Customer Program Manager

Novanta Inc.•Irvine, CA

7d•$111,650 - $166,980

About The Position

Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing—improving productivity, enhancing people’s lives and redefining what’s possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications—from minimally invasive surgery to robotics to 3D metal printing. Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific. Looking for a great place to work? You have found it with a culture that embraces teamwork, collaboration and empowerment. Come explore Novanta. As the Customer Program Manager, your role is to serve as the primary operational interface and Voice of the Customer for Tier 1 accounts, ensuring customer requirements are clearly understood and executed across the organization. You act as the single point of accountability for all non‑commercial customer communications, leading issue resolution, escalations, and cross‑functional coordination across Operations, Quality, Engineering, Supply Chain, and Leadership. This role requires translating customer needs into actionable internal priorities while driving root cause analysis, corrective actions, and sustainable solutions in high‑reliability, regulated environments. You also prepare and lead customer engagements, audits, and executive‑level communications with credibility, clarity, and confidence. Ultimately, the role balances strategic customer leadership with disciplined program execution to protect delivery, quality, and long-term customer trust.

Responsibilities

Strategic Customer Ownership: Acts as the single point of accountability and Voice of the Customer for Tier 1 accounts, ensuring alignment between customer commitments and internal execution.
Cross‑Functional Program Leadership: Leads complex, cross‑functional programs and issue resolution efforts across Operations, Quality, Engineering, Supply Chain, and Leadership in high‑reliability environments.
Escalation & Risk Management: Proactively identifies risks, manages customer escalations, and drives root cause analysis and corrective actions to protect delivery, quality, and customer trust.
Executive‑Level Communication: Prepares and delivers clear, credible customer and leadership communications, including reviews, audits, and escalation briefings, with confidence and professionalism.