Customer Programs Manager

About this position

About Master Machine

• Founded in 1993 and headquartered in Chattanooga, TN, Master Machine LLC is a precision machining and fabrication company specializing in high‑specification components for the nuclear, defense, and critical infrastructure sectors.
• As part of Fusion Enterprises - a private company building a best‑in‑class portfolio of businesses serving the nuclear energy industry - Master Machine delivers complex, safety‑related components manufactured to the highest quality standards under a robust nuclear Quality Assurance Program.
• Together with Fusion, we are focused on operational excellence, long‑term customer partnerships, and providing essential solutions that help power and protect our world.

Customer Programs Manager

Master Machine | Chattanooga, TN

About the Role

Master Machine is seeking an experienced, customer-focused Customer Programs Manager to serve as the primary point of contact and internal coordinator for assigned strategic customer programs.

This role owns the day‑to‑day execution of customer programs from order and contract handoff through manufacturing, inspection, shipment, delivery, and follow‑on opportunities. The Customer Programs Manager works across Engineering, Quality, Manufacturing, Supply Chain, Planning, Finance, and Sales to keep customer requirements, schedules, technical scope, quality expectations, and commercial commitments aligned.

This is a hands‑on program leadership role in a complex manufacturing environment. The ideal candidate can build strong customer relationships, lead cross‑functional teams, identify risks before they become problems, and bring structure and accountability to demanding programs.

What You’ll Do

• Serve as the primary day‑to‑day point of contact for assigned strategic customer programs.
• Own program execution from contract handoff through manufacturing, inspection, shipment, delivery, and closeout.
• Lead customer and internal program reviews, including kickoff meetings, milestone reviews, status updates, risk discussions, and recovery planning.
• Coordinate activities across Engineering, Quality, Manufacturing, Supply Chain, Planning, Finance, and Sales.
• Translate customer and contractual requirements into clear actions, owners, deadlines, milestones, and decision points.
• Maintain visibility to program schedules, critical‑path activities, material availability, engineering progress, quality requirements, and customer deliverables.
• Provide customers with proactive, accurate updates regarding schedule, production status, technical matters, risks, and recovery actions.
• Identify and escape technical, quality, manufacturing, supply‑chain, schedule, and commercial risks before they become customer‑impacting issues.
• Support customer visits, source inspections, witness and hold points, program reviews, and post‑delivery follow‑up.
• Maintain program schedules, milestone trackers, action logs, risk registers, customer communications, and other program‑control tools.
• Partner with Finance and Sales on billing milestones, change management, cash collection, margin protection, and commercial matters.
• Identify follow‑on opportunities and recurring customer needs in partnership with Sales and Business Development.
• Help develop and improve common tools, templates, reporting, meeting rhythms, and best practices as Master Machine builds its Customer Programs function.

What We’re Looking For

• Bachelor’s degree in Engineering, Business, Operations, Supply Chain, Project Management, or a related field preferred; equivalent relevant experience will be considered.
• 5+ years of experience in program management, project management, customer program management, account management, operations, engineering, manufacturing, or a related customer‑facing execution role.
• Experience managing complex, cross‑functional programs involving manufacturing, engineering, quality, procurement, and customer stakeholders.
• Demonstrated ability to manage customer expectations and communicate effectively during schedule, technical, quality, or commercial challenges.
• Strong understanding of schedules, milestones, risk management, action tracking, and status reporting.
• Strong organizational skills with a high level of attention to detail, follow‑through, documentation, and closure.
• Ability to lead and influence cross‑functional teams without relying on direct reporting authority.
• Excellent written, verbal, presentation, and customer communication skills.
• Proficiency with Microsoft Excel, PowerPoint, Word, and Outlook.

Preferred Experience

Experience in one or more of the following areas is especially valuable:

• Nuclear manufacturing, nuclear services, power generation, advanced reactors, DOE/NNSA programs, or other highly regulated industrial environments.
• NQA-1, ASME Section III, commercial-grade dedication, 10 CFR 50 Appendix B, or similar quality and compliance frameworks.
• Build‑to‑print, engineered‑to‑order, machining, fabrication, pressure‑boundary, packaging, or other complex manufacturing environments.
• ERP, MRP, project management, scheduling, CRM, or manufacturing planning systems.
• Contract execution, change orders, billing milestones, margin management, or cash collection.
• PMP or other program/project management certification.

What Success Looks Like

Successful Customer Programs Managers create clarity and accountability across complex customer programs. They build trust with customers, keep internal teams aligned, surface risks early, and ensure commitments are supported by realistic execution plans.

In this role, you’ll help Master Machine improve customer communication, strengthen program visibility, reduce late surprises and unclear handoffs, and support on‑time delivery, quality performance, cash collection, and margin protection.

You’ll also have the opportunity to help shape the tools, processes, and operating model for a growing Customer Programs function as Master Machine continues to expand.