PageWide Industrial Customer Program Manager (CPM

Page Wide Industrial Customer Program Manager (CPM) Description - Job Summary

Page Wide Industrial (PWI) needs your leadership and passion to help our customers grow! We have revolutionized the digital web press industry by offering full-color, variable data printing at unprecedented speeds and media widths in both Commercial and Packaging print environments all over the world. Join our exciting, fast-paced and growing business and apply your expertise and passion to maximize the quality and performance of our presses in the field, setting the standard for customer satisfaction in industrial digital printing.

PWI is seeking a Customer Program Manager (CPM) to ensure customer success by serving as the primary Customer Assurance focal point with key customers to drive technical program execution, resolve escalations, and leading customer experience improvements across cross-functional teams. This role serves as a primary interface between customers, services, engineering, 3rd party partners, and commercial teams, focused on maintaining uptime, improving productivity, and leading recovery or optimization efforts for complex industrial printing environments.

• Serve as the primary Customer Assurance focal point for key customers
• Lead structured recovery efforts for underperforming sites including root cause identification, action plan development, and cross-functional execution tracking
• Coordinate technical task forces to address performance, quality, or cost challenges
• Ensure clear ownership and accountability across engineering, service, and partner teams to ensure appropriate transition into steady-state ownership
• Lead or participate in structured case and problem management forums, ensuring visibility, ownership clarity, and progress on chronic and critical issues
• Develop and execute optimization plans to improve customer efficiency and cost performance
• Translate customer needs into actionable engineering or service requirements
• Support activities such as Factory Acceptance Testing (FAT), Installation readiness and ramp-up, Safety and system validation
• Coordinate activities across:
  Customer Assurance (CA), R&D (hardware, software, workflow), Services, Sales and account teams, and 3rd-party vendors and integrators
• Align teams on short-term containment vs. long-term solutions
• Drive clarity on ownership for integrated solutions (HP vs. partner responsibilities)
• Maintain direct engagement with Customer operations teams, Field service engineers (FSEs), Account/Business Service Managers, and Customer leadership when needed
• Support executive and operational customer reviews (EBRs/EORs), including agenda input, content preparation, and post‑meeting follow‑up
• Ensure customer concerns, commitments, and decisions are clearly documented, communicated, and actioned internally
• Ensure clear communication of risks, expectations, and timelines
• Maintain customer confidence during periods of instability, upgrades, or recovery

• Contribute to defining the CPM role within escalation and program management workflows
• Help establish best practices for escalation handling, program governance structures, communication frameworks across the Customer Assurance and Growth organization, Page Wide Industrial Business, and our customer Education & Experience

• Four‑year or Graduate Degree in Computer Science, Engineering, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence
• 7‑10 years or work experience in Industrial printing, manufacturing systems, or complex technical program management
• Preferred experience with HP Page Wide Industrial presses, workflow systems, finishing integration, or customer escalation and service engineering environment

• Strong customer focus with desire to understand and find solutions to customer needs
• Owns problems end-to‑end with strong accountability
• Operates effectively in ambiguity and high‑pressure customer situations
• Highly motivated to resolve technical and business challenges for an optimized customer solution
• Drives action and results across complex, matrixed organizations
• Excellen…