Lead Customer Program Manager

Responsibilities

• 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
• 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
• 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
• 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 navi

Benefits

Additional Information

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).

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