Impact in this Role
Are you ready to shake up the world of customer service? Do you thrive on making connections and finding creative solutions? If you’re passionate about putting customers first in a dynamic, non-traditional environment, we want YOU on our team!
In your role as Associate Customer Program Manager, you will be working directly with our US-based customers, and you’ll be using your agility, problem-solving skills, and customer service advocacy to help our customers increase the velocity and quality of products delivered. You will collaborate with the cross-functional teams to resolve customer pain points, address customer needs, and help manage customer projects end to end. You will support multiple customers across a variety of manufacturing orders to be fulfilled in different regions around the world.
Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)
This role follow a hybrid work schedule - 3 nights in office, 2 nights remote
What you will be doing
Customer Management: You will be our customers’ best ally at Fictiv. Work closely with our customers to ensure a seamless and high-quality experience. Nurture relationships and resolve issues to help drive customer loyalty.
Case management: Concurrently manage a variety of manufacturing orders with multiple customers and the internal operations teams. Prioritize and resolve top user requests to address their product development needs and meet customer expectations for timing and quality.
Communication: Gather, interpret, and communicate engineering, design, manufacturing, and logistics requirements to ensure the orders will be delivered on time and in full
Collaboration: Collaborate with sales and the manufacturing operations teams to ensure successful delivery to the customer and advocate on their behalf - through the project lifecycle, including post-delivery exceptions.
Program Management: Manage projects with top-down oversight throughout the entire execution to ensure success as defined by adherence to standards of scope, budget, and timeline.
Continuous Improvement: Identify improvement areas and collaborate with the cross-functional team to prioritize and define solutions to increase our efficiency.
Desired Traits
Bachelor’s degree in Mechanical Engineering or MBA required.
4+ years of experience in program management, project management, supply chain or customer-facing operations roles.
Experience supporting NPI, low-volume production, or rapid prototyping programs.
PMP/project management certification and understanding of project management/operations knowledge preferred.
The work is fast-paced - you will be working in an operations environment with tight deadlines and high standards. You will need to be organized with good time management, prioritization skills and great attention to detail.
We obsess over our customers - you will need to be personable and have outstanding communications skills (both written and verbal) and be able to adapt your communication style effectively. Must be fluent in written and spoken English. Proven experience working directly with US-based customers and/or during US business hours is preferred
This role requires a self-starter mentality. We want you to be excited by a hands-on, high-performing, results-oriented role and driven to exceed expectations for our clients. Accountability is everything; you say what you do and do what you say.
Aligned with our culture centered around continuous learning - bring passion to learn about the manufacturing ecosystem and the New Product Development process.
Interested in learning more? We look forward to hearing from you soon.
We’re actively seeking teammates who
Bring diverse perspectives and experience to our culture and company.
Excel at being part of a strong, empathetic team.
Thrive in an environment emphasizing respect, honesty, collaboration, and growth.
Have an ‘always learning’ mindset that celebrates learning, not just wins.
Help us continue to build a world-class organization that values the contributions of all of our teammates
We encourage applications from members of underrepresented groups, including but not limited to women, members of the LGBTQ community, people of color, people with disabilities, and veterans.
