Associate Customer Program Manager (EG)

About the role

In this position, you will be a key driver in enhancing the overall customer experience by managing relationships and ensuring the successful delivery of manufacturing projects. You will serve as the primary point of contact for US clients, coordinating closely with internal teams to address customer needs, resolve issues, and facilitate smooth project execution from start to finish. The role requires a proactive approach to problem-solving, excellent communication skills, and a strong understanding of manufacturing processes. You will be responsible for managing multiple projects simultaneously, ensuring that each meets quality standards, deadlines, and customer expectations. This role offers an exciting opportunity to work in a fast-paced environment, collaborating across departments to improve operational workflows and customer satisfaction.

Key facts

What you'll do

• Act as the main point of contact for customers, building and maintaining strong relationships to foster trust and satisfaction.
• Manage multiple manufacturing orders concurrently, prioritizing tasks and resolving customer requests efficiently.
• Communicate engineering, design, and logistics requirements clearly to internal teams to ensure timely and accurate order fulfillment.
• Collaborate with sales, manufacturing, and logistics teams to support customers throughout the entire project lifecycle, including post-delivery support and issue resolution.
• Oversee projects from initiation through completion, ensuring adherence to scope, budget, and schedule.
• Identify operational bottlenecks and work with cross-functional teams to implement process improvements that enhance efficiency and quality.
• Provide regular updates to customers regarding project status, potential delays, and solutions, maintaining transparency and trust.
• Assist in onboarding new customers by understanding their specific manufacturing needs and expectations.
• Support continuous improvement initiatives by analyzing project data, customer feedback, and operational metrics to identify areas for enhancement.
• Work closely with the quality assurance team to ensure that all products meet the required standards and specifications.
• Coordinate with logistics to ensure timely delivery and manage any issues related to shipping, customs, or other logistical challenges.
• Contribute to the development of best practices and standard operating procedures for customer program management.
• Maintain detailed records of customer interactions, project statuses, and issues using company tools and systems.
• Participate in team meetings, training sessions, and cross-departmental projects to stay aligned with company goals and industry best practices.
• Support the development of customer success strategies to improve retention and expand account opportunities.

Requirements

• A Bachelor's degree in Mechanical Engineering or an MBA is mandatory.
• A minimum of 4 years of experience in program management, project management, supply chain, or customer-facing roles.
• Proven experience working with New Product Introduction (NPI), low-volume production, or rapid prototyping programs.
• Certification such as PMP or similar project management credentials is preferred, along with a solid understanding of project management principles.
• Strong organizational skills with the ability to manage multiple projects and priorities simultaneously in a fast-paced environment.
• Excellent verbal and written communication skills in English, with prior experience engaging directly with US customers considered a plus.
• Demonstrated ability to work proactively, take ownership of tasks, and deliver results with minimal supervision.
• Analytical mindset with problem-solving skills to address complex customer issues and operational challenges.
• Ability to adapt quickly to changing priorities and work effectively under pressure.
• A customer-centric attitude, with a focus on delivering high-quality service and building long-term relationships.
• Willingness to learn about manufacturing processes, supply chain management, and the broader ecosystem of New Product Development.
• Familiarity with project management tools and software to track project progress and communicate updates efficiently.

Nice to have

• Experience working in a hybrid work environment, balancing in-office and remote work.
• Knowledge of manufacturing processes, supply chain logistics, and quality assurance standards.
• Prior exposure to working with international clients, especially US-based customers, and understanding their expectations and communication styles.

Skills & tools

• Proficiency in project management software and tools such as MS Project, Asana, or similar.
• Strong communication skills, both written and verbal, in English.
• Ability to interpret technical drawings, specifications, and logistical data.
• Familiarity with manufacturing workflows, quality standards, and supply chain management practices.
• Competence in using CRM systems or customer management tools to document interactions and project details.

Practical notes

• The working hours are from 9:30 PM to 5:30 AM IST, Monday to Friday, aligning with US Pacific business hours.
• This role follows a hybrid work model, requiring three nights in the office and two nights remote each week.
• The position is based at the Bengaluru, India Office, on-site, and does not include remote or work-from-home options unless explicitly stated.
• Candidates should be prepared for occasional meetings outside regular hours to coordinate with US-based teams.
• Fictiv values diversity and encourages applications from women, members of the LGBTQ community, people of color, individuals with disabilities, and veterans.
• The role involves working in a fast-paced environment that demands adaptability, proactive communication, and a customer-first mindset.
• Candidates should have a strong interest in manufacturing, supply chain management, and continuous process improvement to succeed in this role.