Customer Program Manager 2 1

Req ID: 129108 
Region: Americas 
Country: USA 
State/Province: Texas 
City:  Richardson 

Summary

Provides direct and indirect supervision to subordinate team leaders and professional employees performing diverse roles. This includes establishing three to five year plans/objectives, and developing policies for the function/unit. Accountable for dept results and for activities or projects involving multi-functional teams. Work requires application of in-depth knowledge of professional standards and precedents in area of specialty. Receives assignments in the form of objectives and sets goals to achieve objectives. Establishes and recommends changes to policies. Develops or assists in the development of department budgets and goals. Erroneous decisions or failure to achieve goals results in additional costs and personnel, and serious delays in overall schedules. Provides direct supervision to others, or indirect through subordinate supervisors, and coordinates the activities of a section or department with responsibility for results in terms of costs, methods, and employees. Makes hiring and firing decisions. Reviews employees performance and recommends employee compensation; coaches for improved performance and disciplines as necessary. Provides final approval for subordinate managers/supervisors salary and performance recommendations. Builds cross-functional relationships where persuasive skills, negotiation skills, and considerable tact are required to gain support. Interacts directly with subordinates and peer groups; interfaces with senior managers on issues related to the area of expertise. Maintains positive relationships with key customers, suppliers, etc., who have a significant impact on the success of the organization

Detailed Description

Performs tasks such as, but not limited to, the following:

• Leads a significant Customer Focused team within a site. Has overall business responsibility for the execution of the business of a customer or group of customers.
• The CFT direct reports will include program management and some, if not all, of SCM (planning and purchasing), engineering, quality, and manufacturing operations.
• Any functions not reporting directly will be managed in a matrix management structure.
• Ensures the CFT generates value for the customer from their business with CLS, and seeks to develop customer loyalty.
• Leads the creation and implementation of action plans comprehensively to resolve customer issues.
• Drives continuous improvement in CFT activities using lean and 6-sigma methodologies.
• Plans, manages, and controls CFT performance by establishing overall direction and priorities.
• Leads the identification of new services for customers.
• Establishes policies and guidelines and evaluates results.
• Allocates appropriate resources, tools, equipment, and support to meet customer requirements within the CFT.
• Monitors the performance of business execution using MOR and other appropriate metrics.
• Reports on performance to the customer, site management, and (where required) GCU Leadership.
• Leads the creation and implementation of action plans to correct out-of-target conditions.
• Accountable for the financial performance of the business. Ensures that all financial metrics (Pricing, service billing, ROIC, A/R, etc.) are managed within contract and quotation requirements.
• Recommends and manages the CFT budget and financial forecast. Works with the sales/BD on establishing customer prices, either for new business opportunities or periodic (quarterly) pricing reviews.
• Selects employees, assigns objectives, reviews performance, and approves employee compensation.
• Coaches for improved performance, approves disciplinary actions, and reassigns personnel as necessary to optimize CFT performance.
• Responsible for enhancing employee satisfaction within CFT.
• Participates in and often leads cross-functional process improvement groups.
• Supports Corporate or Site-wide initiatives.
• Independently represents the company to customers at a working/senior level.
• Acts as the senior customer contact under the general direction of GCU.

Knowledge/Skills/Competencies

• In–depth knowledge of the production processes and the tools and equipment used.
• In-depth knowledge and understanding of the business unit, including how decisions impact customer satisfaction, product quality, inventory, on-time delivery, and the unit's financial performance.
• Ability to coordinate a wide variety of resources to meet production quality, operational, supply chain, and financial targets using CLS Project Management methodology where appropriate. (See http://torb2b11.ca-tor.celestica.com/pmm/)
• Has comprehensively developed skills in the followi