Program Manager (Customer & Account Management)

Work Location: Senai Johor

Monthly Salary: RM 7,000 – RM 9,000 per month

Mandatory Experience Required:8–10 years of experience in program management, manufacturing operations, or customer-facing technical account management. Preferred experience in Contract Manufacturing.

Role Overview

We are seeking a highly motivated and experienced Customer Program Manager (CPM) to lead cross-functional program execution and customer alignment. The CPM acts as the primary interface between the customer and internal teams to manage high-stakes program execution, track commercial risk, and deliver on revenue and margin targets without relying on direct line authority.

Key Responsibilities

• Cross-Functional Leadership & Matrix Management: Lead matrixed cross-functional teams (Operations, Supply Chain, Quality, Engineering) to achieve milestone dates and project deliverables without direct line authority.
• Customer & Commercial Management: Serve as the primary point of contact for customer accounts; track customer commitments, prevent scope creep, monitor revenue exposure, and ensure continuous alignment between customer forecasts and factory capacity.
• Crisis Management & Problem Solving: Drive root-cause analysis (RCA) and resolve high-stakes yield, delivery, or quality crises under extreme time constraints while preserving strong customer relationships.
• Financial Control & Exposure Management: Actively monitor program financials by tracking NRE (Non-Recurring Engineering) costs, scrap/rework expenses, and inventory levels to minimize excess exposure and protect program profitability.
• Executive Communication & De-escalation: Maintain strong executive presence while communicating tough news (delays, yield issues, capacity bottlenecks) to demanding customer stakeholders while maintaining trust and transparency.
• Program Reviews & Operations Alignment: Host regular status tracking meetings with customer and internal teams. Provide performance reporting and analysis for monthly Operations Reviews and quarterly Customer Performance Reviews (CPRs).
• Global Support Alignment: Support flexible communication hours (20–30% off-shift) as needed to align with global/US customer time zones.

Requirements

• Education: Bachelor's degree in Engineering, Business, Supply Chain, or a related field (or equivalent practical experience).
• Experience: 8–10 years of experience in program management, manufacturing operations, or customer-facing technical account management. Preferred experience in Contract Manufacturing.
• Leadership: Proven track record of leading complex, cross-functional teams in a matrixed organization without direct supervisory authority.
• Commercial & Financial Acumen: Demonstrated ability in managing scope creep, tracking NRE costs, scrap/rework expenses, excess inventory, and understanding contract pricing structures.
• Crisis & Conflict Resolution: Demonstrated experience navigating high-pressure delivery or quality crises using structured problem-solving (e.g., RCA, 8D) and executive-level de-escalation skills.
• Communication: Exceptional verbal, written, and presentation skills with an ability to build trust with aggressive or demanding customer teams.