Program Manager

Purpose Statement: Serves as a dedicated management resource supporting Program Managers.

Key Job Accountabilities:

• Maintains close working relationships with  customer managers, directors and account executives in order to provide customer service excellence;
• Manages the site staff of program managers to assure adequate coverage for the site's customer base. Makes adjustments as needed;
• Work with site leadership in regards to customer initiatives such as determining priority for capacity conflicts and coordinating site revenue/P&L improvements;
• Maintain a basic understanding of and ensure adherence to customer contracts and/or materials agreements;
• Responsible for understanding and driving the customer P&L (sales, margins, mark- ups), contribution goals, inventory goals and any specific cost drivers.

Additional Accountabilities:

• Oversight of transfers and transitions – new customers (in), Disengagements (out), NPI’s and transfers to other sites;
• Takes the lead role (Site Host) in assuring that the site is prepared to execute outstanding customer visits in compliance with the Customer Care Guidelines;
• Assembles, understands, summarizes, data relative to Customer Satisfaction Survey and takes or leads actions within the site to improve customer satisfaction;
• Responsible for setting clearly defined customer account goals with Program Management Team and acts as a resource for training / mentoring to achieve those stated goals;
• Develops and maintains relationships with key customer representatives to monitor the health of the relationship;
• Coordinates and ensures completion of weekly customer monitor;
• Additional duties as assigned.

Education/Experience Qualifications:

• A minimum of a(n) Bachelor’s degree is required;
• 5 years of related experience is required.

• Employee must be self-motivated and possess excellent oral and written communication skills;
• Organizational and time management skills are essential;
• Excellent interpersonal skills are required.