Program Manager

SUMMARY

The Program Manager serves as the primary point of contact for customers, ensuring satisfaction by addressing inquiries, resolving concerns, and maintaining a professional and courteous relationship. This role develops and executes communication plans for assigned programs, manages program schedules, and coordinates with internal and external stakeholders to ensure objectives are met on time, within budget, and to required quality standards.

ESSENTIAL FUNCTIONS

• Act as the main liaison between customers and the organization, addressing inquiries, handling complaints, and providing timely updates.
• Manage customer requirements, including schedule changes, ECO requests, and tracking deliverables.
• Validate and process customer purchase orders and change orders.
• Monitor internal purchase orders for special items, tooling, and engineering fees.
• Communicate customer priorities and feedback (quality, delivery, ECRs) to internal teams.
• Update and track customer delivery schedules using tools such as Expedite Reports.
• Collaborate with Supply Chain to ensure sourcing and delivery timelines are met.
• Support project controls (budgeting, cost tracking, scheduling, forecasting).
• Coordinate RMAs and ensure timely resolutions.
• Assist in identifying and reducing obsolete inventory.
• Prepare for and participate in required internal and customer meetings.
• Recommend process improvements and support continuous improvement initiatives.

KNOWLEDGE

• Strong customer service and relationship management skills.
• Knowledge of program/project management practices, including scheduling and cost tracking.
• Familiarity with MRP/ERP systems.
• Basic understanding of supply chain processes and manufacturing environments (machine shop knowledge a plus).
• Strong communication skills (written and verbal) with an ability to convey technical and business information clearly.
• Problem-solving and conflict-resolution skills with a sense of urgency and discipline.
• Ability to work collaboratively across multiple departments.

COMPETENCIES

• Builds strong, trust-based relationships with customers, anticipating needs and responding with professionalism and care.
• Takes ownership of commitments and follows through with discipline, urgency, and accountability.
• Works collaboratively across departments, fostering teamwork to align resources and resolve challenges.
• Pays close attention to detail, managing multiple program elements accurately and consistently.
• Adapts quickly to changing schedules, requirements, and priorities while keeping focus on results.
• Looks for opportunities to improve processes, enhance communication, and contribute to organizational efficiency.

EXPERIENCE AND EDUCATION

• High school diploma or GED required
• Minimum 3+ years of program management, project coordination, or customer service experience preferred.
• Experience in aerospace, defense, or manufacturing environments beneficial.
• MRP/ERP system experience strongly preferred.
• Exposure to machine shop or aviation industry desirable.
• Associate’s or Bachelor’s degree in Business, Engineering, or a related field preferred.

WORKING CONDITIONS

• Primarily office-based environment with regular collaboration across multiple departments and occasional exposure to manufacturing floor environments.
• Frequent customer communication via phone, email, and virtual meetings.
• Fast-paced, compliance-focused workplace requiring precision and flexibility.
• Prolonged periods of sitting and computer work; occasional handling of physical records.
• Full-time schedule with occasional overtime required to meet deadlines.

WORK AUTHORIZATION/SECURITY CLEARANCE

• U.S. Citizen or Permanent Resident
• If a Security Clearance is required:
  • Candidates "must/may need" to be able to obtain and maintain a DoD Security Clearance
  • Successful candidates must be able to secure Program Access approval

Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.