Client Program Manager, Product Development

Osmo; Elizabeth (NJ); On-site; USD 105,000 - 145,000; Full time

Benefits offered by this job

Dental & vision

Flexible PTO

401(k) matching

Catered lunch

Shuttle service NewarkBrooklyn

Commuter benefits

Job summary

Osmo in Elizabeth, NJ is seeking an experienced Operations Manager to own the post-launch handoff from onboarding to production and fulfillment. You will be the primary operational contact for assigned customers, coordinating across manufacturing, procurement, product development, quality, and delivery teams.

You'll relentlessly close gaps, track readiness, and ensure commitments are met, while improving tools and processes to scale as Osmo grows.

Qualifications

• 8+ years across customer success, operations, manufacturing coordination, or project management in fragrance or flavor industries.
• Experience supporting customer-facing programs in manufacturing, consumer products, or industrial settings.
• Strong cross-functional stakeholder management and accountability for commitments.

Responsibilities

• Own the customer relationship post-launch and act as the primary operational contact.
• Coordinate manufacturing readiness, track materials, fragrance and packaging readiness, and milestones.
• Align production with customer commitments and manage end-to-end orders from handoff to fulfillment.
• Drive cross-functional execution with Manufacturing, Procurement, Product Development, Quality, and Turnkey Delivery.
• Lead escalation discussions when milestones or expectations are at risk.
• Identify operational risks early and coordinate mitigation plans.
• Support oil shipment planning within the broader manufacturing handoff.
• Improve systems, tools, and workflows to scale as Osmo grows.

Skills

Operational leadership

Manufacturing coordination

Cross-functional communication

Project management

Customer-facing experience

Tools

ERP systems

CRM systems

PM software

Job description

Who we are at Osmo:

Osmo is a digital olfaction company, on a mission to give computers a sense of smell to improve the health and wellbeing of human life. Why? Our sense of smell both enriches and saves lives, and has a deep and direct connection to our emotions and memory.

Olfactory Intelligence has applications across industries including fragrance, manufacturing, security, medicine, and more. We believe in the power of automation and thoughtfully applied AI/ML to solve problems beyond the reach of human intuition alone.

We're headquartered in Elizabeth, NJ, with an additional office in Somerville, MA. We provide complimentary shuttle service from Brooklyn and Newark, NJ.

About the Role

Osmo's customer programs don't end at signature — they succeed or fail in the handoff from creative work to real manufacturing. This role owns that handoff: the point where a customer's project moves from onboarding into production, fulfillment, and deployment, and where dropped threads become missed shipments.

You'll be the primary operational point of contact for customers after launch, and the person who keeps manufacturing, procurement, product development, quality, and delivery teams moving in the same direction. This is a role for someone who's tenacious about closing gaps before they become customer-facing problems, curious enough to actually understand how fragrance gets made rather than just tracking a spreadsheet of it, and kind in how they hold internal teams accountable to the commitments made to customers.

What You'll Do

• Own the Customer Relationship Post-Launch — Serve as the primary operational contact for assigned customers, building trust through proactive updates rather than reactive fire drills.

• Coordinate Manufacturing Readiness — Track material availability, fragrance readiness, packaging readiness, and production milestones, and flag constraints before they become delays.

• Align Production to Customer Commitments — Keep manufacturing priorities and deployment schedules in sync with what customers were actually promised.

• Manage Orders End to End — Own customer orders from operational handoff through fulfillment, including schedule changes, order modifications, and status reporting.

• Drive Cross-Functional Execution — Coordinate across Manufacturing, Procurement, Product Development, Quality, and Turnkey Delivery, holding teams accountable to timelines and service-level commitments.

• Lead Escalations — Run execution reviews and escalation discussions when a project's milestones or a customer's expectations are at risk.

• Catch Risk Early — Identify operational risks before they hit a customer commitment, and build and coordinate the mitigation plan.

• Support Oil Shipment Planning — Coordinate readiness activities tied to oil shipments as part of the broader manufacturing handoff.

• Improve the System, Not Just the Ticket — Support new tools, reporting, and workflows that increase visibility and scalability as Osmo's customer volume grows.

Who You Are

• Operationally Fluent in Manufacturing — 8+ years across customer success, operations, manufacturing coordination, supply chain, or project management, ideally in the fragrance and flavor industry.

• Comfortable in Customer-Facing and Plant-Facing Work at Once — Experience supporting customer-facing programs in manufacturing, consumer products, fragrance, or industrial environments — this isn't a pure customer-success seat or a pure production seat, it's both.

• A Relentless Closer of Loose Ends — Tenacious about tracking every open thread across procurement, production, and customer communication until it's actually resolved, not just logged.

• A Strong Cross-Functional Communicator — Excellent stakeholder management skills, with the judgment to know when to elevate and when to resolve quietly.

• Genuinely Curious About How the Product Gets Made — Wants to understand fragrance readiness and production sequencing well enough to make real calls, not just relay updates.

• Organized Under Pressure — Strong organizational and project management skills, with the ability to manage multiple customer programs simultaneously without dropping any of them.

Ways to Stand Out

• Contract Manufacturing Experience — You've supported customer programs inside a contract manufacturing environment.

• Production Planning Fluency — Familiarity with production planning, order fulfillment, or S&OP processes.

• Systems Experience — Hands-on experience with ERP, CRM, and project management systems.

• Launch Experience — You've supported product launches or customer deployment programs before, not just steady-state accounts.

What Success Looks Like (First 6-12 Months)

Customers feel informed, supported, and confident throughout project execution. Manufacturing priorities stay aligned with customer commitments and deployment schedules. Orders move efficiently through planning, production, and fulfillment, with risks and delays caught early and addressed proactively. Internal teams stay aligned on priorities, timelines, and responsibilities, and manufacturing readiness activities land on schedule with minimal surprises.

What We Offer

• Real Growth Path — Room to grow into a broader Customer Success & Operations leadership role as Osmo's customer volume and manufacturing footprint scale.

• Competitive salary and meaningful equity in a high-growth company

• 100% company-paid dental and vision coverage for employees

• Flexible PTO and paid family leave

• 401(k) savings plan and employer match

• Catered Lunch — Mon/Wed/Fri; Newark, NJ and Brooklyn shuttles

• Commuter benefits (pre-tax transit and parking)

All employment decisions and responsibilities are determined based on current ability and your ability to grow, without regard to race, color, gender identity, sex, sexual orientation, religion, age, marital status, physical, mental, or sensory disability, or any other characteristic protected by applicable law.
Recruitment & Staffing Agencies: Osmo does not accept unsolicited resumes from any source other than candidates. The submission of unsolicited resumes by recruitment or staffing agencies to Osmo or its employees is strictly prohibited unless contacted directly by the Osmo Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of Osmo and Osmo will not owe any referral or other fees with respect thereto.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire