Summary

An experienced program manager to oversee and coordinate multiple projects aligned with our organizational goals. The program manager will be responsible for strategic planning, execution and delivery of programs, ensuring that all projects within the program are completed on time, within cope and budget. Good leadership, communication and organizational skills to drive cross-function collaboration and achieve business objectives.

Detailed Description

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

Serve as the primary point of contact for customer accounts
Translate high-level customer needs into actionable internal roadmaps
Act as an internal customer advocate
Collaborate with the team on day-to-day activities of customer accounts
Ensure product deliveries are on time and projects/programs stay on schedule
Develop action plans to address out-of-plan conditions
Receive and validate customer demand signals, ensuring data integrity before loading into ERP system
Analyze internal capacity, material availability, and lead times to assess the achievability of customer request dates
Manage customer account profitability. Forecast, plan, and monitor the efficiency and execution of strategies
Analyze cost variances and price makeup (value add vs. materials)
Participate in reviewing, developing, and managing contract terms and pricing
Manage and monitor customer satisfaction through day-to-day activities and formal measures (surveys, self-assessments, complaints)
Communicate regularly with customers to ensure satisfaction with the company and products
Coordinate and host program tracking meetings with customers and internal team members
Ensure ongoing communication and up-to-date progress/status reporting
Receive and resolve customer issues and complaints
Monitor the impact of order changes on inventory
Provide performance reporting and analysis for monthly Operations Reviews and quarterly Customer Performance Reviews
Collaborate with cost engineering, finance, and SCM staff to analyze costs and price variances
Ensure resource allocation and budget management across all projects within the program
Proactively identify and resolve risks and issues spanning multiple projects, escalating when necessary

Knowledge/Skills/Competencies

Minimum of 10 years experience in program management, manufacturing, or customer relationship management roles.
In-depth knowledge of the manufacturing process, schedules and scheduling requirements, and SCM.
In-depth knowledge of the business issues associated with capital equipment manufacturing.
In-depth knowledge of product pricing, contracts and contract negotiations.
Thorough understanding of business risks and price make up (Value add and Materials)
Excellent customer contact, negotiation and problem resolution skills.
Good presentation, database management 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.

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.

10 - Customer Program Manager 2