Job Description

Purpose of the Role

The Program Manager acts as a primary liaison and consultant to both client and internal teams, ensuring the successful development and execution of exterior and interior programs. This role is pivotal in translating client needs into actionable plans, overseeing the project lifecycle from inception to completion, and ensuring that all deliverables meet or exceed client expectations.  Additionally, the Program Manager is responsible for providing exceptional customer service while achieving the company’s financial goals and overseeing the daily activities of the assigned team.

Key Responsibilities & Accountabilities:

Consult on the following Sales and New Program Start Up activities:  

·         Talent assignments to new programs

·         Define and assign roles and responsibilities

·         Meeting and reporting structure – defined inputs and outputs

·         Create program workflows to align to company processes that integrate client requirements

·         Execution plan development and management including delivery expectations, definition of milestones and touchpoints and KPI’s and SLA’s

·         Project plan creation, risk identification and mitigation and opportunities for efficiencies

·         Training guides are in place and appropriate

·         The client, staff and suppliers training needs

Acts as the primary point of contact for corporate client representatives.

Validates the following items are available and approved where applicable for program execution:  

·         Design Intent Drawings and/or Engineering

·         Sign Family, Brand Guidelines and Decision Tree

·         Material specifications 

·         Client approval of prototypes and first articles

·         SAP parts list with engineered drawings referenced

·         Production schedules from manufacturing partners

Leads the account’s project management team in executing customer projects and fulfilling customer orders to ensure customer satisfaction and retention. 

Communicates account information to leadership and other internal departments. 

Anticipates potential problems, working with other Principle functional areas to identify and solve potential issues in a proactive manner. 

Ensures ongoing customer communication and follow-up.

Maintains the program’s project plan and risk register including leading NPSU/Operations meetings.  

Manages the account’s financial performance (sales forecast, product margin, installation margin, accounts payable, accounts receivable, assets, warranty and freight claims).

Provides leadership to ensure achievement of the account’s targets including revenue, profitability, cash flow, and asset management. Provides input for regular financial updates and forecasts.

Provides day-to-day leadership, direction, coaching, and support for the account team.  Evaluates team member performance and developmental needs and engages in performance feedback discussions. Works to identify and address developmental needs within their team.

Leads the team in developing and achieving plans to meet customer requirements and implement improvements. Works to ensure effective and efficient account processes, systems, policies, and procedures. May participate in cross-functional process improvement teams.

Facilitate cross-functional communication between functional areas (such as Brand Activations, Sales, Engineering, Design, Manufacturing, Delivery, etc.) to relay customer needs and ensure alignment with objectives and requirements.

Formulate and execute business strategies to drive revenue growth and enhance profitability. Identify and prioritize opportunities for new and improved products and services to meet strategic objectives.

Exemplify the company’s core values and adhere to all rules, policies, and procedures set by Principle.

Supports safety goals and objectives.