Role Summary
The Customer Solutions Manager is the primary owner of assigned customer programs and serves as the single point of accountability from RFQ through shipment of finished product. This role integrates customer relationship management, operational execution, and commercial discipline to ensure commitments are met while protecting margin and long-term customer value.
The Customer Solutions Manager leads cross-functional teams across Engineering, Supply Chain, Quality, Production, and Finance to resolve issues, implement changes, and deliver high-quality manufacturing solutions that meet customer, cost, and delivery expectations.
Key Responsibilities
Customer Ownership & Engagement
- Serve as the primary customer interface for assigned accounts, owning day-to-day communication, commitments, and program performance.
- Lead customer program reviews, issue resolution discussions, and escalation management to maintain high levels of customer satisfaction.
- Translate customer needs into clear internal priorities and executable plans.
End-to-End Program Execution
- Own the full program lifecycle from RFQ, quoting, and NPI through production ramp, sustained manufacturing, and end-of-life.
- Develop and maintain program timelines, milestones, and action plans to ensure on-time, on-spec delivery.
- Coordinate customer priorities with production planning and operations teams.
Commercial Accountability
- Coordinate and support timely and accurate customer quotations.
- Ensure pricing integrity, change-order discipline, and margin protection throughout the program lifecycle.
- Partner with Finance to monitor program financial performance.
Engineering Change & Issue Management
- Lead the implementation of Engineering Change Notices (ECNs), ensuring scope, timing, and pricing alignment.
- Coordinate cross-functional root cause analysis and corrective actions for quality, delivery, or cost issues.
- Ensure customer communication is clear, timely, and solution-oriented.
Cross-Functional Leadership
- Drive alignment across Engineering, Manufacturing, Quality, Supply Chain, and Sales to resolve constraints and deliver customer commitments.
- Escalate risks and issues appropriately to site and executive leadership with recommended solutions.
- Foster a culture of accountability, collaboration, and continuous improvement.
Inventory & Working Capital Management
- Manage excess and obsolete inventory related to assigned customer programs.
- Partner with Supply Chain and Finance to reduce inventory exposure and material cost.
Continuous Improvement
- Capture lessons learned and contribute to process improvements related to quoting, NPI, change management, and customer engagement.
- Support standardization of customer-facing program management practices.
Success Metrics (KPIs)
- On-time delivery to customer commitments
- Program gross margin vs. plan
- RFQ and change-order cycle time
- ECN implementation accuracy and timeliness
- Customer satisfaction / feedback metrics
- Excess and obsolete inventory reduction
Required Qualifications
- Bachelor’s degree in Engineering, Supply Chain, Business, or related field (or equivalent experience).
- 5+ years of experience in program management, customer solutions, or operations leadership within a contract manufacturing or complex manufacturing environment.
- Demonstrated experience managing RFQ-to-shipment programs and customer-facing execution.
- Strong commercial and financial acumen.
- Proven ability to lead cross-functional teams and influence without direct authority.
- Excellent written and verbal communication skills.
Preferred Qualifications
- PMP or formal project/program management certification.
- Experience in regulated or high-reliability manufacturing environments.
- Lean, Six Sigma, or continuous improvement training.
Core Competencies
- Customer-first mindset with strong ownership
- Structured problem-solving and decision-making
- Commercial awareness and execution discipline
- Executive-level communication and composure
- Ability to balance urgency with long-term customer relationships
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
