You will coach and develop your team, set standards for how programs are run and how customers are managed, resolve escalations, and partner cross-functionally to remove blockers. You bring both the credibility of deep program management and manufacturing experience and the leadership maturity to develop others and elevate the team around you.
You will report to the Manager of Customer Program Management. This role has a hybrid model (Monday, Tuesday and Wednesday in office, Thursday and Friday remote).
What you will be doing
1. Team Leadership & People Management
Directly manage a team of Customer Program Managers (Junior to Mid Level), owning their performance, development, and day-to-day effectiveness
Set clear goals and performance expectations for each direct report; conduct regular 1:1s and formal reviews
Build structured development plans for each team member, identifying skill gaps, creating growth opportunities, and actively coaching toward them with the goal of accelerating each individual's potential, not just managing their current performance
Serve as the first line of escalation for your team: step in on complex programs, difficult customer situations, or cross-functional blockers as needed
Create and maintain onboarding frameworks, training materials, and capability-building resources for new and growing CPMs
Actively participate in recruiting, interviewing, and onboarding new team members as the team scales
Foster a high-accountability, high-support team environment rooted in the MISUMI Americas values: Not Afraid to Fail, Empowerment, Open to Change, Speed / Bias Toward Action, and Grit
2. Customer Program & Project Oversight
Maintain visibility across your team’s full portfolio of customer programs and projects - monitoring health, tracking risks, and ensuring nothing falls through the cracks
Set and uphold team standards for how programs are planned, communicated, and executed: scope management, change control, risk identification, and status reporting
Step in directly on strategic, high-complexity, or at-risk customer accounts to guide recovery, lead customer conversations, or provide senior presence
Partner with Sales and Account Management to ensure smooth program onboarding, renewals, and escalation resolution
Champion a consistent customer experience across the team - ensuring customers always have a responsive, knowledgeable, proactive point of contact
3. Customer Success & Relationship Management
Model and coach a customer success mindset within the team: proactive communication, anticipating needs, building trust, and driving long-term account health
Ensure the team is measuring the right things - on-time delivery, customer satisfaction, escalation rate, response time - and improving over time
Guide your team in navigating difficult customer conversations: how to deliver bad news, manage expectations, and turn friction into stronger relationships
Build relationships with senior customer stakeholders on key accounts; represent the CPM team in strategic customer interactions as needed
4. Supply Chain & Customer Operations
Maintain a working understanding of supply chain operations - supplier management, lead times, procurement constraints, and fulfillment workflows - to help your team navigate program risks and set accurate customer expectations
Oversee customer operations health across the portfolio: order management, delivery performance, issue resolution timelines, and escalation response
Partner with Supply Chain, Operations, and Quality teams to resolve cross-functional blockers affecting customer programs and ensure your team has the right internal connections to act effectively
Coach your team to think beyond program execution - understanding how supply chain and operational decisions upstream directly impact customer experience downstream
Identify systemic supply chain or operations issues that recur across programs and work with leadership to address root causes, not just individual incidents
5. Team Effectiveness & Execution Consistency
Stay close to how standards and tooling are evolving across the CPM team, and make sure your team is aligned, trained, and applying them consistently
Own adoption. When new processes or tools are introduced, drive uptake within your team - close gaps, address resistance, and follow through until it becomes standard practice
Coach individuals toward stronger execution habits. Where gaps are recurring, treat them as a development opportunity before escalating
Keep a pulse on execution quality across your team's programs and bring that ground-level visibility into broader team conversations about what is working and what needs attention
Experience
Required
7–13 years of total work experience, with a minimum of 5 years managing customer-facing programs or projects in a fast-paced hardware product development or contract manufacturing environment
Bachelor’s degree in Mechanical Engineering, Industrial Engineering or Manufacturing Engineering required
Minimum 2 years in a team lead, senior lead, or people management role with direct reports - owning performance reviews, development plans, and day-to-day team management
Proven track record of running complex, multi-stakeholder customer programs end-to-end, with full accountability for scope, cost, timeline, and customer satisfaction
Direct experience working with US-based or European-based customers from India on a US business hours schedule
Preferred
Experience at a contract manufacturer, digital manufacturing platform, or hardware supply chain company
Exposure to low-volume / prototype builds and high-mix, high-velocity manufacturing environments
Familiarity with the hardware product development lifecycle: EVT, DVT, PVT, MP
Experience with CRM/ERP tools (Salesforce, Odoo), project management tools (Jira, Asana), and data platforms like Sigma
Core Skills & Competencies
People Leadership: Demonstrated ability to build, manage, and grow a team; sets clear expectations, holds accountability, invests in development, and creates a culture of performance and support
Customer Success Mindset: Deep instinct for what makes customers stay, grow, and refer; coaches the team to be proactive, solutions-oriented, and relationship-driven
Project & Program Management: Strong command of program fundamentals - scope, risk, timeline, change management - and the ability to set and enforce standards across a team
Manufacturing Expertise: Enough technical depth to guide the team through complex manufacturing decisions, support difficult customer conversations, and build credibility with engineering and operations
Communication: Exceptional written and verbal English; able to communicate at the right level for the audience - from a customer VP to a junior CPM to an internal engineering team
Judgment & Escalation: Knows when to delegate, when to coach, and when to step in directly; trusted by the team and by leadership to make the right call
Agility, Adaptability & Grit: Thrives in fast-paced, ambiguous environments; sets the tone for the team when things get hard
Data-Driven: Use metrics to evaluate team performance, catch risks early, and drive continuous improvement
Individual Coaching & Development: Goes beyond performance management: actively invests in helping each team member realize their potential faster; identifies what holds people back, creates the right conditions, and adjusts coaching style per individual
Agility / Succeeding in the Fictiv Environment: Fictiv moves fast, changes direction often, and rewards people who figure things out without waiting to be told; the right candidate has thrived in environments like this, they do not need certainty to act, do not wait for a perfect process to exist, and are energized rather than frustrated by ambiguity and pace
People Skills in a Non-Hierarchical Culture: Fictiv's culture is direct, candid, and non-hierarchical; traditional command-and-control or deferential work styles do not fit
The Lead CPM must be comfortable giving and receiving direct feedback, speaking up in cross-functional settings, pushing back with data, and empowering their team to do the same, regardless of seniority or title in the room
Urgency & Firefighting Under Pressure: Able to stay effective and keep the team grounded when multiple things are on fire simultaneously; knows how to triage, reprioritize quickly, and help the team navigate constant urgency without burning out or dropping the ball
Converts chaos into clarity for the people around them
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.
