Director - Customer Program Manager

Job Description

Job Description

Director of Customer Programs

Position Summary

The Director of Nuclear Customer Programs & Strategic Accounts serves as the senior leader responsible for managing strategic customer programs, customer satisfaction, contractual execution, and cross-functional program delivery within a complex manufacturing environment.

This role is not a sales position. Rather, it requires a seasoned leader with deep experience managing large-scale customer programs tied to complex manufacturing operations. The ideal candidate has successfully overseen multiple multi-million-dollar purchase orders, balanced customer expectations with operational realities, and built strong partnerships that drive successful outcomes for both the customer and the business.

Working closely with Manufacturing, Operations, Engineering, Quality, Supply Chain, and Commercial teams, the Director will ensure customer commitments are aligned with contractual obligations, manufacturing capabilities, schedule requirements, and quality standards. Success in this role requires strong business judgment, operational credibility, and the ability to influence both customers and internal stakeholders through complex technical and commercial challenges.

This position will initially lead customer programs directly and is expected to build and lead a Customer Program Management team within the first six months. The Director will establish processes, provide strategic oversight, and develop the organization that will ultimately manage day-to-day customer program execution and customer-facing activities.

This is an onsite leadership position .

Key Responsibilities

• Serve as the executive owner for strategic customer relationships and major customer programs.
• Manage multiple complex, high-value customer programs and multi-million-dollar contractual commitments simultaneously.
• Act as the primary point of escalation for customer concerns, program risks, schedule challenges, and execution issues.
• Build trusted customer relationships while effectively managing needs, expectations, scope, and contractual requirements.
• Develop and implement program management processes that align customer commitments with manufacturing capabilities, operational constraints, and contractual obligations.
• Partner closely with Manufacturing, Engineering, Quality, Supply Chain, and Operations teams to ensure successful program execution.
• Influence cross-functional teams by leveraging a strong understanding of manufacturing processes, technical challenges, production constraints, and risk mitigation strategies.
• Drive accountability for delivery, quality, cost, and customer satisfaction across all assigned programs.
• Establish program governance, performance metrics, executive reporting, and customer communication frameworks.
• Recruit, develop, and lead a Customer Program Management organization to support future growth.
• Provide strategic oversight and leadership for customer programs while empowering program managers to manage day-to-day customer engagement and travel requirements.

Required Qualifications

• 15+ years of progressive leadership experience in program management, customer program management, project management, operations leadership, account management, or a related industrial environment.
• Demonstrated success managing large-scale customer programs within complex manufacturing environments, such as shipbuilding, heavy manufacturing, industrial equipment, aerospace, defense, energy, power generation, or other highly regulated industries.
• Proven experience managing multiple high-value customer contracts and multi-million-dollar purchase orders simultaneously.
• Track record of balancing customer expectations with operational realities while maintaining strong long-term customer relationships.
• Experience developing processes and execution frameworks that align contractual commitments with manufacturing capacity, production schedules, and business objectives.
• Strong understanding of manufacturing operations, production challenges, engineering constraints, quality requirements, and supply chain dependencies.
• Demonstrated ability to influence cross-functional stakeholders and drive alignment across multiple departments without direct authority.
• Proven leadership experience with customer-facing program execution, risk management, issue resolution, and executive communication.
• Excellent communication, negotiation, conflict resolution, and relationship management skills.
• Strong business acumen with the ability to make decisions in fast-paced, high-accountability environments.
• Bachelor's degree in Engineering, Business Administration, Operations Management, Manufacturing, Project Management, or a related discipline.
• Willingness to work onsite and actively engage with manufacturing and operational teams.

Industry Experience

• Experience within large-scale manufacturing environments is strongly preferred.
• Backgrounds in shipbuilding, heavy industrial manufacturing, aerospace, defense, energy, power generation, engineered products, or other complex project-based manufacturing environments are highly desirable.
• Experience operating within regulated manufacturing environments with rigorous quality and compliance requirements.
• Nuclear industry experience is preferred but not required .
• Familiarity with ASME Section III, NQA-1, and 10 CFR 50 Appendix B is a plus.

Preferred Qualifications

• Experience leading first-of-a-kind (FOAK), complex fabrication, serialized manufacturing, modular construction, shipbuilding, or other large-scale industrial programs.
• Demonstrated success building, scaling, or transforming customer program management organizations.
• Experience managing customer programs involving long-cycle manufacturing, engineered products, or highly customized deliverables.
• Proven ability to lead through ambiguity, drive accountability, and deliver results in demanding operational environments.
• Recognized as a practical, hands-on leader with the credibility, resilience, and grit to navigate complex customer and operational challenges.
• PMP, PgMP, Lean Six Sigma, or related professional certifications.
• Master's degree in Engineering, Business Administration (MBA), Operations Management, or a related field.

What Success Looks Like

Within the first 6–12 months, the Director will:

• Establish credibility with customers and internal stakeholders.
• Successfully transition ownership and oversight of key customer programs.
• Implement scalable customer program management processes.
• Align customer expectations with manufacturing and operational capabilities.
• Build and lead a customer program management team capable of supporting future growth while maintaining exceptional customer satisfaction and program execution.