Customer Program Manager

Customer Program ManagerCross-Site Project Coordination | Schedule & Risk Management | High-Visibility Communication | SF Bay Area, CAABOUT NEXXANexxa.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 ROLEReporting to CPOWe'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 DOManage end-to-end project schedules for customer engagements across Applied AI (FDE team) and core engineering teams spanning multiple geographies and time zonesMaintain 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 truthRun internal project review cadences: bi-weekly planning reviews, customer submissions reviews, and dev question sessions across all active engagementsProactively identify risks, dependencies, and blockers before they become surprises — escalate to the Delivery Manager with proposed mitigations, not after deadlines slipOwn cross-site coordination across multiple sites — bridging time zones, aligning handoffs, and ensuring nothing falls between teamsDrive daily and weekly status updates across all active projects — post EOD updates in team channels with key changes, blockers, and next actions tagged to DRIsPrepare and deliver weekly internal status reports to the CPO every Friday — consolidating project health, risk register, and upcoming milestones across all accountsTrack and maintain delivery governance artifacts: project plans, feedback/release trackers, QA checklists, go-live readiness assessmentsCoordinate resource allocation and capacity planning across FDEs and engineering — flag overload risks and propose reallocation before quality suffersEnsure Jira hygiene: correct assignees, updated due dates, closed tickets, and clean backlogs — so automated reporting and AI tools produce accurate outputsSupport the Delivery Manager in preparing customer-facing materials: milestone review decks, progress summaries, and QBR dataHOW THIS ROLE WORKS WITH THE DELIVERY MANAGERThe 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 maintenanceDelivery Manager owns: customer relationship, outcome definition, delivery quality sign-off, CSAT/NPS, escalation resolution, post-delivery retrospectives, and account expansion insightsTogether: the DM ensures we deliver the right thing at the right quality; you ensure we deliver it on schedule with full visibility and zero surprisesWHAT WE'RE LOOKING FOR5+ years in technical program management, project management, or delivery management — with at least 2 years managing cross-functional, cross-site engineering teamsProven experience managing 3–5 concurrent external facing projects simultaneously without dropping balls — you have a system, not just hustleStrong 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 handoffsExcellent 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