Lead Customer Program Manager

About the role

In this pivotal leadership role, you will be at the helm of a team of Customer Program Managers tasked with managing client projects from inception to completion. Your primary focus will be on nurturing team growth, ensuring the successful execution of programs, and cultivating robust relationships with customers while navigating the intricacies of manufacturing processes.

Key facts

What you'll do

• Lead and mentor a team of Customer Program Managers, ensuring they are effective and high-performing.
• Set clear goals and conduct regular assessments to encourage individual development and accountability within the team.
• Supervise the management of customer programs, ensuring they are delivered on time and that communication remains effective throughout the process.
• Serve as a primary contact for complex customer issues and strategic accounts, providing guidance and support.
• Collaborate closely with Sales and Account Management teams to facilitate smooth onboarding and address any issues that arise.
• Promote a customer-focused culture within the team, emphasizing proactive communication and the importance of relationship-building.
• Maintain a comprehensive understanding of supply chain operations to effectively manage customer expectations and mitigate program risks.
• Ensure compliance with team standards and best practices in program execution and customer engagement.
• Identify and resolve systemic challenges in supply chain and operations that may impact customer satisfaction.
• Drive continuous improvement initiatives within the team to enhance program delivery and customer experience.
• Analyze program performance metrics to identify trends and areas for improvement, ensuring that customer needs are met effectively.
• Foster a collaborative environment where team members feel empowered to share ideas and solutions.

Requirements

• At least 5 years of experience in program management or customer success, preferably within a manufacturing or technology sector.
• Demonstrated leadership capabilities with a proven history of developing teams and managing multifaceted projects.
• Strong grasp of supply chain processes and project management methodologies, with the ability to apply them effectively.
• Exceptional communication and interpersonal skills, enabling you to build strong relationships with clients and stakeholders alike.
• Proficiency in navigating difficult conversations and managing customer expectations with finesse.
• A bachelor's degree in a relevant discipline is required; an advanced degree would be advantageous.
• Experience with cross-functional collaboration and stakeholder management is highly desirable.

Nice to have

• Background in the mechanical parts or manufacturing industry, providing relevant context for the role.
• Familiarity with digital manufacturing platforms and tools, enhancing your ability to manage customer programs effectively.
• Previous experience in a fast-paced, dynamic environment that requires quick decision-making and adaptability.

Skills & tools

• Proficient in utilizing project management software and customer relationship management (CRM) tools to streamline operations.
• Strong analytical capabilities to monitor program health and performance metrics, ensuring alignment with customer expectations.
• Ability to mentor and coach team members, fostering their professional development and adherence to best practices.
• Familiarity with data analysis tools to assess program performance and identify opportunities for improvement.

Practical notes

• The work schedule is set from 7:30 PM to 3:30 AM IST, Monday through Friday, aligning with business hours in the Eastern United States.
• This role operates in a hybrid work model, requiring in-office attendance on Monday, Tuesday, and Wednesday, while allowing for remote work on Thursday and Friday.
• Candidates must be eligible to work in India, ensuring compliance with local employment regulations.
• Competitive salary and benefits package commensurate with experience will be offered to the successful candidate.
• Opportunities for professional growth and development within a dynamic and innovative company culture await the right individual.

About the company

Fictiv Exists to Enable Hardware Innovators to Build Better Products, Faster Fictiv exists
to help product innovators create. Fictiv is a global manufacturing and supply chain company that enables organizations to scale globally across Fictiv’s four global manufacturing centers in India, Mexico, China, and the U. S..