Customer Program Manager

1 month ago

Austin, United States Apptronik Full time
Job DescriptionJob Description

Apptronik is building robots for the real world to improve human quality of life and to help solve the ever-increasing labor shortage problem. Our team has been building some of the most advanced robots on the planet for years, dating back to the DARPA Robotics Challenge. We apply our expertise across the full robotics stack to some of the most important and impactful problems our society faces, and expect our products and technology to change the world for the better. We value passion, creativity, and collaboration to help us overcome existing technological barriers in the industry to create truly innovative products.

You will join a team developing state-of-the-art general-purpose robots designed to operate in human spaces and with human tools. It is designed to work alongside humans, mobilize to human spaces, and manipulate the world around it.

JOB SUMMARY

The Customer Program Manager has responsibility over execution of all service and support programs related to customer and partner engagements. This role is tasked with developing programs to support the organization's strategic direction as well as managing short-term and long-term goals and risks. This role will focus on supporting the various sales, service, and delivery teams to build Apptronik's global business for expanding the use of robotics while interfacing with internal teams, customers, and various partners to ensure success is achieved. This position has great potential for growth in a rapidly growing company and will be highly visible. This is a global role that will require travel based upon the needs of the business requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES or KEY ACCOUNTABILITIES

  • Establish close working relationships with the various customer stakeholders around Apptronik solutions and professional services to drive desired customer business outcomes
  • Develop project and program plans to support Apptronik's strategic objectives
  • Facilitate success in the following areas: Deployment, Spares, Repairs, Maintenance, remote Help Desk support, and all areas needed to achieve the objectives of the business
  • Work collaboratively with business teams on cost and sales forecasting, commercial contract development, and key customer account management
  • Produce and present timely and accurate reports, dashboards, and analyses to company leadership and customer representatives
  • Anticipate obstacles while identifying, evaluating, tracking, and mitigating program risks
  • Lead and positively influence the cross-functional teams and external strategic partners, including geographically distributed members spanning multiple time zones
  • Hold the teams accountable for accomplishing key milestones, encouraging communication, collaboration, and conflict resolution
  • Identify and escalate resource needs and gaps for successful product delivery
  • Support cross-functional teams to perform root cause analyses and develop and execute process improvement initiatives
  • Identify key requirements from cross-functional teams and external stakeholders (e.g., customers and vendors) and document them as product or engineering design input
  • Attend technical sales calls and visit customer sites along with the application team to understand customer use cases to better inform program development
  • Work closely with the hardware, software, application, and product teams to turn customer use cases into technical requirements

SKILLS AND REQUIREMENTS

  • Project Management experience with both Waterfall and Agile methodologies
  • Ability to lead large scale, multi-regional programs and geographically distributed teams
  • Ability to manage conflict and to find innovative ways to solve complex problems with limited oversight or resources
  • Ability to lead and positively influence a large cross-functional team, including resources from external vendors/strategic partners
  • Ability to manage stakeholders at all levels, including executive leadership/program sponsors
  • Excellent verbal and written skills and the ability to communicate effectively across all levels, including executive and customer leadership
  • Ability to manage and work both independently and collaboratively with others in a remote workforce environment

EDUCATION and/or EXPERIENCE

  • Bachelor's degree in a technical, business, or related discipline
  • Master's degree in a technical discipline or MBA a plus
  • 5+ years of Program/Project Management experience delivering complex solutions in a mission critical operations environment
  • Technical background in robotics, AI/ML, software development, or automation a plus
  • Experience in creating, negotiating, and managing 3rd party contracts
  • Project Management Professional (PMP) or equivalent certification preferred
  • Lean-Six Sigma process improvement methodologies preferred
  • Familiarity with Jira, Confluence, and service platforms
  • Proficiency using G-Suite and Windows-based computer applications is helpful

*This is a direct hire. Please, no outside Agency solicitations.

Apptronik provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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