Production & Customer Success Manager

The Production & Customer Success Manager will lead a small team of approximately four or five people and stay actively involved in daily production. You’ll connect the work, the people, and the customers—helping the team deliver today while building a stronger operation for the future.

Who You Are

· You’re a Player-Coach
You work alongside the team and are comfortable doing hands-on production work when needed. You set clear expectations, lead by example, and balance getting today’s work done with preparing people for tomorrow.

· You’re a Relationship Builder
You earn trust by listening, communicating clearly, and following through. You take time to understand what employees and customers need, address concerns directly, and keep people informed when priorities change.

· You Succeed by Helping Others Succeed
You measure your success by the success of the people around you. You ask what support they need, remove obstacles, recognize their strengths, and help them build confidence and skills. You invite their ideas, give them room to take ownership, and share credit when the team succeeds.

Who We Are

· We Believe Meaningful Work Changes Lives
Life’sWork of Western PA is a nonprofit organization that partners with people with disabilities and other barriers to employment. We help people strengthen workplace abilities, build life skills, develop meaningful relationships, and pursue the life they choose.

· We Value the People Doing the Work
Our team has ideas about how to improve quality, organize the workplace, and make the work easier to do well. We want a leader who listens, involves employees and participants, and turns shared priorities into action.

· We Deliver for Our Customers
Our mission and our customer commitments go together. Reliable service, quality work, and on-time delivery create the relationships that sustain meaningful employment opportunities.

Essential Responsibilities

• Coordinate production, staffing, schedules, materials, and customer priorities across our Pittsburgh and Monessen locations.
• Work alongside the team, including hands-on production work when needed.
• Manage customer relationships and projects from initial requests through delivery; communicate proactively about progress and changes.
• Ensure customer expectations for quality, volume, and timing are understood and met.
• Coordinate purchasing, inventory, and billing, including client-related production and mailing services.
• Manage inventory using SOS Inventory by tracking materials, production, and customer orders; ensure accurate inventory records, resolve discrepancies, and support efficient purchasing and production planning
• Coach employees, support participants, and create a respectful, person-centered environment that helps people develop and advance.
• Involve the team in improving workflow, quality, storage, and organization; follow through on agreed actions.
• Use practical measures to track production, quality, delivery, and costs.
• Help evaluate new work through time and cost studies, available capacity, and expected financial contribution.
• Maintain a clean, safe workplace and coordinate reasonable accommodations and participant support.
• Complete required staff qualifications and 24 hours of annual training.