Lead Customer Program Manager

About the role

At Fictiv/MISUMI Americas we are building the operating system for custom mechanical parts and assembly, enabling Fortune 500 companies to scale production across India, Mexico, China, and the US. The Lead Customer Program Manager will lead a team of Customer Program Managers, overseeing end‑to‑end customer programs from scoping to delivery while ensuring high customer satisfaction.

Key responsibilities

• Directly manage and develop a team of Customer Program Managers, setting goals, conducting reviews, and creating growth plans.
• Maintain visibility across the portfolio, monitor program health, manage risks, and ensure consistent execution standards.
• Act as first‑line escalation point for complex programs, difficult customer situations, and cross‑functional blockers.
• Partner with Sales, Account Management, Supply Chain, Operations, and Quality teams to ensure smooth onboarding, renewals, and issue resolution.
• Drive a customer‑success mindset, measuring on‑time delivery, satisfaction, escalation rates, and response times.
• Oversee supply‑chain and operational aspects, helping the team set accurate expectations and resolve systemic issues.
• Champion adoption of new processes and tools, ensuring team alignment and consistent execution quality.

Required profile

• 7–13 years of total experience with at least 5 years managing customer‑facing programs in fast‑paced hardware product development or contract manufacturing.
• Bachelor’s degree in Mechanical, Industrial, or Manufacturing Engineering.
• Minimum 2 years of people‑management experience, including performance reviews and development planning.
• Proven track record of delivering complex, multi‑stakeholder programs end‑to‑end with responsibility for scope, cost, timeline, and satisfaction.
• Direct experience working with US‑ or EU‑based customers on a US business‑hours schedule from India.

Required skills

• Salesforce (CRM)
• Odoo (ERP)
• Jira (project management)
• Asana (project management)
• Sigma (data platform)