Program Manager

South Bay Solutions•Fremont, CA

16d•$85,000 - $110,000•Onsite

About The Position

Responsible for managing and maintaining assigned customer accounts. This role involves establishing and maintaining relationships with key stakeholders, identifying and mitigating risks, facilitating communication, and optimizing processes. The Program Manager will manage customer relations, ensure timely delivery of parts, analyze customer data, update systems, collaborate between departments, handle escalations, and assist with customer inquiries and billing disputes. The role also includes processing RMA requests and mentoring other Program Managers.

Requirements

High School Diploma or equivalent.
At least 5 years of experience in the field.
Knowledge of raw materials and lead time.
Knowledge of Manufacturing cycle time.
Knowledge of production and inventory management.

Nice To Haves

Knowledge of Epicor highly preferred.

Responsibilities

Establish and maintain relationships with key stakeholders, including executives, team members, clients, and external partners, to ensure alignment and support for program goals.
Identify potential risks and issues that may impact product delivery and develop mitigation strategies to address them proactively.
Facilitate clear and transparent communication among team members and stakeholders, providing regular updates on CS status, milestones, and risks.
Identify opportunities for process improvement and optimization within the department.
Manage and maintain customer relations and customarily and regularly exercise discretion and independent judgment throughout all the processes to ensure customer's parts are delivered to customer on time.
Download and analyze customer data to reconcile accounts and make sure all data in customer portal and MRP system are accurate.
Manage and update MRP system, update customer’s part status.
Collaborate between internal departments and track customers’ orders, manage escalations, and follow through on providing solutions.
Assist in answering incoming calls/emails to the company and appropriately direct them as required.
Assist accounts receivables in resolving Customer Billing Disputes/Discrepancies.
Process RMA requests/Issuance of RMAs.
Perform other job-related duties and assist in mentoring Program Managers to approved best known methods.