MRO Program Manager

About the role

The MRO Program Manager is responsible for leading operations in a critical spare parts management program supporting the USA manufacturing sites of an important tier one client. This role requires hands-on experience in supply chain logistics, inventory management, product sourcing, people management, and client-facing operations. The ideal candidate will have a strong background in managing complex workflows, experience dealing with technical products and components, and the drive to ensure service level excellence, customer satisfaction, process efficiency, and continuous improvement.

Key Responsibilities

• Oversee program operations at the customers USA manufacturing sites, ensuring successful execution of operational objectives across warehousing, shipping/receiving, production support, inventory control, last-mile fulfilment, and customer enquiry management.
• Lead, mentor, and manage a cross-functional operations team, including warehouse personnel, support staff, team leads, supervisors, and site managers to ensure the very highest performance, team cohesion, and customer focus.
• Ensure program performance goals, KPIs, and contractual commitments are being met/exceeded so that full marks are obtained in all quarterly scorecards.
• Lead operational and strategic level meetings both internally and with clients to present KPIs, progress reports, discuss ongoing issues, and align on performance goals.
• Project manage short-, medium-, and long-term program deliverables, delegating tasks internally, maintaining pressure around timelines, and reporting back to key internal/customer stakeholders.
• Build and maintain strong relationships with key customer contacts, serving as the primary escalation point for program-level concerns.
• Maintain program compliance with all safety, quality, regulatory, and client standards.
• Collaborate with supply chain and procurement teams to ensure timely availability of materials, accurate demand forecasting data, efficient turnaround of enquiries, and ensure cost saving projects are on track.
• Drive root cause analysis and resolution of operational issues, customer queries, and escalation events, ensuring adequate follow-up and corrective actions where necessary.
• Identify and implement regular continuous improvement initiatives to enhance our processes, metrics, personnel, product mix, service level, etc.
• Consistently monitor for business development opportunities and threats to ensure the continued success / growth of the program and development pathways for those within.
• Oversee program headcount planning, resourcing, performance, and retention in conjunction with HR, ensuring that the program is staffed with the highest calibre individuals possible.
• Ensure adequate cross-training and coverage is in place across program locations to govern holidays, unforeseen events, and emergency out of hours support.

Required Qualifications

• Bachelor’s degree in Supply Chain, Business, Engineering, or related field (preferred).
• 5+ years of leadership experience in operations or site management
• Detailed prior involvement with logistics, warehousing, and/or supply-chain functions.
• Proven expertise in inventory control, material flow, and ERP/WMS systems.
• Experience working with complex, high-value, or engineered product.
• Strong client engagement skills with the ability to present meetings, manage escalations and represent operations at executive-level.
• Excellent leadership, communication, people management, teamwork, and problem-solving abilities.
• Highly proficient in Microsoft Office, and familiar with supply chain tools and data reporting platforms.

Preferred Attributes

• Maintains extremely high standards and strives for operational excellence.
• Passionate about delivering the highest level of customer service.
• Comfortable working under pressure and operating to tight deadlines.
• Leads by example and seeks to understand issues in full before passing judgement.
• Previous experience working with SAP, Maximo, and WMS.
• Experience dealing with critical spare parts for MRO applications.

Working Conditions

Leadership role with regular interaction on the floor and in client-facing meetings.
Requires regular travel to all customer locations across the USA and supporting company hubs.
Flexibility to support after-hours or weekend operations as needed.

Benefits

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Schedule

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Pay

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