As the Customer Program Manager, you will serve as the primary operational interface and Voice of the Customer for Tier 1 accounts within the medical device, life & Health Sciences and, and semiconductor segments. This role combines strategic customer leadership, program execution, and cross functional coordination to ensure customer requirements are clearly understood, communicated, and executed across the plant and broader organization.

The Customer PM serves as the single point of accountability for all non- commercial customer communications, ensuring alignment across Quality, Operations, Engineering, Supply Chain, and Leadership. The ideal candidate is a calm, credible leader who can manage complex customer expectations, lead escalations, and drive resolution in regulated, high reliability environments

This role requires translating customer needs into actionable internal priorities while driving root cause analysis, corrective actions, and sustainable solutions in high-reliability, regulated environments. You also prepare and lead customer engagements, audits, and executive-level communications with credibility, clarity, and confidence. Ultimately, the role balances strategic customer leadership with disciplined program execution to protect delivery, quality, and long-term customer trust.

Primary Responsibilities

• Strategic Customer Ownership: Acts as the single point of accountability and Voice of the Customer for Tier 1 accounts, ensuring alignment between customer commitments and internal execution.
• Cross-Functional Program Leadership: Leads complex, cross-functional programs and issue resolution efforts across Operations, Quality, Engineering, Supply Chain, and Leadership in high-reliability environments.
• Escalation & Risk Management: Proactively identifies risks, manages customer escalations, and drives root cause analysis and corrective actions to protect delivery, quality, and customer trust.
• Executive-Level Communication: Prepares and delivers clear, credible customer and leadership communications, including reviews, audits, and escalation briefings, with confidence and professionalism.

Minimum Qualifications

• 8+ years of experience in program management, operations, customer operations, or similar roles in a manufacturing or technology environment.
• Proven experience managing Tier 1 or strategic customers in complex, high expectation environments.
• Strong background in cross-functional coordination and issue resolution.
• Demonstrated ability to handle customer escalations and executive level communications.
• Experience operating in regulated industries (Medical Device, Life Sciences, Semiconductor preferred).
• Excellent written and verbal communication skills.
• Bachelor's degree required.

Compensation & Benefits:

• The base pay for this position is $111,650 to $166,980 per year depending on the geographic market.
• Dependent on the position offered, annual bonuses and other forms of compensation may be provided as part of the compensation package.
• Novanta supports all aspects of your life's needs. This position provides a full range of medical, financial, and other benefits to make your quality of life better.