Customer Program Manager

Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing-improving productivity, enhancing people's lives and redefining what's possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications-from minimally invasive surgery to robotics to 3D metal printing. Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific. Looking for a great place to work? You have found it with a culture that embraces teamwork, collaboration and empowerment. Come explore Novanta. As the Customer Program Manager, you will serve as the primary operational interface and Voice of the Customer for Tier 1 accounts within the medical device, life & Health Sciences and, and semiconductor segments. This role combines strategic customer leadership, program execution, and cross functional coordination to ensure customer requirements are clearly understood, communicated, and executed across the plant and broader organization. The Customer PM serves as the single point of accountability for all non-commercial customer communications, ensuring alignment across Quality, Operations, Engineering, Supply Chain, and Leadership. The ideal candidate is a calm, credible leader who can manage complex customer expectations, lead escalations, and drive resolution in regulated, high reliability environments. This role requires translating customer needs into actionable internal priorities while driving root cause analysis, corrective actions, and sustainable solutions in high reliability, regulated environments. You also prepare and lead customer engagements, audits, and executive level communications with credibility, clarity, and confidence. Ultimately, the role balances strategic customer leadership with disciplined program execution to protect delivery, quality, and longterm customer trust. Primary Responsibilities Strategic Customer Ownership: Acts as the single point of accountability and Voice of the Customer for Tier 1 accounts, ensuring alignment between customer commitments and internal execution. CrossFunctional Program Leadership: Leads complex, crossfunctional programs and issue resolution efforts across Operations, Quality, Engineering, Supply Chain, and Leadership in highreliability environments. Escalation & Risk Management: Proactively identifies risks, manages customer escalations, and drives root cause analysis and corrective actions to protect delivery, quality, and customer trust. ExecutiveLevel Communication: Prepares and delivers clear, credible customer and leadership communications, including reviews, audits, and escalation briefings, with confidence and professionalism. Minimum Qualifications 8+ years of experience in program management, operations, customer operations, or similar roles in a manufacturing or technology environment. Proven experience managing Tier 1 or strategic customers in complex, high expectation environments. Strong background in cross-functional coordination and issue resolution. Demonstrated ability to handle customer escalations and executive level communications. Experience operating in regulated industries (Medical Device, Life Sciences, Semiconductor preferred). Excellent written and verbal communication skills. Bachelor's degree required. Compensation & Benefits The base pay for this position is $111,650 to $166,980 per year depending on the geographic market. Dependent on the position offered, annual bonuses and other forms of compensation may be provided as part of the compensation package. Novanta supports all aspects of your life's needs. This position provides a full range of medical, financial, and other benefits to make your quality of life better. Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy. Please call View phone number on click.appcast.io if you need a disability accommodation for any part of the employment process. #J-18808-Ljbffr