Manager, Customer Success Program Management

Summary

The Manager, Customer Success Program Management leads a team of program and project managers responsible for delivering exceptional customer experiences through effective order and project execution. This role focuses on team leadership, operational oversight, and resource alignment to ensure timely, accurate, and efficient delivery for key customer accounts. The manager drives team performance, fosters collaboration across departments, and supports continuous improvement initiatives to enhance processes and customer satisfaction.

Primary Duties 
•    Lead and develop a team of program and project managers across multiple levels, providing coaching, feedback, and career development.
•    Oversee workload distribution and resource planning to ensure balanced assignments and timely execution.
•    Monitor team performance metrics and implement strategies to improve efficiency and quality.
•    Serve as escalation point for complex issues, guiding resolution and ensuring customer commitments are met.
•    Collaborate with cross-functional leaders in engineering, supply chain, and production to align priorities and resolve operational challenges.
•    Support implementation of process improvements and standard work practices across the team.
•    Prepare and present team performance reports to senior leadership.
•    Foster a culture of accountability, collaboration, and continuous learning.
•    Ensure compliance with company policies, safety standards, and customer requirements.
•    Perform other duties as assigned.

• Bachelor’s degree in Business, Engineering, or related field; 7+ years of experience in project or program management, including 2+ years in a leadership role.
• Strong people management skills with experience leading diverse teams.
• Proven ability to manage multiple priorities and drive results in a fast-paced environment.
• Solid understanding of production planning, supply chain processes, and customer success principles.
• Excellent communication and interpersonal skills.

Knowledge, Skills, and Abilities

• Leadership and team development expertise.
• Strong organizational and problem-solving skills.
• Ability to analyze data and make informed decisions.
• Proficiency in project management tools and reporting systems.
• Customer-focused mindset with ability to balance operational needs and client expectations.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time.  The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.