TEVET

Role Description The Customer Program Manager, OSP serves as a customer-facing operational manager within TEVET’s Outsourced Supplier Program, partnering closely with the Director of Supply Chain Operations to drive execution, improve processes, and support supplier performance. This role is responsible for managing complex procurement activities, supporting high-volume operations, and ensuring timely, accurate, and compliant order execution. The Customer Program Manager, OSP works cross-functionally with internal teams, vendors, and customers to resolve issues, optimize workflows, and enhance overall program efficiency. This position requires a high degree of autonomy, strong problem-solving capabilities, and the ability to influence outcomes. A problem-solver, communicator, and quality advocate, the Customer Program Manager, OSP is dedicated to supporting the warfighter and making the complicated simple for the customer. Qualifications - 5+ years of related experience and/or a bachelor’s degree; or equivalent combination of education and experience. - Prior experience in procurement, customer-facing program support, supplier management, and order processing. - Must display proven ability to communicate effectively and professionally via phone, email, and in person. - Knowledge of FAR, DFARS, quality codes, and Federal Government contracting regulations is a plus. Requirements - Serve as the primary point of contact for assigned customer account, coordinating status updates, escalations, reporting, and issue resolution between the customer, suppliers, and internal stakeholders. - Manage high-volume procurement activity, prioritizing requisitions, RFQs, and supplier follow-up across competing demands. - Drive process improvements that reduce cycle time, improve data accuracy, and increase workflow efficiency. - Prepare and analyze operational reports, metrics, and supplier performance data to support leadership decision-making. - Lead onboarding and training of team members, suppliers, and external partners on required systems, workflows, and customer requirements, serving as a subject matter expert for OSP processes. - Serve as a senior resource for complex supplier and order escalations, partnering with leadership as needed. - Evaluate suppliers to ensure they meet both customer expectations and relevant compliance regulations. - Request and review multiple quotes from suppliers to ensure competitive pricing, and relay options to internal stakeholders or customers as needed. - Accurately document negotiation strategies, price justifications, and SOP (Statement of Problem) history. - Communicate directly with suppliers and customers to coordinate product availability, delivery schedules, and problem resolution. - Proactively engage with vendors and customers to follow up on open or delayed orders, clearly communicating status updates and expectations. - Process and manage customer orders accurately in the ERP and external systems, ensuring correct pricing, shipping methods, and billing details. - Collaborate with vendors and customers to process and complete Return Material Authorizations (RMAs). - Generate packing slips, proofs of delivery, and other required documentation. Input relevant data into customer and internal portals. - Maintain accurate and concise documentation in the ERP and external/customer systems. - Analyze, develop, and improve work instructions and operational processes to increase efficiency and compliance. - Participate in and lead regular meetings with internal and external teams to align on expectations and resolve any concerns. - Act as a change agent for continuous improvement efforts across processes. - Maintain current certifications in required training modules (e.g., GSCO Counterfeit Part Prevention). - Identify and manage supply chain risks through financial and performance evaluations of sub-tier suppliers; support Quarterly Business Reviews with data-driven insights. Benefits - This role operates primarily during standard business hours (Monday–Friday). - Work location may be remote or on-site depending on business needs, experience level, and demonstrated ability to operate independently. - Occasional travel may be required. Abilities / Skills - Critical Thinking & Solution Oriented: Analyzes issues effectively and identifies practical, forward-thinking solutions. - Attention to Detail & Quality Focused: Maintains high standards through accuracy, thoroughness, and consistent execution in all tasks. - Technologically Skilled: Proficient in using a range of digital tools, software, and systems to effectively solve problems, communicate, and complete tasks. - Culturally Aware: Treats others with respect and empathy. - Agile & Adaptable: Thrives in fast-paced environments by shifting priorities seamlessly and maintaining productivity. - Growth Minded: Actively responds constructively to feedback. Views failure as an opportunity to learn and improve. Owns and scrutinizes their own errors. Equipment Proficiency - Must be highly competent in Microsoft Word, Outlook, Excel, and PowerPoint. - Proficiency in NetSuite and Adobe Acrobat is preferred. Quality & Compliance - Expected to support and uphold the organization’s Quality Management System (QMS). - Understanding QMS responsibilities to support compliance and quality standards. - Making customer-focused, quality-driven decisions. - Following document control practices and using current, approved documents.

• The Director of Marketing is responsible for devising and driving innovative marketing strategies in support of business goals. • Manage TEVET brand consistency in all external communications including digital platforms, social media, and co-branded events with supplier partners. • Design and implement AI-assisted marketing strategies to optimize customer targeting, personalization, and campaign performance. • Develop, execute, and refine data-driven digital marketing campaigns across email, SEO/SEM, social media, and paid advertising channels. • Monitor emerging technologies in marketing and proactively implement new tools (e.g., AI-based content generators, predictive analytics, chatbots). • Leverage marketing automation platforms and CRM data to segment audiences and deliver personalized content throughout the customer journey. • Compose, develop, track, evaluate, and execute on marketing activities, campaigns, and content calendars with clear KPIs. • Expand TEVET's digital footprint through innovative use of video, webinars, influencer engagement, and thought leadership content. • Oversee TEVET’s social media presence by setting strategy, managing content calendars, analyzing engagement metrics, and optimizing reach and impact. • Collaborate across departments and functions to communicate TEVET’s unique value proposition, particularly in the context of digital transformation. • Provide leadership and direction for tradeshows and virtual/on-site events, incorporating digital elements like livestreaming and real-time social coverage. • Create and update marketing content and collateral, including Line Cards, Capability Statements, Solutions Briefs, White Papers, Proposals, Data Sheets, and PowerPoint Presentations. • Develop dashboards and analytics reports using tools like Google Analytics, HubSpot, and custom BI platforms to communicate marketing performance and ROI. • Delegate tasks and projects to consultants or members of the marketing team, ensuring alignment with strategic initiatives. • Negotiate contracts for digital services, media buying, creative agencies, or consultants needed to execute the marketing strategy.

• Develop strong relationships with customers, supplier partners and other key stakeholders as you execute against a strategy of growth • Foster a strong and lasting relationship with your customers’ Small Business Liaison Officers (SBLO) • Seek out and negotiate new Corporate Purchase Agreements as you drive the expansion of TEVET’s footprint inside a customer base • Foster a strong relationship with Customer Corporate Contract Manager • Create and execute against an annual and 5-year plan that supports TEVET’s growth objective • Maintain a detailed database inside TEVET’s CRM to help the executive team make data driven decisions • Monitor in-bound and outbound customer communications • Ensure quotes and order receipts are completed well within TEVET’s stated expectations • Coordinate customer events with our supplier partners to grow awareness and sales • Works with TEVET’s stakeholders to ensure their customer score cards are meeting or exceeding expectations • Develop strong relationships with OEM’s and distributors such that you are always keeping your pulse on inventory and seeking the best solution for your customers

• Drive all sales metrics at TEVET • Collaborate with Operations, Quality, IT, and Account Managers • Mentor inside sales representatives and ensure CRM adoption • Create metrics and provide data for decision making • Manage, coach and mentor inside sales team

• Develop and execute innovative sales strategies to expand TEVET’s market share and exceed revenue goals. • Inspire, coach, and develop a high-performing sales organization that embodies TEVET’s core values. • Deepen relationships with existing Federal agencies, primes, and OEM partners, while identifying new growth opportunities. • Work closely with Operations, Marketing, and Finance to align sales execution with company objectives. • Maintain a strong understanding of industry trends, competitor positioning, and evolving procurement landscapes. • Use analytics and forecasting to measure performance, refine strategies, and deliver actionable insights to executive leadership. • Represent TEVET at industry conferences, supplier summits, and customer engagements.

• Design and implement LLM orchestration services. • Integrate Azure OpenAI with our business systems. • Implement retrieval-augmented generation (RAG) pipelines. • Build document processing flows for extracting structured data. • Design classification models to categorize inbound emails. • Collaborate with internal HubSpot and NetSuite developers.