Customer Program Management Director

Req ID: 120679 
Remote Position: Yes 
Region: Americas 
Country: USA 

Summary

The Global Business Office Director is responsible to manage a team of multiple global program managers / Customer Focus Team leads on a group of customers or sub-division, or manage a significant or strategic account in our growing Connectivity and Cloud Solutions business.  Additionally, this role provides collaborative support to Sales and Business Development for new and competitive business quotes for manufacturing, product solutions, repair or design services. 
 
The Director is responsible to manage the overall relationship with a group of customers including, but not limited to, the following responsibilities:

• Contract and commercial management
• Account profitability and financial performance
• Overall Customer Satisfaction
• Developing and executing Account Plans for growth
• Pricing and quoting (supervising activities from Sales, SCM, Quoting and CFT)
• Identifying customer needs and expectations and opportunities for growth
• Supporting Sales and Business Development for new and competitive business quotes
• Coordination of new program introductions and product transfers between sites

Detailed Description

Will typically manage a customer portfolio or sub-division with >$100M plus annual revenue. The relationships will be complex in nature with interfaces to several different customer functional CLS sites. 

The Director will act as the primary executive interface on all commercial areas & operates freely within the objectives set by the Division. Provides direct & indirect supervision to all subordinate staff involved in support of each customer under the director’s ownership. This includes long-term planning, objective setting, policy formation, interpretation & management while providing latitude & discretion to subordinates. 
 
Accountable for projects or programs on a multi-site and global basis. Has overall commercial accountability for global BUs. Work requires investigating & resolving a wide variety of highly unusual conditions that carry long-term implications. Requires developing new strategies, policies, practices, methods, programs or techniques & utilizing them to analyze & interpret difficult problems or situations &/or establishing new strategic direction that is site/multi-site specific. Participates with other senior managers to establish strategic plans & objectives. Has overall responsibility for planning, budgeting, implementing & maintaining costs, methods and extended support team locally and centrally. Makes final decisions on administrative & operational matters in the area of responsibility to ensure achievement of objectives. 
 
Directs & controls directly or indirectly the activities of a cross functional team. through several local managers. Assigns objectives, reviews performance & approves employee compensation where appropriate, coaches for improved performance. Regularly interacts with exec &/or major customers. Interactions normally involve controversial situations, customer negotiations, or influencing & persuading other senior level managers. May represent the organization in public speaking venues and trade events
 
Acts as the primary interface between the customer & the company for managing specific programs to achieve planned objectives. Works with the site teams to plan & monitor activities to ensure that product deliveries & quality meet requirements & that projects/programs are on schedule. Projects/programs include: MRP volumes & commitments, new product development support, manufacturing readiness reviews & contract execution. Coordinates & hosts regular (as needed) program tracking meetings with the customer & internal account team members to ensure ongoing communication & up-to-date progress/status reporting occurs. 
 
Manages current & planned programs to achieve planned revenue. Monitors plans to meet commitments & schedules for customers. Coordinates action plans with the sites to correct out-of-plan conditions. Prepares, distributes & analyzes customer surveys & self-assessments. Receives & resolves customer issues & complaints. Acts as a customer advocate to drive prioritization of projects & responses to problems/issues. Participates in forecasting & planning & monitoring of efficiency & execution of account strategies. Participates in the pricing/bid preparation process & contract development. Monitors the impact on cash cycle and presents charges to the customers where appropriate under the terms of the MSA. Provides performance reporting & analysis for monthly commercial and operations reviews & quarterly Customer Satisfaction. 

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