Job DescriptionAs the Program Manager, Customer Experience, you will be responsible for achieving, monitoring, and reporting on strategic, operational and financial objectives of all program(s) for assigned strategic customer accounts, including engine component MRO activities. Proactively engage in cross-functional processes to deliver long-term margin maximization for key contracts and produce high levels of customer satisfaction that drive business growth.
What you'll do:- Establish and demonstrate "customer-centric" global account team leadership that produces a high level of customer satisfaction and profitable growth.
- Utilize an integrated business-wide performance dashboard to identify issues requiring improvement to increase margin expansion.
- Identify and drive actions needed to fulfill contractual KPI's across key functional disciplines (including operations/quality/finance/customer service) while fostering positive customer relationships and adhering to internal policies and contractual requirements.
- Collaborate closely with Sales personnel regarding key growth initiatives, including market research-based programs to expand existing market share and capture new opportunities.
- Establish strategic plans for bid development on new programs, contract extensions and amendments.
- Coordinate execution of negotiated contract terms, lead concessions negotiations associated with warranties, damaged/lost parts, penalties, rotables, etc., and support. resolution of account receivable issues.
- Support cross-functional Annual Operating Plan (AOP) process to set annual financial goal.
- Establish, document and continuously improve processes that impact Customer Experience.
- Manage turnaround projects across complex systems, proven ability to optimize workflows, drive cross-functional coordination, and deliver high-quality outcomes within defined schedules.
Basic Qualifications- A minimum of 10 years aviation experience (Manufacturing (OEM) and or/MRO).
- A minimum of 10 years of experience in Customer Facing, Business Development, Sales, Strategy, or Operations roles.
- Bachelor's degree in engineering, business or equivalent education/experience.
Desired Skills- Experience in aircraft engine systems, repair and maintenance workflows, and alignment with diverse customer specifications and operational needs.
- Demonstrated excellence in program management by overseeing complex, cross-functional initiatives from inception to completion.
- Unyielding integrity & ability to maintain composure in a high pressure, rapidly changing environment.
- Strong planning, organizational, analytical, interpersonal, decision making, oral and written communication skills.
- Strong negotiation, conflict resolution and customer service skills.
- Familiarity with MS Office, Salesforce, PowerBI and/or ability to learn additional software applications as required.
- Willingness to travel as needed to customer sites and intra-company facilities.
- Demonstrated business acumen, ability to generate business cases and execute financial plans.
- MBA preferred.
- Demonstrated accelerated career progression through increasing levels of responsibility, driven by performance excellence, leadership initiative, and cross-functional impact.
