Job Description

Summary:
The Program Manager - Customer Success serves as a senior specialist responsible for leading complex, high-impact customer projects across key and national accounts. This role ensures strategic alignment, operational readiness, and customer satisfaction by proactively managing order lifecycles, mitigating risks, and driving cross-functional collaboration. The position contributes to business growth and process excellence by delivering insights, optimizing workflows, and mentoring peers in project management best practices.
Primary Duties:Leads oversight of all active and upcoming orders for assigned accounts, ensuring full visibility and timely execution. Develops and maintains forecasting models to anticipate production capacity and resource needs. Identifies and resolves complex risks including engineering delays, material shortages, and production bottlenecks. Acts as a senior customer advocate, balancing strategic account needs with internal operational priorities. Delivers standardized and customized reports on project status, risks, and corrective actions to internal and external stakeholders. Facilitates proactive communication and alignment across departments including engineering, supply chain, and customer service. Conducts post-project reviews and drives implementation of process improvements. Participates in strategic planning meetings and contributes to continuous improvement initiatives. Mentors junior project managers and supports knowledge sharing across the team. Performs other duties as assigned.
Job Requirements:Requires a Bachelor's degree in Business, Engineering, or a related discipline; 7+ years of experience in project or account management within a manufacturing or industrial environment. or any combination of education and experience, which would provide an equivalent background. Advanced certification in project management preferred.
Knowledge, Skills, and AbilitiesExpert-level analytical and problem-solving skills. Strong leadership and strategic communication abilities. Proven success managing high-complexity projects and cross-functional teams.

o Ability to identify systemic risks and implement scalable solutions.o Deep understanding of production planning, customer success, and continuous improvement methodologies.

Skilled in mentoring and developing project management talent.
Essential Mental and Physical Functions:Frequent use of computer systems for project tracking, reporting, and communication. Ability to manage competing priorities and lead strategic initiatives. Occasional walking and standing during plant visits or team meetings. Use of fine motor skills for documentation and reporting tasks.
Work environment:Perform all tasks on-site. Operate in both office and manufacturing environments. Regular interaction with engineering, supply chain, production, and customer service teams. Compliance with all applicable safety policies to maintain a safe working environment. Exposure to loud noise levels and moving mechanical parts during plant visits. Use of personal protective equipment (PPE) as required. This role is classified as a Safety Sensitive Position, requiring heightened awareness and adherence to all safety protocols to prevent accidents and ensure a secure work environment.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.