out-of-plan conditions.
• Maintains frequent communication with customers to ensure satisfaction and gather performance feedback.
• Prepares and analyzes customer surveys and self-assessments, resolving issues and acting as a customer advocate.
• Participates in forecasting, planning, pricing, contract development, and monitoring inventory impacts of order changes.
• Provides performance reporting and analysis for Operations and Customer Performance Reviews, developing plans to address any issues.
• Supports account planning and strategy development, collaborating with sales and business development to meet customer needs.

Knowledge/Skills/Competencies

• Strong customer contact, negotiation, problem resolution, and database management skills.
• Ability to manage multiple projects under tight deadlines and effectively communicate with diverse internal and external stakeholders.
• Proven leadership skills to motivate teams and achieve production goals.
• In-depth knowledge of manufacturing processes, scheduling requirements, and supply chain management.
• Familiarity with design systems and product development project management is essential for design services.
• An understanding of global logistics systems and product delivery methods is necessary for repair services.
• Comprehensive knowledge of business issues related to PCBA manufacturing, pricing, contracts, and negotiations.

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 are frequently required (e.g. data entry, using a computer mouse, using a calculator, etc)

Typical Experience

• Eight or more years of relevant experience.

Typical Education

• Bachelor's degree in related field, or consideration of an equivalent combination of education and experience.

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.