11 - Customer Program Manager 3

Celestica•Richardson, TX

About The Position

For customer accounts in the range of $50 to 150 MM or more the program manager acts as the primary interface to the customer for the purpose of managing specific programs and projects on behalf of the customer account to achieve the planned revenue and profits. The main areas of responsibility are Program Mgmt.,Cost and P L mgmt., Business Development, Pricing/Bid development, Development support, NPI coordination, Customer Satisfaction, Customer Business Processes set up , Communications Mgmt.and performance reporting and planning. The program manager is key team leader for the customer account and coordainates the teams interface with the customer and other internal Celestica groups such as Marketing, Sales, Finance, Mfg. etc. Provides DL IL supervision to subordinate mgrs ee's performing diverse roles within large sites. This includes establishing 3-5 year plans/objectives, developing policies for the function/unit. Accountable for projects/programs on a multi-functional,national/reg.basis. Work is guided by broad site objectives corp.policy. Work requires developing solutions,precedents, /or policies. Receives assignments in the form of objectives sets goals to achieve objectives. Establishes long-term plans/objectives recommends changes to policies. Develops dept budgets goals. Erroneous decisions or failure to achieve goals results in critical delay in schedules /or unit operation may also have a company-wide affect. Provides direct supervision to others,or indirect through subordinate supervisors, coordinates the activities of a section or dept with responsibility for results in terms of costs,methods, ee's. Reviews ee's performance recommends ee compensation;coaches for improved performance disciplines as necessary. Provides final approval for subordinate mgrs/supervisors salary performance recommendations. Builds cross-func.relationships where persuasive skills,negotiation skills, considerable tact are required to gain support. Interacts regularly with senior mgt or exec levels on matters concerning several func.areas,divisions /or customers. Maintains positive relationships with key customers,suppliers,etc.,who have a significant impact on the success of the organization.

Requirements

In-depth knowledge of the manufacturing process, schedules and scheduling requirements, and SCM.
In-depth knowledge of the business issues associated with manufacturing PCBs.
In-depth knowledge of product pricing, contracts and contract negotiations.
Thorough understanding of business risks and price make up (Value add and Materials)
Excellent customer contact, negotiation and problem resolution skills.
Good presentation, database management and computer skills.
Ability to manage multiple, detailed projects to a successful end while working under tight time deadlines.
Strong interpersonal skills and ability to effectively communicate with a wide variety of internal and external customers.
Ability to effectively lead and motivate a diverse group of employees to achieve high production within tight time deadlines.
Nine plus years of relevant experience
Bachelor's degree in related field, or consideration of an equivalent combination of education and experience.

Responsibilities

Acts as the primary interface between the customer & the company for managing specific programs to achieve planned revenue & profits for smaller customer accounts.
Works as a member of teams responsible for day-to-day activities of customer accounts to ensure that product deliveries are on time & that projects/programs are on schedule.
Coordinates & hosts regular program tracking meetings with the customer & internal account team members to ensure ongoing communication & up-to-date progress/status reporting occurs.
Manages current & planned programs to achieve planned revenue.
Develops plans to meet commitments & schedules for customers.
Develops action plans to correct out-of-plan conditions.
Communicates frequently with customers to help ensure satisfaction with the company & the products.
Solicits performance feedback & communicates information to internal teams & departments.
Prepares, distributes & analyzes customer surveys & self-assessments.
Receives & resolves customer issues & complaints.
Acts as a customer advocate to drive prioritization of projects & responses to problems/issues.
Manages customer account profitability.
Participates in forecasting & planning & monitoring of efficiency & execution of account strategies.
Participates in the pricing/bid preparation process & contract development & management
Works with cost ENG,FIN&SCM staff to coordinate efforts to analyze costs & price variances.
Monitors the impact on inventory of order changes & establishes procedures & charges to the customers.
Provides performance reporting & analysis for monthly OPS Reviews &quarterly Customer Performance Reviews.
Collects information pertaining to inventory, revenue forecasting, expenses, financial profitability & customer satisfaction.
Analyzes performance relative to targets.
Develops & implements plans to address problem areas.
Supports account planning, strategy development & sales.
Works with sales,BD,FIN&cust.to understand the customer needs & develop proposals to meet those needs & achieve company objectives.
Participates in contract negotiations & helps develop long-term agreements on processes, charges, etc.
Plays a key role in develop account sales strategies & in this capacity works directly with sales & marketing to implement with the customer.
Responsible for coordinating & managing the activities of a New Products Administrator supporting new products/programs & develop projects