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Fictiv is a global manufacturing company that simplifies sourcing for custom manufacturing, from prototype to low-volume production. The company operates a highly-vetted manufacturing network and AI-powered technology platform with global operations centers across the USA, Mexico, India, and China. Fictiv delivers fast, high-quality custom manufacturing services spanning injection molding, compression molding, 3D printing, CNC machining, die casting, and sheet metal work.
As a Customer Program Manager, you will own a portfolio of manufacturing programs serving US-based customers. You will be the customer's primary advocate at Fictiv, managing relationships end-to-end and resolving issues proactively to drive loyalty. Your responsibilities include:
• Customer Management: Own customer relationships end-to-end, resolve issues proactively, and build trust across all programs.
• Case Management: Manage a caseload of concurrent manufacturing orders across multiple customers and internal operations teams, including complex cases. Prioritize by customer impact and timeline risk.
• Communication: Gather, interpret, and communicate engineering, design, manufacturing, and logistics requirements to ensure on-time, in-full delivery even as requirements shift.
• Collaboration: Work with sales and manufacturing operations to ensure successful delivery, advocating for customer interests through the full project lifecycle, including post-delivery exceptions.
• Program Management: Own program outcomes with minimal oversight, maintaining scope, budget, and timeline to consistently high standards.
• Continuous Improvement: Identify improvement areas and drive fixes with cross-functional teams to increase efficiency.
Work hours are 9:30 PM to 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours). The role follows a hybrid schedule with 3 nights in office and 2 nights remote.
REQUIREMENTS:
• Bachelor's degree in Engineering or MBA
• 7+ years of experience in program management, project management, supply chain, or customer-facing operations, with a track record of owning complex accounts end-to-end
• Experience supporting NPI (New Product Introduction), low-volume production, or rapid prototyping programs, including exceptions and edge cases
• PMP or equivalent project management certification preferred
• Proven ability to operate with minimal oversight in a fast-paced, high-standards environment; organized with strong prioritization skills and attention to detail under pressure
• Outstanding written and verbal communication, able to adapt style across audiences; fluent in written and spoken English with proven experience working directly with US-based customers or during US business hours
• Self-starter mentality; hands-on, results-oriented, driven to exceed customer expectations; accountability is non-negotiable
• Genuine interest in the manufacturing ecosystem and the New Product Development process
