Customer Program Manager- Automotive OEM Programs in production/maintenance (Map Making & Software Solutions)

What's the role?:

The Customer Program Manager for Automotive OEM Programs in production/maintenance (Map Making & Software Solutions) is responsible for managing customer-facing programs that are in both the production and maintenance phases. These programs focus on delivering and supporting map-making and software solutions for automotive clients. You will ensure the seamless operation of production programs, manage ongoing maintenance, implement updates, change requests and fixes, and ensure that customer needs are met throughout the product lifecycle. This role requires strong customer relationship management skills, technical knowledge of automotive mapping and software, and experience in both production and maintenance environments.

Key Responsibilities:

Production Program Management:

• Oversee customer programs that are actively in production, ensuring the continued delivery of high-quality map-making and software solutions.
• Coordinate with cross-functional teams (engineering, product management, and support) to ensure customer requirements are met during production.
• Ensure smooth execution of production processes, resolving issues quickly to minimize disruptions and delays.
• Implement change requests and enhancements without impacting ongoing production.

Maintenance Program Management:

• Manage programs in the maintenance phase, ensuring that existing solutions remain up to date and operate efficiently.
• Oversee the implementation of updates, bug fixes, and security patches as part of the regular maintenance cycle.
• Coordinate with customers to ensure they are informed of and prepared for any necessary updates or maintenance actions.
• Address customer-reported issues and ensure that they are resolved promptly during the maintenance phase.

Customer Relationship Management:

• Act as the primary point of contact for customers during both production and maintenance phases, maintaining strong relationships with OEMs, suppliers, and other key automotive stakeholders.
• Regularly communicate with customers to provide updates on production progress, maintenance schedules, and any ongoing or upcoming changes.
• Ensure customer satisfaction by promptly addressing concerns, managing change requests, and aligning program goals with customer expectations.

Operational Performance & Monitoring

• Monitor the performance of production and maintenance programs, ensuring that all deliverables continue to meet customer specifications and quality standards.
• Track key performance metrics (KPIs) related to production efficiency, software performance, and maintenance activities.
• Identify and mitigate risks to both production continuity and software stability during the maintenance phase.

Issue Resolution & Continuous Improvement:

• Identify and resolve issues that arise during both production and maintenance, working with internal teams to troubleshoot and resolve technical problems.
• Gather customer feedback from production and maintenance phases to identify areas for product and process improvement.
• Implement best practices to streamline the maintenance process and improve production efficiency over time.

Reporting & Documentation:

• Maintain thorough documentation of all program activities, including production schedules, maintenance logs, issue resolution actions, and customer feedback.
• Provide regular program status updates to both customers and internal leadership teams.
• Ensure all programs comply with industry standards and regulations for automotive software, including safety and quality management.

Risk & Issue Management:

• Identify potential risks in the program and develop mitigation strategies.
• Resolve issues proactively to avoid delays or disruptions in program delivery.

Required Qualifications:

Experience:

• 5+ years of program or project management experience, with a focus on both production and maintenance phases, preferably in the automotive or software industries.
• Proven experience working with automotive customers (OEMs and Tier 1 suppliers) and managing customer-facing production and maintenance programs.
• Strong technical understanding of map-making, navigation systems, and software solutions for automotive applications.

Education:

• Bachelor's degree in Business, Engineering, Computer Science, or a related field.

Skills & Competencies:

• Expertise in managing the full lifecycle of production and maintenance programs.
• Strong knowledge of automotive maps and software development, including the maintenance of complex systems post-launch.
• Excellent project management skills, including proficiency with tools such as JIRA, Confluence, MS Project, etc.
• Strong communication and interpersonal skills, with the ability to manage customer expectations and internal team dynamics.
• Analytical skills to identify and mitigate risks, troubleshoot issues, and continuously improve processes.
• Experience with digital maps, navigation systems, and related automotive software solutions in both production and maintenance settings.
• Familiarity with Agile or Scrum methodologies for managing program updates and change requests.
• Knowledge of automotive industry standards and requirements, including ISO certifications, ASPICE, safety, and compliance.

• German language skills is a plus

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Our culture is founded on openness, collaboration and honesty, with colleagues who are brilliant in their field, helpful, resilient, loyal and strive for the best. One team in that everyone makes a difference, and everyone is heard.

As part of HERE Technologies employment process, candidates will be required to successfully complete a pre-employment screening process. This offer and any related claims are subject to the successful completion of a pre-employment screening. This will involve employment, education, and criminal verification if applicable.

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

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