Customer Program Manager

Eagle Wireless is a connectivity company delivering secure and scalable solutions for automotive and IoT applications. They are seeking a Customer Program Manager who will serve as the primary customer-facing owner for VIP accounts, managing the end-to-end relationship and ensuring customer satisfaction throughout the program lifecycle.

Responsibilities:

• Serve as the primary external-facing point of contact for assigned VIP customers across their full program lifecycle — from NPI kickoff through mass production and ongoing delivery
• Own the customer relationship with accountability for satisfaction, communication quality, and program commitments
• Lead structured program reviews with customers, providing accurate status on delivery timelines, certification milestones, technical progress, and open issues
• Manage escalations end-to-end: triage customer-reported P1/P2 issues, mobilize the right internal resources, drive resolution within committed SLAs, and communicate status to the customer with transparency and consistency
• Coordinate cross-functionally with Product Management, Engineering, Manufacturing, Supply Chain, Quality, and Customer Support to ensure customer commitments are met and blockers are surfaced and resolved quickly
• Maintain rigorous program documentation: meeting notes, action trackers, risk logs, delivery schedules, and decision records. Nothing falls through the cracks
• Track and communicate delivery schedules and order status, proactively flagging risks to customers before they become problems
• Represent the voice of the customer internally — translate customer requirements clearly into actionable inputs for Engineering, Product, and Operations
• Support the onboarding of new strategic customers, ensuring smooth entry into Eagle's processes and systems
• Contribute to the development and refinement of Eagle's customer program management SOPs and operating model as the function scales

Requirements:

• 4–8 years of experience in customer program management, customer success, or technical account management in a hardware, electronics, or technology manufacturing environment
• Demonstrated ability to manage difficult customer situations — escalations, delays, quality issues — with professionalism, clarity, and ownership
• Exceptional written and verbal communication skills; able to write precise, confident, customer-facing communications under time pressure
• Strong organizational skills and attention to detail; you track every open item and never let a commitment go unacknowledged
• Experience coordinating across engineering, manufacturing, and supply chain functions to drive customer deliverables
• Comfort with ambiguity and the ability to operate effectively in a fast-moving, start-up environment
• Experience in automotive electronics, cellular modules, IoT hardware, or embedded systems
• Familiarity with automotive program management disciplines (APQP, PPAP, milestone gates, TARA/ISO 26262 awareness)
• Background managing accounts with complex supply chains, custom firmware, or certification dependencies
• Experience using Jira, Salesforce, or similar tools for customer issue tracking and program management
• Exposure to NPI processes and the ability to track hardware programs from prototype through mass production