SKIL28 Customer Program Manager

Position Overview

The Customer Program Manager is responsible for overseeing the profit and loss (P&L) for products manufactured for each customer, ensuring accountability, and maintaining high levels of customer satisfaction while resolving issues efficiently. The Customer Program Manager will be the main point of contact for clients, managing the lifecycle of their programs from conception to delivery, ensuring seamless execution, and driving positive business outcomes.

Key Responsibilities

• Customer Program Management: Oversee and manage all aspects of aerospace customer programs, ensuring that each project meets quality standards, timelines, and budgetary constraints.
• Profit & Loss Tracking: Take full responsibility for the financial performance of customer programs, including accurate tracking of P&L and identifying opportunities for cost control and margin improvement.
• Customer Relationship Management: Serve as the primary liaison for metal fabrication customers in the aerospace industry, ensuring they receive excellent service and that all project deliverables meet their needs and expectations.
• Issue Resolution & Accountability: Proactively manage and resolve any issues or challenges that arise during the production process. Hold customers accountable and ensure that action plans are in place for quick resolutions.
• Cross-Functional Collaboration: Collaborate with engineering, production, quality assurance, and sales teams to ensure that customer programs are executed effectively and to specifications.
• Customer Expectations & Communication: Set clear expectations with customers on project timelines, budgets, and quality. Communicate proactively to keep customers informed of any changes or challenges.
• Performance Metrics & Reporting: Monitor and report on key performance metrics (KPIs) to ensure successful program delivery and customer satisfaction. Provide regular updates to leadership on financials, project progress, and customer feedback.
• Continuous Improvement: Collect and analyze feedback from customers to drive improvements in processes, customer engagement, and product delivery.
• Cost Management: Work closely with the finance and operations teams to analyze the cost structure of each customer's projects and ensure profitability.

Required Qualifications

• Education: Bachelor's degree in Aerospace Engineering, Business, Manufacturing, or a related field 5+ years of experience in a customer program management role within the aerospace manufacturing industry.
• Experience working with metal fabrication customers, specifically in the aerospace sector.
• Strong understanding of profit/loss management and financial performance tracking for customer projects.
• Proven track record of keeping customers accountable and resolving issues when they arise, while maintaining positive relationships.

Preferred Qualifications

• Masters Degree
• Certifications: PMP, Six Sigma, or similar certifications

Professional Attributes

• Strategic Thinking: Ability to think critically and strategically, offering solutions that align with both customer and company goals.
• Leadership: Proven leadership abilities, particularly in managing cross-functional teams and leading projects in a manufacturing environment.
• Customer-Centric: Highly customer-focused, with a deep understanding of how to prioritize customer needs while managing business objectives.
• Detail-Oriented: Exceptional attention to detail, ensuring the precision of all processes, timelines, and financial aspects of programs.
• Resilient & Adaptable: Ability to thrive in fast-paced, high-pressure environments and adapt to changing demands and situations.
• Accountability: Strong sense of responsibility, holding both internal teams and external customers accountable for meeting program objectives.
• Problem-Solver: Excellent problem-solving and troubleshooting skills, particularly when issues arise and require immediate resolution.
• Collaborative: Strong team player who works well in a collaborative environment, with the ability to build consensus and foster positive working relationships.
• Effective Communicator: Excellent written and verbal communication skills, with the ability to articulate complex ideas and updates to both internal stakeholders and customers.

Physical Requirements

• Occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools or controls
• Reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl
• Occasionally lift and/or move up to 25 pounds
• Specific vision abilities including close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

Work Environment

• Office environment with moderate noise levels
• Not exposed to weather conditions
• May require occasional visits to manufacturing or warehouse areas

Benefits

• Health & Wellness: Comprehensive health, dental, and vision insurance with 80% of costs covered by the company
• Security: Long-term and short-term disability insurance, company-paid life insurance, and additional employee life insurance options
• Supplemental Coverage: Critical illness and accident insurance
• Growth Opportunities: Potential for advancement within Skilcraft and across our broader ONI family of companies
• Culture of Excellence: Join a team dedicated to organizational excellence, continual employee development, and sustainable manufacturing processes