Customer Program Manager

Job Description

Customer Program Manager (CPM)

In your role as Customer Program Manager, you will work directly with our US-based customers, owning a portfolio of manufacturing programs. You'll bring seasoned judgment to keep programs on track and get ahead of risk before it becomes a customer problem. You will collaborate with cross-functional teams to resolve customer pain points, address customer needs, and manage customer programs.

Work Hours: 9:30 PM to 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)

This role follows a hybrid schedule: 3 nights in office, 2 nights remote.

What you will be doing

• Customer Management: You will be our customers' best ally at MISUMI Americas. Own the relationship end to end, resolve issues proactively, and build the kind of trust that drives customer loyalty across every program you run.
• Case Management: Carry a caseload of concurrent manufacturing orders across multiple customers and internal operations teams, including complex or ambiguous cases. Prioritize by customer impact and timeline risk.
• Communication: Gather, interpret, and communicate engineering, design, manufacturing, and logistics requirements so orders land on time and in full, even when requirements shift.
• Collaboration: Work with sales and manufacturing operations to ensure successful delivery, advocating for the customer through the full project lifecycle, including post-delivery exceptions. Represent the customer's interests in cross-functional discussions.
• Program Management: Own program outcomes with minimal oversight, holding scope, budget, and timeline to a consistently high standard.
• Continuous Improvement: Identify improvement areas and drive the fix, working with the cross-functional team to implement solutions that increase efficiency.

Desired Traits

• Bachelor's degree in Engineering or MBA.
• 7+ years of experience in program management, project management, supply chain, or customer-facing operations, with a track record of owning complex accounts end to end.
• Experience supporting NPI, low-volume production, or rapid prototyping programs, including the exceptions and edge cases that come with them.
• PMP or equivalent project management certification preferred.
• Proven ability to operate with minimal oversight in a fast-paced, high-standards environment. Organized, with strong prioritization skills and real attention to detail under pressure.
• Outstanding written and verbal communication, able to adapt style across audiences. Fluent in written and spoken English, with proven experience working directly with US-based customers or during US business hours.
• Self-starter mentality. Hands-on, results-oriented, and driven to exceed customer expectations. Accountability is non-negotiable: you say what you do and do what you say.
• Genuine interest in the manufacturing ecosystem and the New Product Development process.