Program Manager

Program ManagerPhoenix, Arizona, United StatesJob DescriptionThe Program Manager is responsible for the execution of customer strategies related to one or more customers including all products/programs from new product introduction through volume production. He/she is responsible for achieving high customer satisfaction, driving profitable business relationships and sales growth and providing strong leadership to the customer focus teams to ensure achievement of customer commitments. This role requires a background within an electronics manufacturing service (EMS) or contract manufacturer (CM).ResponsibilitiesLeader of the Customer Focus Team (CFT). Prioritize and monitors all CFT activities.Acts as primary day-to-day customer point of contact and functions as the primary Customer contact in resolution management and responsible for the overall health of the customer relationship.Ensures successful new product introduction:Executes to NPI standard processUnderstands and monitors S&OPIdentifies and secures skills needed for effective transitionsSets appropriate expectations with customersManages pricing and ECO prioritization during the processUnderstands and maintains customer product knowledge and roadmapGains understanding of customer market and competitionEstablishes and monitors KPIs related to E&O, PPV and inventory turnsManages recurring pricing activities. Uses contract, pricing model and updated costs to present new pricing to customers. Negotiates to successful completion.Monitors and investigates technical, scheduling, financial and quality metrics, which deviate from established requirements; determines cause, and, takes corrective action.Schedules Executive Business Reviews (EBR) and Quarterly Business Reviews (QBR)Ensures appropriate attendees are well prepared for meeting, understanding data and issuesSets meeting objectives, develops agendas and tools to accomplish objectivePrepares internal teams for meetingAligns topics and presentations with customer prior to meetingProvides timely notification to GMs and global program managers of critical problems encountered, action taken, and anticipated effect on project objectives.Accountable for driving objectives related to continuous improvementsAccountable to ensure the build and delivery schedules by working with the customer, internal supply chain, and operations.Works with SCA to ensure resolution of excess and obsolete inventory issues.Ensures the recovery for costs related to ECO activity, Non-Recurring Expenses (NRE) and other miscellaneous.Meets and manages customer demand in accordance with contract, site inventory objectives, equipment and personnel capacityEnsures customer demand (PO and Forecast) is managed and well understood by CFT membersCommunicates updated data to close gap between customer request and our commitment (manage expectations)Tracks, trends and reports On-Time Delivery to customer request and our commitmentMonitors customer revenue plan through demand outlookUnderstands contractual obligations of the contract related to:Flexibility allowances and manages requests for pull-ins and push-outs or cancellationsPayment terms and invoicingAny potential penalties from customerCost reduction obligations/targets and communicates to organizationExcess and obsolete terms, recovery and escalation path as requiredWarranty terms, recall and epidemic failure qualifiersEnsures execution to contract terms and conditions to meet our obligations.Communicates contract requirements internally.Conducts monthly Program Reviews utilizing our standard process.Executes customer quotation requestsAssesses risk utilizing and the Risk/Liability ToolEnsures accuracy of quotations to protect gross marginValidates the establishment of quotes to actuals costs comparisonsCoordinates with procurement organization to develop supply chain strategy which aligns with customer contract and site goalsIdentifies risk of inventory exposure, coordinates reserve with site controllerManages inventory days of salesEstablish standard cost for parts based on customers influence, material, labor standard changes or inventory daysEnsures Positive Price Variances alignment to site goals at the point of saleReviews Supply Chain data related to component lead-time, MOQ, and impacts to total inventory exposureResponsible to determine if customer will be responsible for negative PPV and or associated procurement costs and if so, collect money from customerDevelops an understanding of DFx philosophy including Design for manufacturing, Design for Test, and Design for BOM or Cost and promotes with the customer and coordinates with the appropriate function.Accountable for and ensures receipt and distribution of customer documentation packages.Coordinates collection and distribution of customer quality data.Ensures ECO process and impacts are captured and reported to customer.Monitors customer DPPM, DPU or DPMO with customer focus team to ensure quality measurements are within contract and customer required limitsMonitors customer escapes events and lead customer focus team to root cause and corrective action driving closer of issuesMonitors customer COPQ and works with CFT to reduceParticipates in MRB activities to drive rapid resolution of issuesEmbraces change and adapts quickly to a new way of working.Actively uses analytical skills to solve problems by gathering data, analyzing it and drawing concise solutions.Actively uses, applies and promotes problem solving tools (root cause, 8D, 5 Why's, 6Ms, etc.) in daily activities to recognize and define problems, analyze data, develop and implement solutions, and evaluate outcome.Possess sound negotiating ability. Effectively explores alternatives and positions to reach mutually beneficial sales agreements that gain customers acceptance and commitment.Effectively explores alternatives to reach mutually beneficial agreements that gain customers acceptance and commitment.Exhibits solid understanding of the concepts and how to positively impact OI and RONA levers.Where applicable, recruits, interviews and hires team members. Continuously assesses individual and team strengths and development needs. Coaches and mentor subordinates.Creates and manages succession plans.Establishes clear measurable goals and objectives by which to assess individual and team results (i.e. metrics, results against project timelines, training documentation, knowledge of roles and responsibilities, personal development goals).Drives individuals and teams to continuously improve in key metrics and the achievement of organizational goals.Ensures that the responsibilities, authorities, and accountability of all direct subordinates are defined and understood.Drives a lean culture.Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value-added processes, or complete re-engineering of processes and systems).Other InformationCustomer Complexity: Manages challenging customer relationships and may require GM or executive involvement or guidance from time-to-time. Customer relationships are mildly complex and generally include fewer customer part numbers, and the products with lower propensity for change. Program Manager may require more oversight to resolve customer issues.Discretion: Erroneous decisions or failure to achieve results will jeopardize the sites quarterly revenue or operating income.Interaction: Regularly interacts with customers, and/or functional peer group managers. Leads cooperative effort among members of CFT.Supervision: Does not have direct reports. May be assigned as a mentor to newly hired PMs.QualificationsExcellent written and verbal communication skillsEffective interpersonal skillsEffective multitasking skills and the ability to take on additional responsibilities as requiredEffective organization and prioritization skillsDemonstrate high attention to detailAbility to work with diverse groupsDemonstrates discretion, confidentiality, independent judgment and professionalism.Ability to work with minimal supervision and guidance, exercising discretion and independent judgment.Understanding of and ability to use continuous improvement tools.Strong customer service and client focusWorking knowledge of productivity tools, including Microsoft Office products and Team's conferencing software.Demonstrated leadership and people management skills including ability to effectively coach and mentor employees at all levels.