Lead Customer Program Manager

About this role

<div class="content-intro"><p><strong>About MISUMI Americas</strong></p> <p>MISUMI Americas, a division of MISUMI Group, is a leading provider of standard, configurable, and custom manufacturing solutions. By integrating a vast catalog of components with a world-class digital manufacturing platform, MISUMI Americas empowers engineers and procurement teams to accelerate innovation across the entire product lifecycle. With operations in the San Francisco Bay Area and Chicago, the company serves as a vital partner for the most innovative companies in the Americas.</p></div><p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong><strong data-start="154" data-end="169">**Work Hours:</strong> 7:30 PM – 3:30 AM IST, Monday through Friday (aligned with US Eastern business hours)**</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong>Impact in this Role</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">At Fictiv/MISUMI Americas, we are building the operating system for custom mechanical parts and assembly - enabling Fortune 500 companies to scale production across India, Mexico, China, and the US. We deliver highly complex, high-quality hardware for autonomous vehicles, surgical systems, industrial robots, and beyond.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">The Lead Customer Program Manager is a people leader role within the Customer Program Management team. You will build, manage, and grow a team of CPMs who are responsible for owning customer programs and projects end-to-end - from initial scoping and kickoff through delivery, escalation management, and long-term account health.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">This role sits at the intersection of three disciplines: customer success, project management, and manufacturing expertise. Your team’s job is to be the trusted partner for our customers - understanding their manufacturing needs deeply, keeping programs on track, and ensuring every commitment we make is one we keep. Your job as Lead CPM is to make sure your team does that exceptionally well, consistently.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">You will coach and develop your team, set standards for how programs are run and how customers are managed, resolve escalations, and partner cross-functionally to remove blockers. You bring both the credibility of deep program management and manufacturing experience and the leadership maturity to develop others and elevate the team around you.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">You will report to the Manager of Customer Program Management. This role has a hybrid model (Monday, Tuesday and Wednesday in office, Thursday and Friday remote).</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong>What you will be doing</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong>1. Team Leadership & People Management</strong></span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Directly manage a team of Customer Program Managers (Junior to Mid Level), owning their performance, development, and day-to-day effectiveness</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Set clear goals and performance expectations for each direct report; conduct regular 1:1s and formal reviews</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Build structured development plans for each team member, identifying skill gaps, creating growth opportunities, and actively coaching toward them with the goal of accelerating each individual's potential, not just managing their current performance</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Serve as the first line of escalation for your team: step in on complex programs, difficult customer situations, or cross-functional blockers as needed</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Create and maintain onboarding frameworks, training materials, and capability-building resources for new and growing CPMs</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Actively participate in recruiting, interviewing, and onboarding new team members as the team scales</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Foster a high-accountability, high-support team…