Customer Program Manager

NOKIA; Dallas (TX); On-site; USD 100,000 - 160,000; Full time

Job summary

NOKIA is seeking a Project Manager to lead customer programs and projects from initiation to completion, coordinating cross‑functional and geographically distributed teams. You will ensure scope, budget, schedule, and quality targets are met while managing risks and stakeholder communications.

Role involves pre‑sales support, hand‑over between phases, contract management, and continuous improvement of processes to secure margin and opportunities for upsell/cross‑sell.

Responsibilities

• Manage customer program (collection of projects) or single project for a defined product or service scope, a medium, large, or complex customer contract with medium or high risk probability.
• Contract may be a key project for a business group; deliver operational and single/multiple business unit scope to the customer.
• Ensure all project and operational management aligns with Nokia Mode of Operation (MoO), business group guidelines, and PM@Nokia methodology.
• Plan and keep the customer project plan updated, coordinating change management on all aspects affecting cost, scope, schedule, and quality (CSSQ).
• Guarantee consistency among project financial, product, and service forecast activities.
• Participate in pre‑sales and sales process activities, determine delivery approach alternatives, and manage selection of the final recommended approach.
• Ensure hand‑over from Sell to Execute and from Delivery to Care is completed and monitor progress against it.
• Initiate and execute the project contract management process.
• Define customization of any global operational processes with relevant contacts to meet project requirements (e.g., network operations, supply chain, logistics, acceptance).
• Manage the customer relationship during delivery and serve as the primary interface toward the customer regarding scope, complaints, corrective actions, and changing requirements.
• Prepare a clear and effective communications plan and proactively communicate all relevant information to the customer and stakeholders.
• Monitor and control that the project is delivered within approved budget, profitability forecast, and planned scope.
• Ensure the project meets all quality objectives and continually seeks quality improvement and customer satisfaction.
• Apply appropriate best practices and lessons learned throughout the project life cycle, monitoring, controlling, and reporting KPIs defined in the customer contract.
• Keep data in all project‑related tools and repositories up‑to‑date and of high quality.
• Conduct thorough risk management for all project risks and opportunities, seeking new opportunities to expand and renew contracts with the customer.
• Lead the project team and may perform some line‑manager responsibilities.
• Complete the project closure and/or hand‑over as required (e.g., contractual requirements, post‑calculation, lessons learned). The term "customer project" refers to all Nokia customer contracts, mandates with definitive start and end, and programmes as collections of projects managed together for business benefits.

Job description

Family Description

Project Management (PM) comprises project management for execution of cross‑functional / geographical projects and programs from initiation to completion. It covers determination of project / program goals and supports business objectives and strategies, ensuring projects / programs achieve their targets, stay on schedule, and maintain estimated cost, time, and quality within the planned scope. PM also manages risks that affect delivery of project outcomes.

Subfamily Description

Customer Project Management (CPM) ensures customer projects / programs are delivered within agreed scope, budget, schedule, and quality. CPM manages projects throughout all phases—from delivery approach identification to completion / care / operation—including stakeholder relationships, risk management, and improvement actions to secure gross margin and upsell/cross‑sell opportunities.

Responsibilities

• Manage customer program (collection of projects) or single project for a defined product or service scope, a medium, large, or complex customer contract with medium or high risk probability.
• Contract may be a key project for a business group; deliver operational and single/multiple business unit scope to the customer.
• Ensure all project and operational management aligns with Nokia Mode of Operation (MoO), business group guidelines, and PM@Nokia methodology.
• Plan and keep the customer project plan updated, coordinating change management on all aspects affecting cost, scope, schedule, and quality (CSSQ).
• Guarantee consistency among project financial, product, and service forecast activities.
• Participate in pre‑sales and sales process activities, determine delivery approach alternatives, and manage selection of the final recommended approach.
• Ensure hand‑over from Sell to Execute and from Delivery to Care is completed and monitor progress against it.
• Initiate and execute the project contract management process.
• Define customization of any global operational processes with relevant contacts to meet project requirements (e.g., network operations, supply chain, logistics, acceptance).
• Manage the customer relationship during delivery and serve as the primary interface toward the customer regarding scope, complaints, corrective actions, and changing requirements.
• Prepare a clear and effective communications plan and proactively communicate all relevant information to the customer and stakeholders.
• Monitor and control that the project is delivered within approved budget, profitability forecast, and planned scope.
• Ensure the project meets all quality objectives and continually seeks quality improvement and customer satisfaction.
• Apply appropriate best practices and lessons learned throughout the project life cycle, monitoring, controlling, and reporting KPIs defined in the customer contract.
• Keep data in all project‑related tools and repositories up‑to‑date and of high quality.
• Conduct thorough risk management for all project risks and opportunities, seeking new opportunities to expand and renew contracts with the customer.
• Lead the project team and may perform some line‑manager responsibilities.
• Complete the project closure and/or hand‑over as required (e.g., contractual requirements, post‑calculation, lessons learned). The term "customer project" refers to all Nokia customer contracts, mandates with definitive start and end, and programmes as collections of projects managed together for business benefits.

Impact

Impact is short‑ or mid‑term through individual and team contributions, with scope primarily within the individual’s subject area in a function/unit. Actions and errors impact program, project, or function. Contributions provide measurable input into new products, processes, standards, or operational plans supporting the organisation’s business strategies, with some influence on business unit/functional overall results.

Scope & Contribution

As an Individual Contributor, operate autonomously in your subject area; analyze, develop, and implement solutions and share knowledge beyond your area. As Managerial/Supervisory, assume clear managerial responsibilities, interpret policies, oversee processes to meet customer needs, and analyze, design, and develop mandatory plans and programmes.

Innovation

Perform specialised activities or projects following general direction, influence decisions, work independently, analyze situations requiring review of relevant factors, and provide checkable solutions. Demonstrate success across roles and adaptively manage complex, changing business environments.

Communication

Communicate with partners inside and outside the job function, including external stakeholders such as customers or vendors. Influence acceptance of the mandate’s view, propogate new imperatives, and negotiate obligations. Disseminate briefing information to executive leadership and disciplinary leaders. 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