Director of Customer Programs & Strategic Accounts

Position Summary

The Director of Customer Programs & Strategic Accounts leads strategic customer relationships and complex customer programs within a highly regulated manufacturing environment. This executive leader serves as the primary point of accountability for customer satisfaction, program execution, account growth, and cross-functional coordination.

Working closely with Operations, Manufacturing, Engineering, Quality, Supply Chain, and Commercial teams, the Director ensures customer commitments are delivered on time, within scope, and at the highest standards of quality and performance.

The ideal candidate brings extensive experience in customer success, strategic account management, program management, manufacturing operations, executive customer engagement, and cross-functional leadership. Success in this role requires strong business acumen, exceptional communication skills, and the ability to influence outcomes across multiple functions and complex programs.

Key Responsibilities

• Lead executive-level customer relationships and strategic accounts.
• Drive successful execution of complex manufacturing and industrial programs.
• Serve as the senior escalation point for customer issues and program risks.
• Partner with cross-functional teams to ensure delivery, quality, and customer satisfaction.
• Build customer trust, retention, and long-term account growth.
• Establish program governance, performance metrics, and executive reporting.
• Develop and mentor high-performing program management teams.

Required Qualifications

• 15 years of progressive leadership experience in customer success, program management, strategic account management, operations leadership, project management, or related industrial environments.
• Demonstrated success managing executive-level customer relationships in complex manufacturing, industrial, energy, aerospace, defense, nuclear, or highly regulated markets.
• Proven experience leading teams and influencing cross-functional stakeholders without direct authority.
• Strong background in customer program management, strategic accounts, customer relationship management (CRM), project execution, and business operations.
• Excellent executive communication, presentation, negotiation, and conflict-resolution skills.
• Experience managing multiple complex programs, customers, and priorities simultaneously.
• Strong analytical and business acumen with the ability to make decisions in fast-paced environments.
• Bachelor's degree in Engineering, Business Administration, Operations Management, Manufacturing, Project Management, or a related discipline.
• Exceptional interpersonal, leadership, collaboration, and stakeholder management skills.

Industry Experience

• Experience operating within regulated manufacturing or industrial environments.
• Familiarity with quality management systems, compliance requirements, and customer-driven regulatory standards.
• Nuclear industry experience, including familiarity with ASME Section III, NQA-1, and 10 CFR 50 Appendix B, is highly desirable.

Preferred Qualifications

• Experience leading first-of-a-kind (FOAK), complex fabrication, serialized manufacturing, modular construction, or large-scale industrial programs.
• Prior experience supporting major energy, nuclear, aerospace, defense, or advanced manufacturing customers.
• Demonstrated success building or transforming customer-facing organizations, operating models, or program management functions.
• PMP, PgMP, Lean Six Sigma, Customer Success, or related professional certifications.
• Master's degree in Engineering, Business Administration (MBA), Operations Management, or a related field.

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