Program Manager (Contract Manufacturing)

Program Manager (Customer Solutions Manager)

Role Summary

The Program Manager (Customer Solutions Manager) is the primary owner of assigned customer programs and serves as the single point of accountability from Request for Quote (RFQ) through shipment of finished products. This role combines customer relationship management, program execution, and commercial oversight to ensure customer commitments are achieved while protecting profitability and fostering long-term customer partnerships.

The Program Manager (Customer Solutions Manager) leads cross-functional collaboration across Engineering, Supply Chain, Quality, Manufacturing, Production Planning, and Finance to resolve issues, implement changes, and deliver high-quality manufacturing solutions that meet customer expectations for cost, quality, and delivery.

Key Responsibilities

Customer Ownership & Relationship Management

• Serve as the primary point of contact for assigned customer accounts, owning program communication, commitments, and overall customer satisfaction.
• Lead customer business reviews, program status meetings, issue resolution discussions, and escalation management.
• Develop strong customer relationships and proactively identify opportunities to improve service, responsiveness, and value.
• Translate customer requirements into clear internal priorities and executable action plans.

End-to-End Program Management

• Own the complete program lifecycle, including RFQ support, quoting, New Product Introduction (NPI), production launch, ongoing manufacturing, and end-of-life activities.
• Develop and maintain program schedules, milestones, risk assessments, and action plans to ensure successful execution.
• Coordinate customer demand, production priorities, and operational resources to meet delivery commitments.
• Monitor program performance and drive corrective actions when targets are at risk.

Commercial & Financial Accountability

• Coordinate and support the development of accurate and timely customer quotations.
• Ensure pricing integrity, change-order management, and margin protection throughout the program lifecycle.
• Partner with Finance to monitor revenue, profitability, and program financial performance.
• Support contract reviews and commercial negotiations as required.

Engineering Change & Issue Resolution

• Lead implementation of Engineering Change Notices (ECNs) and customer-driven changes, ensuring alignment on scope, timing, cost, and execution.
• Coordinate cross-functional root cause investigations and corrective actions for quality, delivery, and cost-related issues.
• Maintain proactive and transparent communication with customers regarding program changes and issue resolution.
• Ensure customer concerns are addressed quickly with sustainable solutions.

Cross-Functional Leadership

• Drive alignment across Engineering, Manufacturing, Quality, Supply Chain, Production Planning, and Sales teams.
• Facilitate decision-making and issue resolution to remove barriers impacting customer commitments.
• Escalate risks, constraints, and opportunities to site and executive leadership with clear recommendations.
• Promote a culture of accountability, collaboration, and continuous improvement.

Inventory & Working Capital Management

• Manage excess and obsolete inventory associated with assigned customer programs.
• Collaborate with Supply Chain and Finance to minimize inventory exposure and optimize material utilization.
• Monitor forecast changes and inventory risks to protect company financial performance.

Continuous Improvement

• Capture lessons learned and implement process improvements related to quoting, NPI, customer communication, and change management.
• Support the development and standardization of customer-facing program management processes and best practices.
• Participate in Lean, Six Sigma, and operational excellence initiatives.

Success Metrics (KPIs)

• On-time delivery performance to customer commitments
• Program gross margin versus plan
• RFQ turnaround and quotation cycle time
• Change-order and ECN implementation accuracy and timeliness
• Customer satisfaction and account performance metrics
• Excess and obsolete inventory reduction
• Program schedule adherence
• Issue resolution cycle time

Required Qualifications

• Bachelor’s degree in Engineering, Supply Chain Management, Business Administration, Operations Management, or a related field; equivalent experience may be considered.
• Minimum of 5 years of experience in program management, customer solutions, account management, operations leadership, or a related role within a contract manufacturing or complex manufacturing environment.
• Demonstrated experience managing customer programs from RFQ through production and shipment.
• Strong business, commercial, and financial acumen.
• Proven ability to lead cross-functional teams and influence stakeholders without direct authority.
• Excellent communication, presentation, negotiation, and relationship-management skills.
• Strong analytical, organizational, and problem-solving capabilities.

Preferred Qualifications

• Project Management Professional (PMP) certification or equivalent program management certification.
• Experience in regulated, high-reliability, aerospace, medical device, defense, or electronics manufacturing environments.
• Lean Manufacturing, Six Sigma, or continuous improvement training/certification.
• Experience with ERP/MRP systems and manufacturing planning processes.

Core Competencies

• Customer-focused leadership and accountability
• Strategic relationship management
• Structured problem-solving and decision-making
• Commercial awareness and financial discipline
• Cross-functional leadership and collaboration
• Executive-level communication and professionalism
• Change management and conflict resolution
• Results-oriented execution
• Ability to balance urgency with long-term customer success
• Continuous improvement mindset