Program Manager

The Program Manager is responsible for the end-to-end performance of assigned customer program(s) within a larger site operation. This role owns operational execution, customer satisfaction, KPI achievement, and continuous improvement while serving as the primary customer contact and leading cross-functional teams to meet safety, quality, delivery, cost, and productivity expectations.This role operates in a fast-paced, customer-driven environment and requires a strong sense of urgency, real-time decision-making, and proactive problem resolution to ensure uninterrupted operations and customer satisfaction.

Key Competencies

Customer focus and relationship managementOperational execution and accountabilityProblem-solving and decision-makingLeadership and team developmentData-driven performance managementCommunication and cross-functional coordination

Key ResponsibilitiesCustomer Ownership & Service

Serve as the primary customer contact for assigned program(s), including meetings, reviews, escalations, and changing requirements.Ensure customer expectations, specifications, and service commitments are clearly understood and executed.Maintain strong customer relationships through proactive communication and timely issue resolution.

Operational Leadership

Lead day-to-day execution of assigned program operations, including workflow, staffing alignment, production schedules, and order fulfillment.Partner with supervisors to meet daily production, quality, safety, and delivery targets.Address operational delays, bottlenecks, and disruptions quickly to maintain customer service and program performance.

KPI & Performance Management

Own and drive all program KPIs, including:

safety performancequality metricsdelivery / on-time performanceproductivity and labor efficiencyinventory accuracycost performance

Analyze trends, identify gaps, and communicate results to leadership and customer stakeholders.Drive timely corrective actions to improve performance and sustain KPI targets.

Quality & Compliance

Ensure program processes meet internal, regulatory, and customer-specific quality requirementsLead containment, root cause analysis, and corrective actions for quality issues and defects

Team Leadership & Development

Lead, coach, and develop supervisors and team membersSet clear expectations and maintain accountability for resultsSupport hiring, onboarding, training, and performance managementFoster a positive, engaged, and results-driven team environment

Continuous Improvement

Identify and implement Lean and process improvement initiativesImprove workflow, reduce waste, and increase efficiency across the operationSupport new program launches and operational changes

success measures

Consistent on-time, accurate delivery of all customer ordersHigh customer satisfactionIncident- free workplaceOperational metrics (cycle time, downtime, cost targets)High efficiency and effectivenessEmployee development, engagement and retention

QUALIFICATIONSRequired:

At least 5 years experience in packaging, kitting, fulfillment, or warehouse operationsPrior operational leadership experience (Supervisor, Operations Manager, or similar)Experience managing KPIs, customer expectations, and daily operations

Preferred:

Customer-facing or account/program ownership experienceKnowledge of Lean / continuous improvement principlesAutomotive or high-volume production environment experience

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