Director of Customer Experience & Integrated Quality Program Leader

Hutchinson

$180K — $200K *
Aerospace & Defense
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 7+ years of experience in aerospace or manufacturing environments
  • Proven ability to develop training programs and playbooks
  • Strong communication skills for customer and internal interaction
  • Experience leading cross-functional teams and initiatives
  • Knowledge of program management and operational excellence methodologies

Responsibilities

  • Define and develop standardized methods for managing and reporting customer interactions
  • Ensure consistent execution across divisions for seamless communication and operations
  • Monitor adoption of practices with division leaders to foster operational excellence
  • Conduct regular training sessions and updates for division teams
  • Develop tools and templates for program readiness aligned with OEM expectations
  • Lead pilot initiatives to enhance operational transparency and on-time delivery
  • Engage directly with customers on quality issues to ensure effective resolution

Benefits

  • Opportunity for professional growth in a dynamic aerospace industry
  • Involvement in high-stakes projects with major OEMs
  • Collaboration with senior leaders and quality experts
  • Focus on customer-centric culture and operational excellence
  • Work in a collaborative and innovative environment
Full Job Description
Job Description

This dynamic role will consist of the following key responsibilities:

Management, Tracking, Reporting and Communication with NA Customers (OEM's & large Tier-I's) Experience & Playbook Leadership
1) Define methods, develop "Playbook" and training curriculum for managing, tracking, and reporting internally across Hutchinson ADI divisions and vis-à-vis customers, to meet the level expected by customers from top-supplier and to provide internal and external clarity and visibility. Deploy and embed methods governing program reviews, production and rate readiness, and daily management reporting.

2) Ensure consistent execution across divisions and sites to constitute a ONE-ADI language while allowing flexibility for different products, customers, and programs (BTS, BTP, etc.)

3) Drive and monitor adoption and assimilation through sustained and coordinated engagement with division GMs, site leaders/plant managers. and other focal.

4) Repeat training of the divisions as necessary. Assist divisions to generate matrices, graphs and figures. Update material (playbook and training) to include the broadest NA customer span. Perform "train the trainers" for identified facilitators at the divisions.

Program Readiness, Tools & Transformation Execution
1) Develop and deploy standardized program review and production readiness tools and templates aligned with aerospace OEM expectations to best support effective and successful PMRs, PRAs, IRRs, and other contractual/operational requirements and obligations).

2) Lead and govern initial pilot initiatives focused on operational transparency, production readiness, and on-time delivery.

3) Translate pilot outcomes into scalable frameworks for enterprise-wide deployment across Hutchinson aerospace operations.

Quality Excellence Support & Customer Engagement
1) The main goal of this function is to provide the customers with an agile response at closest proximity when quality issues arise to establish Hutchinson ADI as world class in customer support. Help create a customer-centric culture emphasizing transparency, On Time Delivery (OTD) & On Time Quality (OTQ) across the divisions.

2) Serve as a local senior interface for quality matters maintaining tight interfaces with divisions and providing feedback which can be transformed into continuous improvement efforts.

In this role the director will work closely in a matrical arrangement with divisions Quality leaders and with Hutchinson ADI's.

Impact

This role integrates three major pillars critical to strengthen Hutchinson ADI's position as a trusted, execution-focused aerospace partner, improving customer confidence, accelerating production readiness, and enabling scalable growth across global OEM programs.
1) Assimilation of the "language" necessary to communicate effectively with the key customers (existing & future)

2) Ensuring successful audits and review with customers while streamlining efforts and burdens.

3) Serving as a local focal for Hutchinson ADI and divisions for quality matters with customers (and in the future with suppliers when needed)

This role is based in Bellevue Washington location: Locate candidates only

Salary dependent on experience and expertise range of 180,000 to 200,000

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