Client Account & Operations Program Manager – Kitting & Fulfillment

Location: New Brunswick, NJ 08901 (Onsite)

Duration: Fulltime

Schedule: 8:00 AM – 4:30 PM, Monday – Friday (Onsite)

Reports To: Director, Service

About the Role: Are you an Account Management & Client Success Professional with a strong background in Distribution, Kitting, and Fulfillment Operations? We are seeking a hands-on Client Account & Operations Program Manager to serve as the primary operational link between our key commercial customers and our kitting operations team. In this role, your ultimate mission is simple: Keep our clients happy and ensure seamless program execution. Rather than focusing on corporate S&OP forecasting, this position requires an external customer-first mindset paired with practical distribution and labor-planning acumen. You will own client contracts, manage SLA commitments, oversee custom kitting requests, and lead daily cross-functional execution to deliver on time, every time.

What You’ll Do: Customer Engagement & Account Management (Primary Focus)Serve as the primary operational point of contact for assigned client accounts, managing day-to-day requests, program updates, scope changes, and issue resolution. Own customer contract management and service delivery, ensuring operational execution aligns with established SLAs, turnaround times, pricing, and timelines. Manage kit pricing updates, scope modifications, BOM changes, and volume fluctuations resulting from component costs, freight, or client requirement changes. Investigate and resolve customer-facing operational challenges (e.g., component shortages, delayed shipments, inventory discrepancies, or incorrect kit configurations) with urgency and clear communication. Conduct regular program reviews with client stakeholders to report on inventory availability, upcoming demand, production status, and potential risks. Operations Planning & Delivery Work directly with internal kitting operations, labor planning, and warehouse teams to ensure materials and production schedules align with client demand. Translate client projections into short-term assembly labor plans, inventory replenishment needs, and component purchasing schedules (~20–25 custom client programs).Coordinate with external suppliers and vendors regarding lead times, component availability, PO status, domestic/international freight, and ocean/air logistics. Track key operational metrics (OTIF, fulfillment turnaround, inventory accuracy) to drive continuous customer satisfaction.

Required: 5+ years of experience in B2B Customer Account Management or Operations Program Management, managing external client relationships and SLAs.3+ years of experience working directly within Kitting, Assembly, Distribution, Fulfillment, or Laboratory/3PL environments. Proven track record of managing client contracts, pricing adjustments, scope changes, and operational issue escalation. Strong hands-on understanding of inventory replenishment, assembly labor planning, vendor coordination, and freight/logistics. Exceptional customer-facing communication, relationship-building, and problem-resolution skills.

Preferred: Experience in regulated industries such as Clinical Trials, Medical Devices, Diagnostics, Laboratory Services, Pharmaceutical, or Biotech kitting/fulfillment. Familiarity with kitting management systems, BOM structures, lot/expiration controls, and inventory traceability tools.

Core Competencies: Customer-First Mindset: Unwavering commitment to client responsiveness, relationship building, and customer satisfaction. Accountability & Urgency: Highly organized, detail-oriented, and execution-driven in a fast-paced environment. Adaptability: Skilled at translating changing client needs into clear operational actions.

Perks & Benefits: Company paid health insurance plus dental.3 Weeks Paid Vacation / 8 Annual Holidays Paid 401K with company match Annual stipend for continuous learning Fun and collaborative culture Opportunities for growth and professional development