Program Manager at PIONEER METAL FINISHING, LLC in Monroe, Michigan

Job Description:

Essential Job Duties/Responsibilities
· Provides leadership to assess, understand and deliver on customer needs.
o Coordinates communication between the commercial and operations teams to coordinate customer deliverables, visits, and overall customer services. This includes both service and tactical elements of ensuring all customer expectations are met or exceeded.
· Coordinates with operations and commercial teams to identify and deliver new customer solutions that will enable business development, differentiation, and market segment growth.
· Initiates the Sales, Technical and Project Planning phase of the Customer On-boarding process necessary to support overall customer growth and operational efficiency.
o Serves as internal project manager for customer new product On-Boarding projects.
· Ensure purchase orders are complete and compliant with contracts.
o Ensure relevant standards, process and regulations are upheld.
· With the support of the Business Analyst, conduct financial analysis on completed projects and new products to verify margin/organizational goals have been met. Communicate results to key internal stakeholders.
· Help identify the profitability of products and segments to optimize organizational capabilities and growth of the overall customer portfolio.
· Work with operations and the commercial organization to expand customer offering and improve the quality of existing programs.
· Monitor and report out on Key Performance Indicators (Safety/Quality/Delivery/Cost) for key customers.
· Understanding how different programs interlink/overlap and develop strategies to improve revenue performance.
· Develop and communicate to key internal stakeholder's risk mitigation plans and processes.
· Reporting on program performance to the General Manager and Executive team.
· Participate in contract reviews and provide feedback to the commercial team and General Manager on any issues.
· Work with the MarCom team to increase awareness of programs, new capabilities and any reoccurring opportunities for improvement with regionally focused manufacturing customers, e.g., machine shops and material suppliers.
· Maintain and grow regionally focused manufacturing customer relationships - networking for opportunities with new programs and expanded Pioneer service with current programs.
· Serve as the "go to" resource for internal departments who have questions regarding products and/or customer flow through the plant.
o Work with operations leadership to develop/understand capacity and capabilities of how products will flow through the process. Proactively identify any technical constraints with product/process and assist in forming action list.
§ Be able to eliminate (anticipate) roadblocks to ensure project success
· Manage new customer program Phase Gate scheduling and adherence (sign-off) of critical phase gate steps
o Define the decision-making parameters for moving products throughout the development phases.
o Determine/approve if/when a project can move from gate to gate based on key criteria (i.e. critical steps have been completed)
o Visual collective data of phase gate dates planned and actual with metrics
o Confirm deliverables are being met at each phase of the process.
o Ability to lead and hold stakeholders accountable to Phase gate process
· Continuously identify opportunities to improve Phase Gate process. Provide feedback to each organization on area's needing improvement
· Develop industry partnerships and strong customer relationships.
· Support Customer Care members by analyzing current roles and responsibilities and finding ways to Automate, Eliminate, and Improve tasks.
· Train new Customer Care team members on the operating system (best practices) along with Customer Care roles and responsibilities.
§ Expedites orders as needed
§ Manages day-to-day expectations of customers and operations to ensure smooth process for all.
§ Communicates best practices across all divisions to help facilitate efficiency and shared learning.
§ Establishes Up-Front Contracts and setting expectations internally and externally
§ Helps to resolve any order issues.