Director Program Management

Calling all creatives, solvers, analysts, planners, doers, and visionaries!East West is looking to add a talented and enthusiastic Director of Program Management to the team. East West's vision is to make the world a better place—cleaner, safer, healthier, and smarter.Join a team that values collaboration and help us turn our vision into reality.JOB SUMMARYThe Director of Program Management leads a team of Program Managers to deliver customer satisfaction, drive account growth, and ensure profitability. Partner with cross-functional leaders to achieve KPIs, oversee QBRs, and execute strategic plans. Responsible for retention, risk mitigation, and site-level financial and operational performance while fostering a high-performing team aligned with East West’s vision and values.RESPONSIBILITIESCustomer Relationship ManagementAct as the primary escalation point for customer issues; support PMs in resolution.Oversee and approve Quarterly Business Review (QBR) presentations; attend as needed.Build and maintain senior-level customer relationships aligned with East West’s capabilities.Collaborate with cross-functional teams to achieve customer KPIs and strategic objectives.Guide PMs in developing and executing improvement plans.Manage customer contracts for accounts without Global Account Managers; partner with GAMs when applicable.Support onboarding for new customers and programs.Participate in customer visits to strengthen partnerships and enhance East West’s reputation.Commercial Performance & GrowthIdentify opportunities for account growth and upselling.Ensure accurate management and reporting of customer forecasts.Monitor pricing strategies and support RFQs, quotations, and proposals.Contribute to annual budgeting and monthly forecasting with Business Unit and HQ leadership.Customer Experience & SatisfactionDrive overall customer satisfaction through close collaboration with PMs.Serve as an escalation point for issues beyond PM-level resolution.Tactical Business ExecutionDevelop and execute account plans and growth strategies.Recruit, develop, and retain top PM talent; support team member growth.Represent the Business Unit in senior management meetings.Ensure all processes follow ISO standards and comply with company policies.Partner with finance to optimize contract and product profitability.Define and track KPIs (customer satisfaction, budget adherence, timelines, risk management).Company Culture & VisionChampion East West’s strategic direction and values.Foster a positive, collaborative team culture.KNOWLEDGE, ABILITY & SKILLSBachelor’s degree in business, engineering, or related field (or equivalent experience)10-15 years of program/account management experience with direct customer interactionStrong written, verbal, and active listening skillsAnalytical skills with the ability to manage large datasetsCreative problem-solver with strong attention to detail and multitasking abilityExperience leading cross-functional initiatives and strategic customer engagementsFamiliarity with financials, budgeting, and forecasting preferredProficiency in MS Office (especially Excel and PowerPoint); Salesforce experience requiredKnowledge of customer buying behavior and industry trendsProlonged desk work; occasional lifting up to 15 lbs.20% travelThis job description is a summary of the responsibilities associated with this role and may be amended as required by the company.We are an equal-opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.ABOUT US:East West is a global manufacturing services company focused on the realization of products, from design through distribution. As an integrated team of designers, engineers, and specialists in onshore, nearshore, and offshore manufacturing, we offer a seamless path to scale and an exceptional speed-to-market strategy while driving down costs and adhering to the highest quality standards. We are one integrated family, working together to support our customers throughout the entire product lifecycle. We are East West!