Customer Program Manager

Описание вакансии

Customer Program Manager

Cross-Site Project Coordination | Schedule & Risk Management | High-Visibility Communication | SF Bay Area, CA

ABOUT NEXXA

Nexxa.ai is building artificial super intelligence for heavy industries — enabling machines, systems and operations to think, decide and act autonomously across manufacturing, large-scale infrastructure, logistics and legacy environments. Our mission is to translate deep technical breakthroughs into operational reality, solving some of the hardest systems-level problems in industry.

THE ROLE

Reporting to CPO

We're hiring a Customer Program Manager to be the operational backbone of our customer delivery engine. You'll manage project schedules, status visibility, and cross-site coordination across Applied AI and core engineering teams operating across global sites — ensuring every engagement ships on time with full visibility. You'll work alongside a Delivery Manager who owns the customer relationship and outcome quality, core-engineering remote project manager. Your job is to make sure the delivery machine runs — schedules are tracked, risks are flagged early, handoffs are clean, and every stakeholder knows exactly where things stand at any given moment.

WHAT YOU'LL DO

• Manage end-to-end project schedules for customer engagements across Applied AI (FDE team) and core engineering teams spanning multiple geographies and time zones
• Maintain real-time project status visibility — Confluence boards, Jira tracking, weekly status reports — so leadership, engineering, and the Delivery Manager always have a single source of truth
• Run internal project review cadences: bi-weekly planning reviews, customer submissions reviews, and dev question sessions across all active engagements
• Proactively identify risks, dependencies, and blockers before they become surprises — escalate to the Delivery Manager with proposed mitigations, not after deadlines slip
• Own cross-site coordination across multiple sites — bridging time zones, aligning handoffs, and ensuring nothing falls between teams
• Drive daily and weekly status updates across all active projects — post EOD updates in team channels with key changes, blockers, and next actions tagged to DRIs
• Prepare and deliver weekly internal status reports to the CPO every Friday — consolidating project health, risk register, and upcoming milestones across all accounts
• Track and maintain delivery governance artifacts: project plans, feedback/release trackers, QA checklists, go-live readiness assessments
• Coordinate resource allocation and capacity planning across FDEs and engineering — flag overload risks and propose reallocation before quality suffers
• Ensure Jira hygiene: correct assignees, updated due dates, closed tickets, and clean backlogs — so automated reporting and AI tools produce accurate outputs
• Support the Delivery Manager in preparing customer-facing materials: milestone review decks, progress summaries, and QBR data

HOW THIS ROLE WORKS WITH THE DELIVERY MANAGER

The CPM and Delivery Manager share the delivery mission but own different dimensions:

• You own: project schedules, daily/weekly status tracking, Jira hygiene, cross-site coordination, Confluence boards, internal reporting, resource capacity flagging, and governance artifact maintenance
• Delivery Manager owns: customer relationship, outcome definition, delivery quality sign-off, CSAT/NPS, escalation resolution, post-delivery retrospectives, and account expansion insights
• Together: the DM ensures we deliver the right thing at the right quality; you ensure we deliver it on schedule with full visibility and zero surprises

WHAT WE'RE LOOKING FOR

• 5+ years in technical program management, project management, or delivery management — with at least 2 years managing cross-functional, cross-site engineering teams
• Proven experience managing 3–5 concurrent external facing projects simultaneously without dropping balls — you have a system, not just hustle
• Strong command of project management tooling: Jira, Confluence, Rocketlane (or similar), and spreadsheet-based reporting. You're the person who keeps these tools clean and current.
• Experience coordinating across time zones and distributed teams — you've worked with India/APAC engineering teams and know how to structure async handoffs
• Excellent written communication — your status updates are crisp, your escalations are clear, and your meeting notes are actionable. You don't write paragraphs; you write bullet points with owners and dates.
• Technical fluency — you can read architecture docs, understand data pipeline concepts, and have productive conversations with engineers about scope, effort, and trade-offs. You don't need to code, but you need to understand the work.
• Anticipatory mindset — you see risks coming before they materialize. You flag a Milestone 1 delivery risk on Monday, not on Thursday when it's due.
• Experience in enterprise SaaS, consulting delivery, or systems integration. Heavy industry experience (manufacturing, supply chain, energy) is a strong plus.

KEY SUCCESS INDICATORS

• 100% of active projects have up-to-date Confluence boards with milestones, DRIs, and dates — refreshed daily, not weekly
• Zero surprise delays — risks are flagged at least 1 week before they impact a deadline, with proposed mitigations
• Weekly status reports delivered to Shashank (CPO) every Friday for Monday leadership calls — no exceptions, no late submissions
• Customer communication cadence running on schedule: weekly updates sent, bi-weekly check-ins held, milestone reviews documented
• Cross-site engineering alignment verified at every handoff — India team has clear specs, context, and deadlines before they start work
• Jira data quality at 100% — accurate assignees, no stale tickets, closed items marked done. Automated reports pull clean data.
• Resource conflicts identified and escalated before they impact delivery — capacity planning is proactive, not reactive

NICE TO HAVE

• Experience with Rocketlane, Asana, or Monday.com for customer-facing delivery management
• Prior experience at a fast-growing startup (seed to Series B) where you built the PM process from scratch
• Experience working with AI/ML engineering teams — understanding model training timelines, data pipeline dependencies, and iterative delivery cycles
• Familiarity with enterprise procurement and vendor management processes (purchasing control towers, SOW reviews, NDA workflows)

WHY NEXXA

• Architect the intelligence layer for the world's largest industrial companies — your designs will run with top Fortune 100 companies
• Work directly with the CPO and CTO on every engagement — ZERO layers of bureaucracy
• Backed by silicon valley top VCs, with access to their portfolio network and enterprise resources
• Early-stage equity with significant upside