Program Manager

The Program Manager is responsible for theend-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 astrong sense of urgency, real-time decision-making, and proactive problem resolution to ensure uninterrupted operations and customer satisfaction.

Key Competencies

• Customer focus and relationship management
• Operational execution and accountability
• Problem-solving and decision-making
• Leadership and team development
• Data-driven performance management
• Communication and cross-functional coordination

Key Responsibilities

Customer 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 performance
  • quality metrics
  • delivery / on-time performance
  • productivity and labor efficiency
  • inventory accuracy
  • cost 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 requirements
• Lead containment, root cause analysis, and corrective actions for quality issues and defects

Team Leadership & Development

• Lead, coach, and develop supervisors and team members
• Set clear expectations and maintain accountability for results
• Support hiring, onboarding, training, and performance management
• Foster a positive, engaged, and results-driven team environment

Continuous Improvement

• Identify and implement Lean and process improvement initiatives
• Improve workflow, reduce waste, and increase efficiency across the operation
• Support new program launches and operational changes

success measures

• Consistent on-time, accurate delivery of all customer orders
• High customer satisfaction
• Incident- free workplace
• Operational metrics (cycle time, downtime, cost targets)
• High efficiency and effectiveness
• Employee development, engagement and retention

QUALIFICATIONS

Required:

• At least 5 years experience inpackaging, kitting, fulfillment, or warehouse operations
• Prior operational leadership experience (Supervisor, Operations Manager, or similar)
• Experience managingKPIs, customer expectations, and daily operations

Preferred:

• Customer-facing or account/program ownership experience
• Knowledge of Lean / continuous improvement principles
• Automotive or high-volume production environment experience

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