Senior Manager, Customer Business Unit PM

Role Description

The Customer Business Unit Program Management Senior Manager is responsible for ensuring that customer-focused teams fully understand and meet customer needs and expectations. This role involves managing delivery schedules, product development projects, quality plans, new product introductions, site transfers, and monitoring financial performance to enhance customer satisfaction.

The Manager collaborates with Sales and Business Development to create competitive quotes for manufacturing, repair, or design services, and takes the lead on follow-on business not subject to competitive bidding.

The role requires applying in-depth knowledge of professional standards and industry precedents. The Manager will tackle complex problems requiring comprehensive analysis and will be accountable for the quality of work delivered by external suppliers. They will have decision-making authority and the autonomy to achieve team goals, influencing others outside the team to ensure objectives are met and effectively resolving conflicts. Erroneous decisions can lead to significant costs and delays in project schedules.

The Senior Manager may lead multifunctional teams and determine new methods and procedures while fostering internal and external relationships and interacting with senior management on significant issues.

Key Responsibilities

• Serve as the primary interface between the customer and the company for managing specific programs to achieve objectives.
• Manage customer account profitability; forecasting, planning and monitoring efficiency, and execution of strategies.
• Collaborate with site teams to ensure product deliveries and quality meet requirements and that projects/programs remain on schedule.
• Oversee projects/programs, including MRP volumes, new product development, and contract execution.
• Coordinate and host regular program tracking meetings with customers and internal teams to maintain communication and progress reporting.
• Monitor current and planned programs to achieve revenue targets and address any out-of-plan conditions.
• Maintain frequent communication with customers to ensure satisfaction and gather performance feedback.
• Prepare and analyze customer surveys and self-assessments, resolving issues and acting as a customer advocate.
• Participate in forecasting, planning, pricing, contract development, and monitoring inventory impacts of order changes.
• Provide performance reporting and analysis for Operations and Customer Performance Reviews, developing plans to address any issues.
• Support account planning and strategy development, collaborating with Sales and Business Development to meet customer needs.

Qualifications

• In-depth knowledge of manufacturing processes, scheduling requirements, and supply chain management.
• Familiarity with design systems and product development project management is essential for design services.
• Understanding of global logistics systems and product delivery methods is necessary for repair services.
• Comprehensive knowledge of business issues related to PCBA manufacturing, pricing, contracts, and negotiations.
• Strong customer contact, negotiation, problem resolution, and database management skills.
• Ability to manage multiple projects under tight deadlines and effectively communicate with diverse internal and external stakeholders.
• Proven leadership skills to motivate teams and achieve production goals.

Physical Demands

• Duties are performed in a normal office environment.
• May require extended periods of sitting and sustained visual concentration on a computer monitor or detailed numerical data.
• Frequent repetitive manual movements (e.g., keyboard, mouse, calculator).

Typical Experience

• Eight or more years of relevant experience.

Typical Education

• Bachelor’s degree in a related field, or an equivalent combination of education and experience.

Location

This is a remote position, with travel as necessary. We are open to considering candidates close to any of our US locations in Massachusetts, Pennsylvania, Minnesota, Texas, Arizona, Oregon or California as well as locations near major airports such as the Northeast, Southeast, Midwest and Pacific Coast.