Program / Customer Manager Job Description
Program / Customer Manager Duties & Responsibilities
To write an effective program / customer manager job description, begin by listing detailed duties, responsibilities and expectations. We have included program / customer manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Program / Customer Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Program / Customer Manager
List any licenses or certifications required by the position: PMP, PMI, PGMP, ITIL, COPC, IAOP, AWS, ACP, PRINCE, ISO27001
Education for Program / Customer Manager
Typically a job would require a certain level of education.
Employers hiring for the program / customer manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, Engineering, Project Management, Education, Computer Science, Marketing, Management, MBA, Technical, Business/Administration
Skills for Program / Customer Manager
Desired skills for program / customer manager include:
Desired experience for program / customer manager includes:
Program / Customer Manager Examples
Program / Customer Manager Job Description
- Provide regular status updates of projects with clear owners and action items
- Assist in creating the business case for new projects and participate in regular reviews throughout the project in cooperation with Business Development and engineering teams
- Facilitate alignment between project team and customer in terms of expectations on testing, PTR builds, APQP deliverables
- Liaise with vendors on the transportation of customer returns
- Create and manage vendor performance metrics
- Manage ongoing vendor relations
- Work closely with the technical development teams on launching new programs and solving problems
- Work closely with internal teams on program development and visibility
- Handle all callbacks, inbound calls, email communication
- Solve all service escalations for every account managed
- Previous experience using software development management tools (JIRA or Pivotal) is a plus
- 50% travel commitment will be required
- Confidence to challenge conventional thinking with fresh and creative insights
- Excellent interpersonal and communication skills in English and inter-cultural work experience
- MBA preferred or minimum of 10 years equivalent work experience
- Program Issue Resolution
Program / Customer Manager Job Description
- Maintain and update services marketing content inventory, and team with Marketing to ensure content is updated
- You will partner with cross functional teams - Marketing, Product
- Collaborate with technical subject matter experts and Marketing to ensure effective authoring of service descriptions, data sheets, and other collateral
- Team with Product Marketing to integrate services content into integrated solutions campaigns
- Collaborate with Marketing in the creation of demand generation programs specific to services
- Provide Amazonians the opportunity listen to customer calls side-by-side with Customer Service Associates
- Lay the foundation for how to discover the essence of the customer concern
- Use customer stories to illustrate how business decisions impact the customer
- Manage the events for consistency and quality while dealing with the ambiguity of incorporating “aha” moments
- Own (or oversee) session logistics including room scheduling, participant meals
- Entry Into Service requirements
- Excellent interpersonal and communication (both oral and written)skills in English and inter-cultural work experience
- 5+ years of program management or related experience influencing multi-cultural audiences is required
- Does not need to know coding, but should be extremely tech savvy
- Ability to work cross-functionally with business teams, development teams, and multiple stakeholders
- Superior communication and influencer skills, including the proven ability to effectively manage, influence, negotiate, and communicate with external business partners and internal teams to meet operational performance goals
Program / Customer Manager Job Description
- Develop and execute implementation plans in conjunction with Customer Satisfaction Board (CSB) and Service Bulletin activity
- Represent assigned OEMs on appropriate product teams, to ensure appropriate priorities are set
- Accurately scope out length and difficulty of tasks and projects
- Conducts program reviews, and ensures process adherence (IPDS)
- Maintain relationships with assigned OEMs through written communications, workshops, M&Os, conferences and periodic visits, as applicable
- Develop knowledge of fleet profiles and tailor support plans and activities to meet the customer's needs
- Play key role in technical panels and committees for Gulfstream G150, G280, G450, G550, G650 and legacy GIV & GV aircraft
- Manage and lead indirect resources to effectively produce results
- Execute on-going framework (CS Newsletter, Launch Plans)
- Innovate! There’s huge opportunity to drive increased customer engagement and adoption of our products and services
- Master Degree or above in Chemistry discipline
- Bachelor's science degree (MBA preferred)
- 10+ years of experience of customer interfacing and program management in the mobile market, with the ability to handle complex and uncertain environments
- Experience with GNSS technology, preferable with GNSS implementation into handsets
- A highly motivated, a quick self-learner and a good team player that have an aspiration to be part of a winning team
- Must be able to effectively and efficiently communicate, both verbal and in writing, and have the ability to convince others and present complex topics to different types of audiences
Program / Customer Manager Job Description
- Ensure on time shipments and manages customers’ OTD targets
- Obtain RFQ packages, EAU, drawings for Quoting
- Prepares quotes for CRM team review and approval
- Coordinate material issues between customer, UCT Purchasing and UCT Supply Chain Groups, monitoring and escalating liability issues
- Submit claims for fees & follow up with customers
- Attends regular production and other meetings as CBO department representative
- Create and manage detailed plans for programs and projects, and ensure all key deliverables are met in a timely manner
- Develop and control deadlines and activities, manage communication to stakeholders and coordinate cross-functional deliverables
- Ability to make strategic decisions and apply corrective action
- Monitor, measure and report on risk and resource management
- Minimum of 3 years of program and/or product management experience in a high-technology, manufacturing environment
- Own customer project schedules and drive deliverables to completion
- Ensures proactive interfacing (CAS, R&D, Account managers, BD, RMM )
- Proven Experience in Estimation, Analysis and Solution Preparation
- Bachelor's degree or equivalent, plus 5+ years of experience within a product and/or Professional Services organization in service delivery
- Possess flexibility and have a track record of delivering results in a fast-paced and highly ambiguous work environment Strong communication skills
Program / Customer Manager Job Description
- Supports Sales and Bid Management by developing Program Management bid inputs along with supporting assumptions, risks and technical responses
- Manage client and vendor relationships
- Understand company policies and compliance guidelines (tax reporting, TER, recognition)
- Stay current on industry trends and how they affect our programs
- Lead and/or actively participate on department strategy goal teams
- Implement and manage a cohesive, globally dispersed, multicultural, cross-functional team who maintain sharp focus on customer issues
- Solve issues by overcoming obstacles and achieving desired results
- Identify deficiencies in business processes and work with appropriate business owners to adjust as needed
- Provide customer-related product feedback to Product Management and Engineering to improve product reliability, serviceability, and ease-of-use
- Take ownership of customers issues and follow through to resolution, keeping accurate records and documentation of customer service activities and root cause analysis
- Ability to overcome objections in the course of a call
- Self-motivated to work independently and on a team
- Basic PC and computer knowledge
- 2 years' experience in industry related field preferred
- Must be able to pass an Excel test at the intermediate skill level
- Must have strong analytical skills and ability to resolve problem situations quickly