Senior Program Manager

JOB SUMMARY

The Senior Program Manager works on customer projects in a customer-faced role. Assignments will include mid- size customers, involving more complexity. The Senior Program Manager is responsible for the following: Relationship Management, Customer Satisfaction, Tactical Business Execution and Commercial/Contract Management.

RESPONSIBILITIES

Relationship Management Understands customer offerings and directs the customer appropriately towards additional or alternative customer services.

• Works with site Lead PM to provide revenue forecasting by account.
• Works with site Lead PM to respond to RFQ / Quotation/ Proposal process.
• Works with site Lead PM and other team members to support Opportunity Sales Process.

Customer Experience & Satisfaction:

• Responsible for Customer Satisfaction (On-time Delivery, Quality, Communication).
• Provide verbal and written communication to customers to ensure expectations are met.

Tactical Business Execution:

Serve as the primary site liaison between the company and the customer to ensure customer requirements are met.

• Responsible for tactical day-to-day business execution.
• Coordinates with cross functional teams consisting of production, engineering, test, QA, materials, and planning. Understands all aspects required to launch a new program or order.
• Works with site Lead PM to manage order management and acknowledgement, change management and resulting scope creep, customer reporting, communication, and business issue resolution.
• Responsible for tracking relevant metrics and drive action items to end results both internally and externally. Works with site Lead PM to achieve monthly revenue attainment.
• Conduct team meetings, document issues, and proactively keep internal and external customers informed of status and overall status of the program.

Commercial/Contract Management:

• Works with site Lead PM to manage all program-related decisions and ensure alignment to the terms and conditions of the customers' contract (On-Time delivery, A/R, E&O material issues, PPV, credit, RMAs).

Requirements

• Undergraduate degree preferred and/or 7 years relevant industry experience.
• Prior experience in EMS manufacturing required in a program management and/or customer facing role. Demonstrated knowledge of manufacturing, Engineering and Technical Services.
• Strong written and verbal communication skills.
• Proven problem-solving skills are necessary.
• Prior experience driving customer account development.
• Prior experience in managing customer revenue growth and commercial management/execution. Proficient computer skills: MS Office (Excel, Word, and PowerPoint).
• Collaborative, team player.