Director of EMS Program Management & Customer Excellence

SoloPoint Solutions, Inc.; San Jose (CA); On-site; USD 140,000 - 210,000; Full time

Job summary

SoloPoint Solutions, Inc. is seeking a seasoned Program Manager to supervise a PM team and oversee EMS contracts, PCBA and mechanical assembly projects from quote to delivery.

You will collaborate with sales, manufacturing, and quality to enhance on-time delivery, mitigate risks, and drive customer satisfaction across high-mix, low-volume production environments. This role demands strong leadership, strategic thinking, and a track record of delivering complex programs.

Qualifications

• BS in Electrical Engineering, Mechanical Engineering, Manufacturing Engineering, or equivalent relevant EMS/manufacturing experience (Bachelor's degree preferred).
• 8–10+ years of technical program management or customer-facing operations experience in Electronics Manufacturing Services (EMS), PCBA, or high-level mechanical assembly contract manufacturing.
• 3+ years of direct experience managing, coaching, and developing Program Managers, Account Managers, or Customer Operations teams.
• PMP Certification is a plus.
• Demonstrated track record managing large, complex customer accounts with concurrent PCBA and multi-level mechanical assembly projects.
• Proven ability to interpret operational data to track key performance metrics (OTD, aging WIP, past-due sales orders, customer action-item aging, and E&O inventory exposure).
• Exceptional communication, negotiation, prioritization, and conflict-resolution skills under high-pressure escalation scenarios.

Responsibilities

• Lead, coach, and retain a team of ~6 Program Managers; establish clear performance standards for account ownership, responsiveness, and execution.
• Balance account assignments and workload across the PM organization based on customer complexity and team capacity.
• Conduct regular performance reviews, one-on-ones, and development plans while building repeatable processes for recurring operational challenges.
• Act as the primary escalation point for significant customer and operational issues before executive involvement.
• Ensure all escalations are fact-based and accompanied by root-cause analysis, clear ownership, defined actions, customer impact statements, and recovery schedules.
• Participate in high-level client meetings, support commercial negotiations, manage quote requests, and provide backup customer coverage when necessary.
• Monitor product margin, pricing accuracy, and financial risks, ensuring timely mitigation of excess/obsolete inventory, expedite costs, and premium freight.
• Track and drive PM operational metrics, including past-due sales orders, aging WIP, consigned inventory, and NPI readiness.
• Identify systemic operational trends and partner with department heads to implement corrective and preventive measures.
• Maintain strict alignment with Quality Management System goals: product quality, on-time delivery, and overall customer satisfaction.

Skills

Program Management

EMS Experience

Leadership

Data Analytics

Education

Engineering degree

Job description

SoloPoint Solutions, Inc. is seeking a seasoned Program Manager to supervise a PM team and oversee EMS contracts, PCBA and mechanical assembly projects from quote to delivery.

You will collaborate with sales, manufacturing, and quality to enhance on-time delivery, mitigate risks, and drive customer satisfaction across high-mix, low-volume production environments. This role demands strong leadership, strategic thinking, and a track record of delivering complex programs.