PageWide Industrial Customer Program Manager (CPM)

PageWide Industrial (PWI) is seeking a Customer Program Manager (CPM) to ensure customer success by serving as the primary Customer Assurance focal point with key customers. This role drives technical program execution, resolves escalations, and leads customer experience improvements across cross-functional teams, maintaining uptime and productivity in complex industrial printing environments.

Responsibilities

• Customer Technical Program Execution & Escalation Leadership
  • Serve as the primary Customer Assurance focal point for key customers
  • Lead structured recovery efforts for underperforming sites, including root cause identification, action plan development, and cross-functional execution tracking
  • Coordinate technical task forces to address performance, quality, or cost challenges
  • Ensure clear ownership and accountability across engineering, service, and partner teams for steady-state transition
  • Lead or participate in structured case and problem management forums for visibility and progress on chronic/critical issues
  • Develop and execute optimization plans to improve customer efficiency and cost performance
  • Translate customer needs into actionable engineering or service requirements
  • Support Factory Acceptance Testing (FAT), installation readiness, ramp-up, safety, and system validation
• Cross-Functional Coordination
  • Coordinate activities across Customer Assurance, R&D (hardware/software/workflow), Services, Sales, account teams, and 3rd-party vendors/integrators
  • Align teams on short-term containment vs. long-term solutions
  • Drive clarity on ownership for integrated solutions (HP vs. partner responsibilities)
• Customer Engagement and Communication
  • Maintain direct engagement with customer operations teams, Field Service Engineers (FSEs), Account/Business Service Managers, and leadership
  • Support executive and operational customer reviews (EBRs/EORs), including agenda input, content preparation, and follow-up
  • Document, communicate, and action customer concerns, commitments, and decisions internally
  • Ensure clear communication of risks, expectations, and timelines
  • Maintain customer confidence during instability, upgrades, or recovery
• Process & Program Improvement
  • Contribute to defining the CPM role within escalation and program management workflows
  • Help establish best practices for escalation handling, program governance, and communication frameworks

Requirements

• Four-year or Graduate Degree in Computer Science, Engineering, Business Administration, or related discipline (or commensurate work experience)
• 7-10 years of experience in industrial printing, manufacturing systems, or complex technical program management
• Preferred experience with HP PageWide Industrial presses, workflow systems, finishing integration, or customer escalation/service engineering

Skills

• Strong customer focus with a desire to understand and solve customer needs
• End-to-end problem ownership and accountability
• Effective in ambiguity and high-pressure customer situations
• Highly motivated to resolve technical and business challenges for optimized customer solutions
• Drives action and results across complex, matrixed organizations
• Excellent communication skills, from operational/technical to executive leadership

Pay

The pay range for this role is $116,150 to $182,400 USD annually, with additional opportunities for bonus and/or equity (United States candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits

• Health, dental, and vision insurance
• Long-term and short-term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including:
  • 4-12 weeks fully paid parental leave (based on tenure)
  • 11 paid holidays
  • Flexible paid vacation and sick leave

Schedule

• Full time
• No shift premium (United States)
• 25% travel required