Lead Customer Program Manager

About MISUMI Americas

MISUMI Americas, a division of MISUMI Group, is a leading provider of standard, configurable, and custom manufacturing solutions. By integrating a vast catalog of components with a world-class digital manufacturing platform, MISUMI Americas empowers engineers and procurement teams to accelerate innovation across the entire product lifecycle. With operations in the San Francisco Bay Area and Chicago, the company serves as a vital partner for the most innovative companies in the Americas.

**Work Hours: 7:30 PM – 3:30 AM IST, Monday through Friday (aligned with US Eastern business hours)**

Impact in this 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. We deliver highly complex, high-quality hardware for autonomous vehicles, surgical systems, industrial robots, and beyond.

The Lead Customer Program Manager is a people leader role within the Customer Program Management team. You will build, manage, and grow a team of CPMs who are responsible for owning customer programs and projects end-to-end - from initial scoping and kickoff through delivery, escalation management, and long-term account health.

This role sits at the intersection of three disciplines: customer success, project management, and manufacturing expertise. Your team’s job is to be the trusted partner for our customers - understanding their manufacturing needs deeply, keeping programs on track, and ensuring every commitment we make is one we keep. Your job as Lead CPM is to make sure your team does that exceptionally well, consistently.

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 st