The Senior Director of Program Management is responsible for overseeing all Program Management functions, ensuring strong alignment between customer demand, internal operations, and commercial objectives. This role acts as the key interface between customers and internal stakeholders to drive on-time delivery, inventory optimization, customer satisfaction, and operational excellence.
Responsibilities
- Lead and oversee global Program Management functions across assigned customers and programs.
- Manage customer demand planning, ensuring site alignment to customer forecasts and requirements.
- Ensure alignment of Purchase Orders (POs) to forecasts, working closely with customers and internal teams.
- Drive and monitor On-Time Delivery (OTD) performance to meet or exceed customer expectations.
- Own Finished Goods inventory management, including Excess & Obsolete (E&O) monitoring and claims processes.
- Lead claims management, partnering with Sales to ensure timely resolution and collection.
- Manage and improve customer scorecards, targeting performance levels of 85%.
- Ensure compliance with customer contracts, agreements, and service-level commitments.
- Act as the primary escalation point for customer-facing operational issues, driving timely resolution.
- Plan, manage, and host customer visits, reviews, and audits as required.
- Coordinate cross-functionally with Quote, Sales, Engineering, Operations, and Supply Chain teams to drive process improvements and enhance customer satisfaction.
- Identify opportunities for business process improvement to improve delivery, cost, quality, and customer experience.
Requirements
- Bachelor's degree in Engineering, Business, Operations Management, or a related field.
- 10+ years of experience in Program Management, Project Management, or Customer Operations within manufacturing, semiconductor, or capital equipment industries.
- Proven experience managing customer demand, forecasts, POs, and delivery performance in a complex, multi-site environment.
- Strong understanding of inventory management, E&O processes, and claims management.
- Demonstrated ability to manage senior customer relationships and customer escalations effectively.
- Experience working cross-functionally with Sales, Engineering, Operations, and Supply Chain teams.
- Strong analytical, organizational, and problem-solving skills.
- Excellent communication and stakeholder management skills, with the ability to influence across functions and levels.
