Customer Program Manager Jobs in Holyoke, MA (NOW HIRING)

Job Description - Estimating and Customer Programs Manager
Position Summary
The Company is seeking an Estimating and Customer Programs Manager to serve as a central link between customers and internal operations from initial inquiry through final delivery. This role is ideal for a highly organized, proactive communicator who can translate complex requirements into clear plans, protect customer confidence, and ensure commitments are both achievable and profitable.
Far more than a quoting or administrative position, this role combines customer program leadership with rigorous cost estimating and operational coordination. The Estimating and Customer Programs Manager directly influences financial metrics, delivery performance, and long-term customer relationships by developing accurate estimates, identifying risks early, and aligning internal teams to execute successfully. The position serves as the primary interface for all non-sales customer activities, ensuring transparency, responsiveness, and trust throughout the order lifecycle while supporting the company's growth objectives.
Working closely with Engineering, Purchasing, Production, Quality, and Leadership, this role supports quoting, contract review, order execution, and continuous improvement-ensuring that what is promised to the customer can be delivered efficiently, competitively, and with confidence.
Why This Role Matters
Every successful program begins with the right commitments. The Estimating and Customer Programs Manager ensures that what the company promises customers is realistic, profitable, and executable. By combining disciplined estimating with clear customer communication and cross-functional coordination, this role protects margins, strengthens delivery performance, and builds the trust that leads to long-term aerospace partnerships and repeat business.
Key Responsibilities
Customer Programs & Communication
• Serve as the primary point of contact for customers on order status, delivery commitments, technical coordination, and issue resolution
• Manage inbound and outbound communications with professionalism and urgency, ensuring customers receive clear, accurate, and timely information
• Translate production realities into understandable commitments, setting expectations that protect both customer relationships and operational feasibility
• Coordinate responses to nonconformances, corrective actions, and root cause investigations in partnership with Quality
• Champion customer requirements internally, ensuring all functions understand priorities, constraints, and success criteria
Estimating & Quoting
• Develop comprehensive job estimates and quotations that reflect true production costs, risks, and operational constraints-not just calculated figures
• Analyze cost drivers including labor content, machine utilization, materials, outside processing, tooling, and overhead to ensure competitive yet profitable pricing
• Lead cross-functional quote reviews to validate assumptions, identify risks, and confirm execution capability prior to submission
• Support formal contract review processes to ensure technical, commercial, and delivery commitments are achievable and compliant
• Continuously refine estimating accuracy through feedback from actual job performance
Operational Coordination
• Collaborate across departments to support and align schedules, material readiness, capacity, and delivery plans with customer commitments
• Monitor program execution and proactively identify risks to cost, schedule, or quality, escalating issues early to enable corrective action
• Support continuous improvement initiatives that enhance quoting accuracy, program visibility, and customer satisfaction
• Maintain clear accountability boundaries while influencing outcomes through coordination, communication, and problem solving
Qualifications
• Associate's or Bachelor's degree in Business, Engineering, Operations, or related field (or equivalent experience)
• 5+ years of experience in estimating, program management, or customer coordination in manufacturing
• Strong understanding of cost structures including labor, materials, and outside processing
• Excellent communication and cross-functional coordination skills
• Detail-oriented with strong analytical and organizational abilities
Benefits:
• Salary commensurate with experience
• Full-time onsite role; Monday-Friday
• 8 paid US holidays
• Eligible for quarterly bonus subject to company policies
• 401(k) matching
• Medical, dental and vision insurance; Life Insurance; LTD & ADD insurance
• Health Reimbursement Account
• Paid Time Off