Customer Program Manager, OSP

Job Summary The Customer Program Manager, OSP serves as a customer-facing operational manager within TEVET’s Outsourced Supplier Program, partnering closely with the Director of Supply Chain Operations to drive execution, improve processes, and support supplier performance. This role is responsible for managing complex procurement activities, supporting high-volume operations, and ensuring timely, accurate, and compliant order execution. The Customer Program Manager, OSP works cross-functionally with internal teams, vendors, and customers to resolve issues, optimize workflows, and enhance overall program efficiency. This position requires a high degree of autonomy, strong problem-solving capabilities, and the ability to influence outcomes. A problem-solver, communicator, and quality advocate, the Customer Program Manager, OSP is dedicated to supporting the warfighter and making the complicated simple for the customer. Essential Duties & Responsibilities Serve as the primary point of contact for assigned customer account, coordinating status updates, escalations, reporting, and issue resolution between the customer, suppliers, and internal stakeholders. Manage high-volume procurement activity, prioritizing requisitions, RFQs, and supplier follow-up across competing demands. Drive process improvements that reduce cycle time, improve data accuracy, and increase workflow efficiency. Prepare and analyze operational reports, metrics, and supplier performance data to support leadership decision-making. Lead onboarding and training of team members, suppliers, and external partners on required systems, workflows, and customer requirements, serving as a subject matter expert for OSP processes. Serve as a senior resource for complex supplier and order escalations, partnering with leadership as needed. Evaluate suppliers to ensure they meet both customer expectations and relevant compliance regulations. Request and review multiple quotes from suppliers to ensure competitive pricing, and relay options to internal stakeholders or customers as needed. Accurately document negotiation strategies, price justifications, and SOP (Statement of Problem) history. Communicate directly with suppliers and customers to coordinate product availability, delivery schedules, and problem resolution. Proactively engage with vendors and customers to follow up on open or delayed orders, clearly communicating status updates and expectations. Process and manage customer orders accurately in the ERP and external systems, ensuring correct pricing, shipping methods, and billing details. Collaborate with vendors and customers to process and complete Return Material Authorizations (RMAs). Generate packing slips, proofs of delivery, and other required documentation. Input relevant data into customer and internal portals. Maintain accurate and concise documentation in the ERP and external/customer systems. Analyze, develop, and improve work instructions and operational processes to increase efficiency and compliance. Participate in and lead regular meetings with internal and external teams to align on expectations and resolve any concerns. Act as a change agent for continuous improvement efforts across processes. Maintain current certifications in required training modules (e.g., GSCO Counterfeit Part Prevention). Identify and manage supply chain risks through financial and performance evaluations of sub-tier suppliers; support Quarterly Business Reviews with data-driven insights.

Work Environment

This role operates primarily during standard business hours (Monday–Friday). Work location may be remote or on-site depending on business needs, experience level, and demonstrated ability to operate independently. Occasional travel may be required. Education / Experience 5+ years of related experience and/or a bachelor’s degree; or equivalent combination of education and experience. Prior experience in procurement, customer-facing program support, supplier management, and order processing. Must display proven ability to communicate effectively and professionally via phone, email, and in person. Knowledge of FAR, DFARS, quality codes, and Federal Government contracting regulations is a plus. Abilities / Skills Critical Thinking & Solution Oriented: Analyzes issues effectively and identifies practical, forward-thinking solutions. Attention to Detail & Quality Focused: Maintains high standards through accuracy, thoroughness, and consistent execution in all tasks. Technologically Skilled: Proficient in using a range of digital tools, software, and systems to effectively solve problems, communicate, and complete tasks. Culturally Aware: Treats others with respect and empathy. Agile & Adaptable: Thrives in fast-paced environments by shifting priorities seamlessly and maintaining productivity. Growth Minded: Actively responds constructively to feedback. Views failure as an opportunity to learn and improve. Owns and scrutinizes their own errors. Equipment Proficiency Must be highly competent in Microsoft Word, Outlook, Excel, and PowerPoint. Proficiency in NetSuite and Adobe Acrobat is preferred. Quality & Compliance Expected to support and uphold the organization’s Quality Management System (QMS). Understanding QMS responsibilities to support compliance and quality standards. Making customer-focused, quality-driven decisions. Following document control practices and using current, approved documents. Apply To This Job