Program Manager

Pieces of HR is a leading HR service provider specializing in supporting small businesses and startups with expert HR and recruiting solutions.

Our client is seeking an experienced and results-driven Program Manager to lead customer-focused initiatives, drive operational excellence, and ensure successful execution of strategic goals. The ideal candidate will have a strong background in electronics manufacturing services (EMS) or contract manufacturing (CM) and a proven ability to build and maintain effective customer relationships.

This is a full-time position with occasional travel requirements (up to 25%).

Overview

The Program Manager will serve as the primary point of contact for customers, managing product lifecycles from new product introduction (NPI) through volume production. This role requires a balance of strategic leadership, technical expertise, and operational oversight to ensure customer satisfaction, revenue growth, and cross-functional team alignment.

Key Responsibilities

• Serve as the leader of the Customer Focus Team (CFT), prioritizing and monitoring activities to meet customer objectives.
• Act as the primary day-to-day customer point of contact, managing relationships and resolving escalated concerns.
• Oversee new product introductions (NPI), ensuring processes align with operational standards and customer expectations.
• Develop and monitor Key Performance Indicators (KPIs) related to E&O, PPV, and inventory management.
• Manage pricing activities, including recurring price adjustments and contract negotiations.
• Conduct and lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), ensuring alignment on objectives and priorities.
• Drive continuous improvement initiatives across operational and customer-focused processes.
• Monitor and optimize delivery schedules, working closely with internal supply chain and operations teams.
• Collaborate with supply chain teams to develop strategies aligned with customer contracts and site goals.
• Ensure adherence to contractual obligations, including flexibility allowances, payment terms, and cost reduction targets.
• Facilitate customer quotations and validate cost comparisons to protect gross margin.
• Coordinate with quality teams to ensure compliance with customer DPPM, DPU, and DPMO requirements.
• Lead customer focus teams to resolve customer escapes and root cause analysis efficiently.
• Promote and advocate for DFx principles (Design for Manufacturing, Design for Test, Design for BOM) with customers.
• Participate in Material Review Board (MRB) activities to ensure timely issue resolution.
• Provide regular program reviews to track progress and identify areas for improvement.
  
  

Required Qualifications

• Bachelor’s degree in engineering or business.
• Experience within an electronics manufacturing service (EMS) or contract manufacturing (CM) environment.
• Proficiency in Microsoft Office Suite and Teams conferencing software.
• Experience supporting a global business operation.
• Strong financial understanding and ability to perform risk analysis.
• Excellent written and verbal communication skills.
• Effective problem-solving, negotiation, and analytical skills.
• Ability to lead cross-functional teams and collaborate with internal and external stakeholders.
• Proven track record in project leadership and ownership.
• Ability to travel up to 25%, including international travel.
  
  

Preferred Qualifications

• Experience with continuous improvement tools and methodologies (e.g., root cause analysis, 8D, 5 Whys).
• Previous experience managing customer KPIs and achieving performance targets.
• Ability to analyze complex data sets and present insights effectively.
  
  

Skills: cross-functional team leadership,npi management,problem solving,continuous improvement tools,negotiation,contract manufacturing,operational excellence,financial analysis,data analysis,customer relationship management,manufacturing,project leadership