Director of Customer Program Management

Director of Customer Program Management Position overview

The Director of Customer Program Management (CPM) is accountable for integrated program delivery for assigned strategic customers across multiple product lines, ensuring that Coherent’s businesses and functions align around customer commitments, clear ownership, and timely execution.

As the customer-facing program leader within the Strategic Customer Office, the CPM connects customer requirements and milestones with the plans of the teams responsible for delivery. The role partners closely with Customer BU leadership, Sales, Product BUs, Engineering, Operations, Quality, and Supply Chain to manage dependencies, resolve issues, and provide an accurate, consolidated view of program performance.

Through reliable execution and consistent communication, the CPM strengthens customer trust and supports Coherent’s ability to expand strategic engagements.

Key responsibilities

Integrated customer program delivery

Own and maintain the integrated customer program plan, translating agreed commitments into milestones, deliverables, accountable owners and acceptance criteria.

Connect milestones for new product introduction, qualification, supply readiness, and production ramp to customer schedules, including product transfers where applicable.

Track performance against commitments and drive corrective actions with the teams responsible for execution.

Cross-business alignment and dependency management

Partner with internal program management functions to identify and manage dependencies across Product BUs, functions, manufacturing sites, and external partners.

Drive timely resolution of conflicting priorities and resource constraints, escalating tradeoffs to the appropriate decision-makers.

Bring customer delivery requirements and unresolved conflicts into cross-customer steering discussions.

Program governance and performance visibility

Establish and run the operating cadence for assigned strategic customers. Lead weekly Customer Ops Reviews focused on commitments, delivery performance, risks, recovery plans, and required decisions.

Maintain a consolidated, fact-based view of customer program health, including backlog versus delivery, qualification readiness, critical dependencies, and revenue sent program status impartially, ensuring that aggregate reporting does not obscure risks to critical products, sites, or customer milestones.

Prepare and present program updates and decision materials for executive reviews in partnership with Sales and Customer BU leadership.

Risk management, recovery and escalation

Maintain a consolidated risk register. Identify risks early, assess customer impact, and establish mitigation and recovery plans with named owners and completion dates.

Partner with Sales and Finance to quantify revenue at risk and track the effectiveness of recovery actions.

Serve as the program escalation lead, working with Sales and Customer BU leadership to resolve issues that cross organizational boundaries and coordinate internal and customer-facing escalations.

Frame escalations around the facts, available options, recommended actions, and required decisions.

Track issues through verified closure and incorporate lessons learned into future execution.

Aligned customer communication

Support Sales and Customer BU leadership with timely, accurate, and consistent program communication that reflects one aligned Coherent position.

Build effective working relationships with customer program and operational counterparts within the agreed engagement model.

Ensure customer updates explain delivery impact, recovery actions, outstanding decisions, and the timing of the next update.

Validate new or revised customer commitments with responsible delivery teams and…