Job Title: Client Account & Operations Program Manager – Kitting & Fulfillment
Location: New Brunswick, NJ 08901 (Onsite)
Duration: Fulltime
Schedule : 8:00 AM – 4:30 PM, Monday – Friday (Onsite)
Reports To : Director, Service
Job Description:
About the Role
Are you an Account Management & Client Success Professional with a strong background in Distribution, Kitting, and Fulfillment Operations ?
We are seeking a hands-on Client Account & Operations Program Manager to serve as the primary operational link between our key commercial customers and our kitting operations team. In this role, your ultimate mission is simple: Keep our clients happy and ensure seamless program execution.
Rather than focusing on corporate S&OP forecasting, this position requires an external customer-first mindset paired with practical distribution and labor-planning acumen. You will own client contracts, manage SLA commitments, oversee custom kitting requests, and lead daily cross-functional execution to deliver on time, every time.
What You’ll Do
Customer Engagement & Account Management (Primary Focus)
- Serve as the primary operational point of contact for assigned client accounts, managing day-to-day requests, program updates, scope changes, and issue resolution.
- Own customer contract management and service delivery, ensuring operational execution aligns with established SLAs, turnaround times, pricing, and timelines .
- Manage kit pricing updates, scope modifications, BOM changes, and volume fluctuations resulting from component costs, freight, or client requirement changes.
- Investigate and resolve customer-facing operational challenges (e.g., component shortages, delayed shipments, inventory discrepancies, or incorrect kit configurations) with urgency and clear communication.
- Conduct regular program reviews with client stakeholders to report on inventory availability, upcoming demand, production status, and potential risks.
Operations Planning & Delivery
- Work directly with internal kitting operations, labor planning, and warehouse teams to ensure materials and production schedules align with client demand.
- Translate client projections into short-term assembly labor plans, inventory replenishment needs, and component purchasing schedules (~20–25 custom client programs).
- Coordinate with external suppliers and vendors regarding lead times, component availability, PO status, domestic/international freight, and ocean/air logistics.
- Track key operational metrics (OTIF, fulfillment turnaround, inventory accuracy) to drive continuous customer satisfaction.
What We’re Looking For
Required:
- 5+ years of experience in B2B Customer Account Management or Operations Program Management , managing external client relationships and SLAs.
- 3+ years of experience working directly within Kitting, Assembly, Distribution, Fulfillment, or Laboratory/3PL environments.
- Proven track record of managing client contracts, pricing adjustments, scope changes, and operational issue escalation.
- Strong hands-on understanding of inventory replenishment, assembly labor planning, vendor coordination, and freight/logistics.
- Exceptional customer-facing communication, relationship-building, and problem-resolution skills.
Preferred:
- Experience in regulated industries such as Clinical Trials, Medical Devices, Diagnostics, Laboratory Services, Pharmaceutical, or Biotech kitting/fulfillment .
- Familiarity with kitting management systems, BOM structures, lot/expiration controls, and inventory traceability tools.
Core Competencies
- Customer-First Mindset: Unwavering commitment to client responsiveness, relationship building, and customer satisfaction.
- Accountability & Urgency: Highly organized, detail-oriented, and execution-driven in a fast-paced environment.
- Adaptability: Skilled at translating changing client needs into clear operational actions.
Perks & Benefits
- Company paid health insurance plus dental.
- 3 Weeks Paid Vacation / 8 Annual Holidays Paid
- 401K with company match
- Annual stipend for continuous learning
- Fun and collaborative culture
- Opportunities for growth and professional development