Customer Program Manager

Customer Program Manager

Celestica Inc. | MD, US
Salary Range:$112,000 – $141,000 Salary range estimated by Zippia

Posted a month ago

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The global program management consultant is responsible to ensure that the site customer focused teams fully understand the Customer’s needs and expectations and to manage meeting or exceeding those expectations regarding the capability of the plant or service area supporting the Customer’s needs. This will typically mean being involved in managing delivery schedules, or product development projects, quality plans and actions, new product introduction, site to site transfers, finding and deploying new solutions, monitoring financial performance and managing customer satisfaction. Also provides collaborative support to Sales and Business Development for new and competitive business quotes for manufacturing, repair or design services and takes the lead on follow on business which is not being competitively quoted.

Work requires application of in-depth knowledge of professional standards and precedents in area of specialty. Works on complex problems where analysis of situations or data requires and in-depth evaluation of various factors. Incumbents are accountable for quality of work delivered by external suppliers as applicable. Incumbents have decision-making authority and autonomy to deliver on goals of team. Influences others outside of team to ensure goals are met and resolves conflicts in an effective manner. Erroneous decisions or failure to achieve goals results in additional costs and serious delays in overall schedules of a site and/or regional function. May lead a multi-functional work group or project team consisting of one or more support staff and/or tech/professional staff, or may provide advice and guidance in area of specialty. May determine new methods and procedures. Seeks out new avenues for building internal and external relationships; maintains contacts with existing relationships. Interfaces with senior managers on issues related to the area of expertise. Interacts with and influences management and/or customers on significant issues.

Detailed Description:

Acts as the primary interface between the customer and the company for managing specific programs to achieve planned objectives. Will typically manage a customer account or division with $150M plus annual revenue.

Interfaces with one customer division or product set. The individual may deal with procurement and the engineering function.

Works with the site teams to plan and monitor activities to ensure that product deliveries and quality meet requirements and that projects/programs are on schedule.

Projects/programs include: MRP volumes and commitments, new product development support, manufacturing readiness reviews and contract execution.

Coordinates and hosts regular (as needed) program tracking meetings with the customer and internal account team members to ensure ongoing communication and up-to-date progress/status reporting occurs.

Manages current and planned programs to achieve planned revenue.

Monitors plans to meet commitments and schedules for customers.

Coordinates action plans with the sites to correct out-of-plan conditions.

Communicates frequently with customers to help ensure satisfaction with the company and the products.

Solicits performance feedback and communicates information to internal teams and departments.

Prepares, distributes and analyzes customer surveys and self-assessments.

Receives and resolves customer issues and complaints. Acts as a customer advocate to drive prioritization of projects and responses to problems/issues.

Participates in forecasting and planning and monitoring of efficiency and execution of account strategies.

Participates in the pricing/bid preparation process and contract development and management.

Monitors the impact on inventory of order changes and establishes procedures and charges to the customers.

Provides performance reporting and analysis for monthly Operations Reviews and quarterly Customer Performance Reviews.

Analyzes performance relative to targets. Develops and implements plans to address problem areas. Supports account planning, strategy development and sales. Works with sales, business development, finance and customer to understand the customer’s needs and develop proposals to meet those needs and achieve company objectives.

Participates in contract negotiations and helps develop long-term agreements on processes, charges, etc. Plays a key role in developing account sales strategies and in this capacity works directly with sales and marketing to implement with the customer.

In-depth knowledge of the manufacturing process, schedules and scheduling requirements, and SCM.

GPMs supporting design services must have a working knowledge of design systems, product architectures and product development project management.

GPMs supporting repair services must understand WW logistics systems and product delivery methods

In-depth knowledge of the business issues associated with manufacturing PCBs.

In-depth knowledge of product pricing, contracts and contract negotiations.

Thorough understanding of business risks and price make up ( Value add and Materials )

Knowledge of systems asm and order fulfilment can be required

Excellent customer contact, negotiation and problem resolution skills.

Good presentation, database management and computer skills.

Ability to manage multiple, detailed projects to a successful end while working under tight time deadlines.

Strong interpersonal skills and ability to effectively communicate with a wide variety of internal and external customers.

Ability to effectively lead and motivate a diverse group of employees to achieve high production within tight time deadlines.

Physical Demands:

Duties of this position are performed in a normal office environment or manufacturing floor

Likely there will be a significant amount of travel between customer and Celestica locations

Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.

Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.

Above demands are carried out within the local existing Health and Safety guidelines

Typical Experience:

Eight plus years of relevant experience

Typical Education:

Bachelor’s degree in related field, or consideration of an equivalent combination of education and experience.

Educational Requirements may vary by Geography


This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time

Celestica is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on any protected status (including race, religion, national origin, gender, sexual orientation, age, marital status, veteran or disability status or other characteristics protected by law).

At Celestica we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. Special arrangements can be made for candidates who need it throughout the hiring process. Please indicate your needs and we will work with you to meet them.


Celestica (NYSE, TSX: CLS) enables the world’s best brands. Through our recognized customer-centric approach, we partner with leading companies in Aerospace and Defense, Communications, Enterprise, HealthTech, Industrial, Capital Equipment and Energy to deliver solutions for their most complex challenges. As a leader in design, manufacturing, hardware platform and supply chain solutions, Celestica brings global expertise and insight at every stage of product development – from drawing board to full-scale production and after-market services for products from advanced medical devices, to highly engineered aviation systems, to next-generation hardware platform solutions for the Cloud.

Headquartered in Toronto, with talented teams spanning 40+ locations in 13 countries across the Americas, Europe and Asia, we imagine, develop and deliver a better future with our customers.

Celestica would like to thank all applicants, however, only qualified applicants will be contacted.

Celestica does not accept unsolicited resumes from recruitment agencies or fee based recruitment services.

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