Program Manager

Program Manager

The Program Manager is responsible for overseeing end-to-end service delivery performance, customer communication, and operational coordination across onsite and depot service programs. This role ensures consistent execution, high-quality service, and alignment with customer expectations while driving continuous improvement across the network. This position is customer-facing and based at a customer site, requiring daily interaction with the customer. Success in this role depends heavily on strong alignment and communication with Operational Managers, ensuring all messaging, plans, and performance updates are coordinated internally before being communicated externally to the customer.

Key Responsibilities

• Own and manage key performance indicators including On-Time Delivery (OTD), invoice accuracy, backlog health, WIP aging, asset accuracy, and vendor turnaround times.
• Publish regular performance updates and drive corrective actions across onsite and depot teams.
• Monitor and improve data accuracy within systems such as Microsoft Dynamics and other operational platforms.
• Partner closely with Operational Managers to coordinate service delivery execution, ensuring full alignment on priorities, risks, and recovery plans before communicating updates to the customer.
• Serve as a primary, on-site customer interface with daily communication, providing updates, addressing concerns, and ensuring a high level of customer engagement and satisfaction.
• Ensure all customer-facing communication is aligned, consistent, and reflects agreed-upon operational plans and capabilities.
• Coordinate workload planning across onsite and depot teams, including scheduling, capacity balancing, and headcount forecasting.
• Support execution of annual and quarterly calibration cycles, including equipment turn-ins, replacements, and forecasting.
• Lead customer meetings, including agenda setting, action tracking, and follow-ups.
• Coordinate pre-onsite planning and post-onsite reviews to ensure successful execution.
• Work with Procurement to manage vendor relationships and follow-ups for outsourced services (OSS) and network transfers.
• Coordinate OEM work routing, ensuring proper tracking, communication, and turnaround alignment.
• Communicate operational status, constraints, and recovery plans to the customer with clarity and transparency, ensuring prior alignment with Operational Managers.
• Support and manage internal and external quality audits.
• Develop and maintain SOPs, standard work, and communication templates.
• Lead or support continuous improvement initiatives using Ralliant Business System (RBS tools).
• Act as escalation point for operational and customer issues, ensuring alignment between operations and customer expectations.
• Identify opportunities for upselling and cross-selling services and partner with sales teams.

Qualifications

• Bachelor's degree in Business, Operations, Engineering, or related field (or equivalent experience).
• 5+ years of experience in program management, operations, or customer success within a service-based environment.
• Strong analytical and data-driven decision-making skills.
• Experience managing KPIs and operational performance metrics.
• Excellent communication and stakeholder management skills.
• Proven ability to work cross-functionally with Operational Managers and ensure internal alignment prior to external customer communication.
• Experience in a customer-facing role with frequent or daily interaction preferred.
• Ability to manage multiple priorities across cross-functional teams.
• Familiarity with calibration, metrology, or technical service environments preferred.
• Experience with service management systems (e.g., Microsoft Dynamics) is a plus.