Program Manager - Customer Experience Team

Your Job

As Program Manager, you will lead cross functional teams to execute strategic customer programs from demand planning through delivery and issue resolution. You will align Molex Aerospace & Defense Solutions (ADS) resources to customer priorities, translate customer requirements into actionable plans, and ensure commitments are delivered with speed, discipline, and operational rigor. This role plays a key part in driving continuous improvement and supporting profitable growth.

You will serve as the primary program leader for assigned customers or portfolios, driving governance, managing risk, and coordinating recovery efforts when required. In this role, you will lead execution across Account Management, Quality, Engineering, Supply Chain & Operations, Sales, and Procurement. Success is defined by anticipating customer needs, resolving issues before escalation, and delivering a proactive, responsive customer experience that improves both customer satisfaction and business performance.

What You Will Do

• Lead crossfunctional activities for customer projects and programs, actively managing priorities, milestones, risks, dependencies, and decisions from planning through execution.
• Establish and maintain the operating cadence for assigned programs, including customer reviews, internal governance forums, escalation paths, action tracking, and recovery plans.
• Align ADS resources across Account Management, Quality, Engineering, Supply Chain & Operations, Sales, and Procurement to customer priorities and contractual commitments.
• Translate customer demand, forecasts, program changes, and strategic priorities into coordinated internal plans that support service, delivery, quality, and profitable growth.
• Proactively identify risks, surface tradeoffs, and drive decisions to prevent issues from impacting customer experience or business performance.
• Lead crossfunctional execution during delivery disruptions, quality events, engineering changes, capacity constraints, and other critical situations using structured problem solving and clear ownership.
• Develop and maintain program plans, action registers, escalation frameworks, and performance reporting to ensure visibility, accountability, and timely followthrough.
• Drive alignment between customer expectations and internal capabilities by helping teams prioritize work, sequence resources, and manage commitments realistically.
• Partner with commercial and operational leaders to identify growth opportunities, protect margin, improve forecast quality, and support strategic account planning.
• Leverage voiceofcustomer feedback, operational data, and business insight to identify recurring pain points and implement process improvements that improve responsiveness and ease of doing business.
• Lead customerfacing and internal communications related to program health, milestone status, delivery performance, issue resolution, and continuous improvement initiatives.
• Track and improve key performance indicators such as ontime delivery, quality performance, responsiveness, forecast accuracy, escalation cycle time, customer satisfaction, and program profitability.
• Coach crossfunctional team members in prioritization, ownership, collaboration, and disciplined execution within a matrixed environment.
• Ensure program execution complies with applicable aerospace and defense contractual, regulatory, quality, export control, and security requirements (e.g., ITAR, FAR/DFARS, AS9100), where applicable.

Who You Are (Basic Qualifications)

* Bachelor's degree in business, Engineering, Supply Chain, Operations, or a related field, or equivalent professional experience.

* 8+ years of experience in program management, project management, operations, quality, manufacturing, aerospace, defense, or another complex, customerdriven environment.

* 3+ years of direct program or project management experience leading crossfunctional teams.

* Proven ability to manage competing priorities, interdependencies, and risk across multiple functions in a fastpaced environment.

* Demonstrated ability to translate customer needs and business objectives into coordinated plans and measurable outcomes.

* Experience leading through influence across business, technical, and operational organizations.

* Strong communication, analytical, problemsolving, and decisionmaking skills, with the ability to bring clarity, alignment, and momentum to complex situations.

* Working knowledge of ERP/MRP systems, dashboards, Excel, and performance reporting tools.

* Ability to travel as required.

* In aerospace and defense environments, the ability to operate within customer, export control, and security requirements, as applicable.

What Will Put You Ahead

* Experience in formal program or project management roles with accountability for schedules, milestones, risk management, stakeholder alignment, and execution governance.

* Demonstrated success leading proactive customer experience improvements that increased responsiveness, strengthened relationships, and supported revenue growth or margin improvement.

* Experience managing customer programs in aerospace and defense manufacturing environments, including exposure to ITAR, FAR/DFARS, AS9100, and Nadcap requirements.

* Ability to connect customer priorities with operational and business decision making to improve service levels and overall performance.

* Experience leading executive level reviews, strategic business reviews, and cross functional account or portfolio planning.

* Strong capability in structured problem solving, root cause analysis, corrective and preventive action, and continuous improvement.

* PMP, Lean, Six Sigma, or other relevant project, operations, or leadership credentials.

* A reputation for initiative, ownership, sound judgment, and the ability to lead teams through ambiguity with clarity and accountability.