Associate Customer Program Manager (EG)

About MISUMI Americas 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. **Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)** F ictiv exists
to help product innovators create Fictiv is a global manufacturing company that simplifies sourcing for custom manufacturing, from prototype to low-volume production. Through its highly-vetted manufacturing network, AI-powered technology platform, and global operations centers across the USA, Mexico, India, and China, Fictiv delivers fast, high-quality custom manufacturing services from quote to delivery. Fictiv’s capabilities span the full mechanical bill of materials, including Injection Molding, Compression Molding, 3D Printing, CNC Machining, Die Casting, and Sheet Metal. To date, Fictiv has delivered more than 30 million commercial and prototype parts for early-stage companies and large enterprises alike, helping them innovate faster, free up precious resources, and drive profitable growth. Impact in this Role Are you ready to shake up the world of customer service? Do you thrive on making connections and finding creative solutions? If you’re passionate about putting customers first in a dynamic, non-traditional environment, we want YOU on our team! In your role as Associate Customer Program Manager , you will be working directly with our US-based customers, and you’ll be using your agility, problem-solving skills, and customer service advocacy to help our customers increase the velocity and quality of products delivered. You will collaborate with the cross-functional teams to resolve customer pain points, address customer needs, and help manage customer projects end to end. You will support multiple customers across a variety of manufacturing orders to be fulfilled in different regions around the world. Work Hours: 9 :30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours) This role follow a hybrid work schedule - 3 nights in office, 2 nights remote What you will be doing • Customer Management: You will be our customers’ best ally at Fictiv. Work closely with our customers to ensure a seamless and high-quality experience. Nurture relationships and resolve issues to help drive customer loyalty. • Case management: Concurrently manage a variety of manufacturing orders with multiple customers and the internal operations teams. Prioritize and resolve top user requests to address their product development needs and meet customer expectations for timing and quality. • Communication: Gather, interpret, and communicate engineering, design, manufacturing, and logistics requirements to ensure the orders will be delivered on time and in full • Collaboration : Collaborate with sales and the manufacturing operations teams to ensure successful delivery to the customer and advocate on their behalf - through the project lifecycle, including post-delivery exceptions. • Program Managemen t: Manage projects with top-down oversight throughout the entire execution to ensure success as defined by adherence to standards of scope, budget, and timeline. • Continuous Improvement : Identify improvement areas and collaborate with the cross-functional team to prioritize and define solutions to increase our efficiency. Desired Traits • Bachelor’s degree in Mechanical Engineering or MBA requi