Customer Solutions Manager

Role Summary

HumCap’s client is seeking a Customer Solutions Manager to serve as the primary owner of assigned customer programs, acting as the single point of accountability from RFQ through final shipment. This role combines customer relationship management, operational execution, and commercial oversight to ensure commitments are met while protecting margin and long-term customer value.This individual will lead cross-functional teams across Engineering, Supply Chain, Quality, Production, and Finance to resolve issues, implement changes, and deliver high-quality manufacturing solutions aligned with customer expectations.

Key Responsibilities
Customer Ownership & Engagement

• Serve as the primary point of contact for assigned customers, owning communication, commitments, and overall program performance
• Lead customer reviews, issue resolution, and escalation management to maintain strong satisfaction
• Translate customer needs into clear internal priorities and actionable plans

End-to-End Program Execution

• Own the full program lifecycle from RFQ and quoting through NPI, production ramp, and end-of-life
• Develop and manage timelines, milestones, and action plans to ensure on-time, on-spec delivery
• Align customer priorities with production planning and operations

Commercial Accountability

• Support accurate and timely customer quotations
• Maintain pricing integrity, change-order discipline, and margin performance
• Partner with Finance to monitor program financials

Engineering Change & Issue Management

• Lead implementation of engineering changes, ensuring alignment on scope, timing, and cost
• Drive root cause analysis and corrective actions for quality, delivery, or cost challenges
• Maintain clear, proactive customer communication

Cross-Functional Leadership

• Drive alignment across Engineering, Manufacturing, Quality, Supply Chain, and Sales
• Escalate risks with recommended solutions to leadership as needed
• Promote accountability, collaboration, and continuous improvement

Inventory & Working Capital Management

• Manage excess and obsolete inventory tied to customer programs
• Partner cross-functionally to reduce inventory exposure and optimize cost

Continuous Improvement

• Capture lessons learned and improve processes across quoting, NPI, and change management
• Support standardization of program management and customer engagement practices

Success Metrics (KPIs)

• On-time delivery performance
• Program gross margin vs. plan
• RFQ and change-order cycle times
• Engineering change execution accuracy and timeliness
• Customer satisfaction metrics
• Reduction in excess and obsolete inventory

Qualifications
Required

• Bachelor’s degree in Engineering, Supply Chain, Business, or related field (or equivalent experience)
• 5+ years of experience in program management, customer solutions, or operations leadership within a manufacturing environment
• Experience managing RFQ-to-shipment programs
• Strong financial and commercial acumen
• Proven ability to lead cross-functional teams without direct authority
• Excellent communication skills

Preferred

• PMP or formal program/project management certification
• Experience in regulated or high-reliability manufacturing environments
• Lean, Six Sigma, or continuous improvement training

Core Competencies

• Strong ownership and customer-first mindset
• Structured problem-solving and decision-making
• Commercial awareness and execution discipline
• Executive-level communication skills
• Ability to balance urgency with long-term relationship management