Customer Success Program Manager Jobs in Amherst, MA

Description

OVERVIEW

Cadrex is searching for a Program Manager who is responsible for the successful execution of New Product (NP) Program(s) and projects and their budget allocation. This position also requires leading customer teams to drive customer satisfaction, continuous improvement, and life of the program financial performance by managing customer programs, contracts, and business relationships.

KEY RESPONSIBILITIES

• Responsibility, Authority and Accountability (RAA) for every project scope delivery and successful execution within, technical, schedule, budget, cost, and quality commitments
• Provides leadership across the Program. Seeks team input to promote rapid resolution to issues. Coaches and provides feedback/rewards on performance indicators
• Establishes objectives and goals and provides direction to the program and project teams in areas of customer concerns, potential changes in scope and risk assessment. Facilitates the implementation of program management processes across the business
• Manages effective customer communications. Provides overall Program interface with the customer. Improve organization responsiveness to customer requirements. Communication and manage customer expectations and contractual commitments internal to the business
• Ensure standard program management processes are utilized and adequate support to the program and project teams by coordinating Program Management reviews, preparing & publishing PM metrics and reports
• Maintain Focus KPI metrics for program including, quality, technical performance, and delivery through all assigned product lifecycle phases
• Effectively manages program risks. Leads customer teams to define project risks, and pro-actively identify risk mitigation actions. Coordinates all risks and requirements of the program into a complete integrated entity. This is accomplished by planning, controlling, integrating all projects into the programs, and measuring all elements to ensure the requirements and goals are successfully achieved
• Ensure effective change management process is utilized
• Provides monthly program updates (Program Status Report - Green/Yellow/Red) of current situation relating to contractual milestones and problem/high risk areas (e.g., technical, cost, and schedule)
• Provides updates to the business units as well as divisional, and group levels
• Provides overall Program interface with the customer
• Manages the team to effectively support customer contract terms and SLAs
• Owns the execution of operational SLA delivery and escalations
• Manages and drives the Quarterly Business Review (QBR) process with assigned customer account
• Program Manager will own quarterly pricing updates on existing programs
• Manages and drives the Quarterly Business Review (QBR) process with assigned customer account
• Full responsibility for continuous improvement of customer relationship performance metrics and customer satisfaction
• Coordinates and drives the NPI (New Product Introduction) process including timely completion of a formal cross-functional Design Review 
• Ensures the NPI process meets customer expectations regarding time and quality 
• Maintains the NPI log to track the status of NPI projects vs. customer request dates and company promised dates
• Proactively keeps team members informed of schedule issues and concerns  
• Drives the development activities until formal transition to operations is complete

Requirements

PREFERRED QUALIFICATIONS

• 6 years of Project Management experience or a combination of 6 years Project Management and Project Engineering experience with technical product development projects
• 6 years of phase gate development and integrated master scheduling (IMS) experience
• Candidates must be legally authorized to work in the United States without company sponsorship now or in the future

EDUCATION

• Bachelor's degree in related field

LOCATION

• Onsite

SCHEDULE

• M-F

WORK ENVIRONMENT

• While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The employee is occasionally exposed to high places, fumes or airborne particles and toxic or caustic chemicals. The employee is frequently exposed to vibration. The noise level in the work environment is usually moderate and may require hearing protection in specific locations.

CADREX'S CORE VALUES

• Safety first, rising to the challenge, collaboration, accountability, and doing the right thing

ABOUT US

CADREX Manufacturing Solutions is a leading provider of complex sheet metal and machined production parts, assemblies, and weldments for a variety of end markets, including electrical transmission and distribution, warehouse automation, technology, aerospace & defense, medical, food, and industrials. With locations in Colorado, Pennsylvania, Illinois, Washington, Wisconsin, Minnesota, Michigan, Indiana, Massachusetts, Oklahoma, and Monterrey Mexico, CADREX offers numerous in-house manufacturing capabilities, including laser cutting, sheet metal fabrication, complex assembly, CNC punching, CNC machining, forming, robotic welding, stamping, fastener insertion, and tool and die manufacturing, to effectively serve customers with lights-out manufacturing capabilities for mid- to high-volume production. For more information, visit www.cadrex.com. 

Cadrex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.