Essential Functions
Serve as the primary business relationship manager for strategic customer accounts by developing trusted partnerships and ensuring long-term customer satisfaction and business growth.
Lead complex Customer Focus Teams (CFTs) by aligning cross-functional resources, driving accountability, and ensuring successful execution of customer requirements and business objectives.
Manage multiple or highly complex customer programs throughout the product lifecycle by balancing customer expectations, operational priorities, financial performance, and contractual commitments.
Lead executive-level customer communications, Quarterly Business Reviews (QBRs), and strategic business discussions while presenting program performance, risks, and improvement initiatives.
Collaborate with Engineering, Supply Chain, Manufacturing, Quality, Finance, and Sales to develop integrated solutions that support customer requirements, operational readiness, and profitable program execution.
Evaluate program financial performance, including revenue, margins, inventory exposure, liabilities, and operational costs, while identifying opportunities to improve profitability and business performance.
Lead new product introductions (NPI), manufacturing readiness activities, engineering change implementation, and product transitions to ensure successful program launches and sustained operational performance.
Identify program risks, customer concerns, supply chain challenges, and operational constraints while leading cross-functional teams to develop proactive mitigation strategies and corrective actions.
Support customer growth initiatives by identifying opportunities for additional business, improved service offerings, and operational enhancements that strengthen long-term customer partnerships.
Mentor Program Managers by sharing best practices, providing guidance on customer management, and supporting the development of program management capabilities across the organization.
Lead continuous improvement initiatives that enhance customer satisfaction, operational efficiency, communication, business processes, and program performance.
Ensure compliance with contractual obligations, customer requirements, company policies, and applicable quality management system standards.
Competencies
Strategic Program Management: Ability to lead complex customer programs while achieving strategic business and operational objectives.
Customer Relationship Management: Ability to develop trusted customer partnerships that drive long-term business success.
Executive Customer Engagement: Ability to effectively influence executive-level customer stakeholders through strategic communication and business leadership.
Customer Focus Team (CFT) Leadership: Ability to lead cross-functional teams that achieve customer commitments and business objectives.
Financial Acumen: Ability to evaluate program financial performance and identify opportunities to improve profitability and business results.
Contract Management: Ability to interpret contractual requirements and ensure compliance with customer commitments.
Risk Management: Ability to proactively identify business risks and implement effective mitigation strategies.
New Product Introduction (NPI): Ability to lead new product introductions, manufacturing readiness, and product transitions.
Manufacturing Knowledge: Advanced understanding of manufacturing operations, supply chain processes, and operational execution.
Change Management: Ability to lead organizational and customer-driven changes while maintaining operational continuity.
Cross-Functional Leadership: Ability to influence cross-functional organizations and drive alignment toward strategic objectives.
Negotiation: Ability to negotiate customer requirements, business priorities, and mutually beneficial solutions.
Continuous Improvement: Ability to lead initiatives that improve customer satisfaction, operational performance, and business processes.
Strategic Decision Making: Ability to analyze complex business information and make informed decisions that support organizational objectives.
Mentorship: Ability to coach and develop Program Managers while promoting knowledge sharing and professional growth.
Executive Communication: Ability to communicate effectively with executive leadership, customers, and key stakeholders.
Qualifications
Education
Master's degree in Business Administration (MBA), Engineering, or a related discipline preferred.
Certifications
Project Management Professional (PMP)
Certified Associate in Project Management (CAPM)
Lean Six Sigma Green Belt
APICS/ASCM Certified Supply Chain Professional (CSCP)
Experience
Minimum of eight (8) years of progressive experience in program management, project management, operations, engineering, supply chain, or customer account management within a manufacturing environment.
Electronics Manufacturing Services (EMS) experience strongly preferred.
Demonstrated experience managing strategic customer accounts, complex manufacturing programs, and cross-functional business initiatives.
Experience leading executive customer meetings, Quarterly Business Reviews (QBRs), and contract performance discussions.
Strong understanding of manufacturing operations, supply chain management, quality systems, engineering change processes, and financial performance metrics.
Experience utilizing ERP/MRP systems to support customer programs and operational execution.
Demonstrated ability to mentor team members, influence cross-functional organizations, and drive business improvements.
Excellent analytical, organizational, negotiation, presentation, and communication skills.
Advanced proficiency with Microsoft Office applications, including Excel, PowerPoint, and Outlook.
Physical Requirements
Ability to sit for extended periods while performing computer-based work.
Ability to use a computer, keyboard, mouse, telephone, and other office equipment for prolonged periods.
Ability to communicate effectively in person, by telephone, and through electronic communication methods.
Ability to occasionally stand, walk, bend, reach, and lift office materials up to 25 pounds.
Ability to visually review documents, reports, spreadsheets, and computer displays with or without corrective lenses.
Ability to move throughout office and production areas as business needs require.
Mental Requirements
The employee is required to exercise sound judgment, analytical thinking, and problem-solving skills in a professional business environment.
The role requires the ability to prioritize multiple responsibilities, manage competing deadlines, interpret and analyze information, and make decisions consistent with organizational objectives.
Employees must effectively communicate with internal and external stakeholders, maintain confidentiality where appropriate, and adapt to changing business needs.
The position requires sustained concentration, attention to detail, and the ability to work independently while maintaining productivity and accuracy.
Work Environment
Work is performed in a combination of professional office, electronics manufacturing, remote, and travel-based environments. Responsibilities may require regular interaction with production areas, exposing employees to moderate noise levels, fluctuating temperatures, production equipment, soldering operations, automated machinery, and general manufacturing activity. Duties may involve extended periods of sitting, standing, walking, bending, computer-based work, and occasional lifting or movement of materials consistent with job responsibilities. Employees entering production or controlled areas are required to follow all environmental, safety, ESD, quality, and equipment-handling procedures, including the use of SMTC-provided ESD-safe items where applicable. The role also requires travel between company locations, customer sites, or other business-related destinations as needed, as well as the ability to maintain a safe and secure remote workspace with reliable internet access when working remotely. Employees must remain attentive and compliant with all operational, safety, quality, confidentiality, and company policy requirements across all work environments.
Travel: 11-25% of the time based on business needs.
Please note this job description is not designed to cover or contain a comprehensive list 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.
SMTC is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, disability, veteran status, genetic information or other protected status.
If you require assistance completing this application due to a disability, please contact Human Resources to ask for an accommodation or an alternative application process.
