Customer Business Unit Program Mgmt

Req

Region:
Americas

Country: USA

State/Province:
New Hampshire

City:
Remote Employee US

Functional Area: Sales, Marketing & Business Development (MBD)

Career Stream: Global Customer Business Unit (GCBU)

Role: Consultant 1 (CO1)

Job Title: Consultant, Customer Business Unit Program Mgmt 1

Job Code: CO1-MBD-CBU

Job Level: Level 10

Direct/Indirect Indicator: Indirect

The Global Customer Business Unit (GCBU) Program Manager acts as a vital member of the Program Management team, providing comprehensive support for the operational management of complex customer programs and projects. This role contributes directly to ensuring on‑time, on‑spec delivery, supporting the achievement of critical operational key performance indicators (KPIs), and meeting defined program goals. The Program Manager works closely with the Program Lead, coordinating execution activities across internal functions (Sales, Marketing, Development, Manufacturing, etc.)

to ensure collaborative execution and customer satisfaction.

The core responsibilities of the GCBU Program Manager focus on execution support and operational engagement:

• Account & Program Execution Support

• Support the Program Lead as a key point of contact for day‑to‑day program execution and project lifecycle management.

• Work closely with the internal Program Lead to coordinate the account team's interface with cross‑functional groups, including Development, New Product Introduction (NPI), Sales, Marketing, and Manufacturing.

• Assist in developing comprehensive program plans, schedules, and tracking resource commitments to ensure customer deliverables are met on time and within scope.

• Participate in program tracking meetings and operational reviews with both the customer and the internal account team, ensuring transparent communication.

• Support the implementation and maintenance of customer business processes, communication flows, and issue escalation protocols.

• Performance Metrics and Delivery Assurance

• Assist in the tracking and reporting of all key program performance indicators (KPIs), operational metrics, and critical delivery milestones.

• Monitor and report on overall program execution status and adherence to defined strategic and operational objectives.

• Support the development of clear and measurable action plans to correct schedule deviations or issues impacting program scope or quality goals.

• Participate in program execution reviews, focusing on planning, adherence to schedules, and monitoring operational efficiency.

• Help ensure compliance with all contractual and performance commitments related to delivery, quality, and timelines.

• Customer Relationship & Communication

• Communicate with the customer as directed by the Program Lead to ensure ongoing satisfaction with products and company performance.

• Participate in the process of receiving and documenting customer issues and complaints, helping to coordinate internal responses.

• Assist in soliciting performance feedback, preparing customer satisfaction surveys, and communicating critical insights back to internal teams.

• Support the Sales team and GCBU leadership by gathering and formatting necessary content for customer communications and business reviews.

• Strong Teamwork, Collaboration, and Communication skills, with a focus on working effectively within a large group environment.

• Proven ability to work effectively across Cross‑Functional Teams in a matrix organization structure.

• Foundational expertise in Program Performance Management and Operational Delivery Assurance.

• Practical knowledge of KPI definition, data tracking, and reporting methodologies.

• Strong skills in Relationship Support and customer communication.

• Excellent understanding of Program Lifecycle Management and operational methodologies.

• Solid grasp of Industry, Market, and Technology relevant to the customer's business.

• Proficiency in Data Analytics and the ability to rapidly learn and utilize internal IT tools for performance tracking.

• High degree of computer literacy, with strong proficiency in Microsoft Office applications.

• Excellent understanding of company capabilities, offerings, sites, and key functional…