Job Description

Location: Denton, TX

Web Industries a 100% employee-owned company (ESOP), which brings a lot of advantages to the people who work here—beyond the great pay and excellent benefits. You’re not just an employee, you are an employee-owner, with a vested interest in the success of the company. Web Industries’ founder, Bob Fulton, believed that the people who create the value of a company, the employees, should share in the success of the company. We believe there is a real energy that exists when people are open, honest, and work together to meet mutual goals. We do this by living our values:

• Heart of an Owner: Taking personal responsibility and pride in our work.
• Stronger Together: The power of collaboration and teamwork.
• Find a Way: Determination and creativity to overcome challenges

As a company, we thrive on that energy and work to bring it into every product and every project that we touch. At Web, we believe the employee experience is paramount to our company’s success. Working with us, you’ll experience a myriad of cultures, locations, industries, and technologies. And you’ll be part of an employee-owned company dedicated to helping you achieve a fulfilling life and a rewarding career.

POSITION SUMMARY

The Customer Program Manager coordinates sales, engineering, supply chain, production, and customer care activities between the Customer, Strategic Account Manager and Web Industries site teams for associated current programs.  The Program Manager uses operational and account expertise to support Web Industries’ success and growth efforts in this market segment. 

PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS:  

Exercise discretion and independent judgement with respect to matters of significance including but not limited to customer experience, proposal pricing, purchase order acceptance, and customer specification/financial dispensation activity

Lead Customer Program account management team members

• Build a healthy, high engagement, high performance team focused on improving customer experience (Aligning resources and teams with defined roles for organizational effectiveness)
• Develop team members and motivate people around vision, values and strategy (Hiring, performance discussions, PIP, personal development plans, career dialogues, succession planning, and terminations)
• Coordinate and delegate team assignments and provide accountability
• Leverage customer care team to execute on daily tactical tasks while staying proactive w/ internal / external strategic issues
• Lead/encourage internal continuous improvement initiatives

Manage Client Success For Program Customers

• Help foster and build strategic relationships with Program Customers
• Coordinate all client success activities and act as primary liaison with Strategic Account Manager and operations teams
• Support SAM w/ Web Way Stage 2-6 activities needed to drive new business opportunities with Program Customers and their affiliates
• Act as primary Operations contact for program activities, working with the SAM to lead program review sessions with customers to discuss cost, continuous improvement, development projects, schedule, and performance.
• Drive internal and external clarity with Strategic Account Manager (SAM) using Communication and NPI transition matrixes
• Establish milestones and monitor adherence to master plans and schedules, identify program problems and obtain solutions, such as allocation of resources or changing contractual specifications.
• Coordinate the completion of proposals, business plans, specifications, operating budgets and financial conditions of contract. 
• Participate in the negotiation of initial contracts 
• Responsible for negotiating and communicating contract changes

• Develop cost models and budgets
• Communicate and coordinate information relating to qualification trials
• Calculate and communicate weekly updates for sales forecast

• Assist with key sales forecast activities 
• Quality System responsibilities per F-622-013 

Coordinate with HR to ensure effective individual development plans, performance management, policy clarification, employee recognition events, and in dealing with employee-related issues.  

• Recommend and execute personnel actions including hiring, promotions, and any progressive disciplinary measures
• Identify/coordinate training needs for employees, as required

Support sales and lead internal teams to ensure we are creating excellent customer experiences.

Communicate, coach, mentor, and motivate people around vision, values, and strategy; delegate ‘ownership’ of projects to individuals and teams.

Build/sustain a smart and healthy organization per The Advantage and fosters Web’s founding values and culture.

Performs any other function or responsibility as assigned.

REQUIRED Qualifications/Skills:  

• Bachelor’s Degree in related field (technical, operations or supply chain discipline) or an equivalent combination of education and experience as a customer care or sales professional

• Minimum of 5 years in an Operations or Sales role supporting major customer programs 

• Excellent customer relationship skills

• Supervisory and Leadership skills

• Excellent communication and organizational skills

• Computer skills including Microsoft Office, ERP, SFDC, Web Sales Forecast and Sales Reporting 

• US Person

Additional PREFERRED Qualifications/Skills:  

Leadership Skills

• Can adapt to challenging and changing situations
• Able to engage employees at every level during change
• Use of change management tools e.g. Kotter

Business Acumen & Financial Responsibility

• Responsibility for the site operational plan 
• Driving YOY cost downs as part of increased operational efficiency

Proficiency in handling multiple concurrent deliverables and projects

This position has significant contact with clients, suppliers, and community members

Travel (20-50%) for customer meetings, and corporate events

ACCOUNTABILITY FOR CRITICAL BUSINESS METRICS (including, but not limited to):

CAD Cut Business and Operational Plan Execution

Execute business plan specific to each site (ramp up of new programs, delivery, staffing targets, profit etc.) that have been designed for creating long term business health and sustainability

Operational Performance Metrics

VA/Labor $, VA/Hr, Turnover, OTD, Quality %

Customer Satisfaction

Strategic Account Supplier Scorecards and Surveys

Employee Satisfaction

NCEO Survey