Program Manager (Customer & Account Management)

Celestica; Senai; On-site; INR 1,833,000 - 2,357,000; Full time

Job summary

Celestica in Senai Johor seeks a Customer Program Manager to lead cross-functional program execution and align customer needs with internal teams, delivering on revenue and margin targets without direct line authority.

The role requires 8–10 years in program management, manufacturing ops, or customer-facing roles, with preferred contract manufacturing experience and strong leadership, RCA, and communication skills.

Qualifications

• Bachelor’s degree in Engineering, Business, Supply Chain, or related field.
• 8–10+ years in program management, manufacturing operations or customer-facing roles.
• Experience in contract manufacturing is preferred.

Responsibilities

• Lead matrixed cross-functional teams to meet milestones without direct line authority.
• Serve as primary customer contact; monitor forecasts, scope and capacity.
• Drive RCA and resolve high-stakes yield, delivery, or quality crises.
• Monitor NRE costs, scrap/rework, and inventory to protect profitability.
• Prepare performance reports for monthly operations and quarterly CPRs.
• Support global teams with flexible off-shift communication hours.

Skills

Cross-functional leadership

Financial acumen

Communication

Crisis management

Program management

Education

Bachelor's degree

Job description

Work Location: Senai Johor

Monthly Salary: RM 7,000 – RM 9,000 per month

Mandatory Experience Required: 8–10 years of experience in program management, manufacturing operations, or customer-facing technical account management. Preferred experience in Contract Manufacturing.

Role Overview

We are seeking a highly motivated and experienced Customer Program Manager (CPM) to lead cross-functional program execution and customer alignment. The CPM acts as the primary interface between the customer and internal teams to manage high-stakes program execution, track commercial risk, and deliver on revenue and margin targets without relying on direct line authority.

Key Responsibilities

• Cross-Functional Leadership & Matrix Management: Lead matrixed cross-functional teams (Operations, Supply Chain, Quality, Engineering) to achieve milestone dates and project deliverables without direct line authority.
• Customer & Commercial Management: Serve as the primary point of contact for customer accounts; track customer commitments, prevent scope creep, monitor revenue exposure, and ensure continuous alignment between customer forecasts and factory capacity.
• Crisis Management & Problem Solving: Drive root-cause analysis (RCA) and resolve high-stakes yield, delivery, or quality crises under extreme time constraints while preserving strong customer relationships.
• Financial Control & Exposure Management: Actively monitor program financials by tracking NRE (Non-Recurring Engineering) costs, scrap/rework expenses, and inventory levels to minimize excess exposure and protect program profitability.
• Executive Communication & De-escalation: Maintain strong executive presence while communicating tough news (delays, yield issues, capacity bottlenecks) to demanding customer stakeholders while maintaining trust and transparency.
• Program Reviews & Operations Alignment: Host regular status tracking meetings with customer and internal teams. Provide performance reporting and analysis for monthly Operations Reviews and quarterly Customer Performance Reviews (CPRs).
• Global Support Alignment: Support flexible communication hours (20–30% off-shift) as needed to align with global/US customer time zones.

Requirements

• Education: Bachelor’s degree in Engineering, Business, Supply Chain, or a related field (or equivalent practical experience).
• Experience: 8–10 years of experience in program management, manufacturing operations, or customer-facing technical account management. Preferred experience in Contract Manufacturing.
• Leadership: Proven track record of leading complex, cross-functional teams in a matrixed organization without direct supervisory authority.
• Commercial & Financial Acumen: Demonstrated ability in managing scope creep, tracking NRE costs, scrap/rework expenses, excess inventory, and understanding contract pricing structures.
• Crisis & Conflict Resolution: Demonstrated experience navigating high-pressure delivery or quality crises using structured problem-solving (e.g., RCA, 8D) and executive-level de-escalation skills.
• Communication: Exceptional verbal, written, and presentation skills with an ability to build trust with aggressive or demanding customer teams.