Global Programs Director: Customer Success & Growth

Benchmark; Mesa (AZ); On-site; USD 110,000 - 150,000; Full time

Job summary

Benchmark in Mesa, AZ, is seeking a Senior Program Manager to lead the customer team, drive continuous improvement, and manage multi‑project coordination from concept to delivery. You will oversee account teams, nurture strategic customer relationships, and ensure profitable execution across manufacturing programs.

The role requires 8+ years in program management, 5+ years of leadership, strong communication, and the ability to travel up to 40%.

Qualifications

• 4 year degree preferred or equivalent combination of education and experience
• 8+ years of program management experience
• 5+ years in a leadership role; Large site (600+ employees and associated revenue/customer base)
• Communicate effectively, in both written and verbal formats
• Ability to mentor employees at all levels
• Understanding of and ability to use continuous improvement tools
• Ability to drive solutions to complex planning issues with limited supervision
• Ability to support a 24/7 global business operation as required
• Effective analytical, planning, and organizational skills
• Effective interpersonal skills with employees and customers
• Effective negotiation and problem solving skills
• Demonstrate discretion, confidentiality, independent judgment and professionalism when representing the company
• Demonstrate leadership and people management skills
• Demonstrate teamwork and the ability to operate on diverse project teams with minimal direction
• Solid financial understanding, risk analysis ability, relationship building and project management skills
• Lead or participate in a continuous improvement activity with complete documentation, including a follow up review with the team in a presentation format
• Available for travel up to 25-40% of the time, including day, overnight and international travel as required

Responsibilities

• Direct and lead customer team activities as senior day-to-day customer contact and escalation point, managing customer concerns, following up on corrective actions leading issues to completion
• Direct multiple team tasks, to include but not limited to, continuous improvement programs, business analysis, quoting and pricing, contract reviews, change management, on‑time delivery, inventory and forecasting
• Build customer relationships and business development and collaborate in forecasting and pricing strategies to ensure profitability and attainment of business unit objectives
• Provide centralized management authority over all business and technical aspects of a customer account
• Manage customer interface and support customer critical issues to completion
• Direct new product introduction programs and coordinate or develop applicable proposals and quoting activities
• Promote DFx philosophy with customers and within the customer team
• Ensure all team responsibilities noted above include any applicable inter‑company activities (those that involve other Benchmark sites)
• Directly supervise Account Managers, Programs Managers and Project Specialists and is responsible for their performance reviews and development
• Indirectly supervise the extended customer team members (i.e. Schedulers, Supply Chain Analysts, Product Engineers and Configuration Analysts)
• Assist in the development and renewal of contracts with the customer
• Review Business Unit inventory position and assist teams in developing strategies to manage inventory levels
• Support and actively participate in senior divisional management activities
• Implement programs and proactively recommend improvements that lead to continuous improvement in customer satisfaction as measured by the customer
• Interface between key managers of customer team members to ensure effective customer team deployment
• Monitor and support critical material issues as they arise within the business
• Review all contractual documents for adequacy and completeness
• Develop a strong knowledge of the customer’s product, utilization, strategies and requirements to support transitional activity
• Monitor and manage excess and slow moving inventories
• Assist other team members as needed to ensure customer needs are met
• Establish necessary reports and monitoring systems to maintain program visibility and control through Operations and Administration
• Meet with senior level customer representatives to ensure information exchange and enhanced responsiveness as required
• Facilitate and direct the presentation of program status reviews to ensure management visibility, customer approval and internal coordination
• Oversee the monitoring and control of budgets and schedules to meet program requirements and take corrective action, as required, to correct unfavorable variances
• Work with the division leadership team to develop the annual department business plan based on corporate objectives
• Support sales activities from the Business Development Team
• All employees are responsible for the Quality of their work to ensure BEI meets, or exceeds Customer Satisfaction.

Skills

Leadership

Communication

Mentoring

Continuous improvement

Planning & organizing

Negotiation

Problem solving

Travel readiness

Teamwork

Financial understanding

Discretion & professionalism

Decision making

Cross-functional collaboration

Project management

Education

4 year degree preferred or equivalent

Job description

Benchmark in Mesa, AZ, is seeking a Senior Program Manager to lead the customer team, drive continuous improvement, and manage multi‑project coordination from concept to delivery. You will oversee account teams, nurture strategic customer relationships, and ensure profitable execution across manufacturing programs.

The role requires 8+ years in program management, 5+ years of leadership, strong communication, and the ability to travel up to 40%.