Customer and Quality Engagement Specialist (Senior or Lead)

Boeing•Huntsville, PA

16d•Hybrid

About The Position

The Boeing Company is seeking a Customer Support and Operations Specialist (Senior or Lead) to join the team in multiple locations. The selected candidate is responsible for leading the operations support and quality engagement for post-deployment application support of the Boeing Defense Systems Sapphire Digital Platform. This platform comprises integrated enterprise services supporting program operations across BDS, including Enterprise Resource Planning (ERP), finance, supply chain, procurement, Manufacturing Operations Management (MOM), and Product Lifecycle Management (PLM) systems. The candidate will report to the Sr Manager of Program Support and Sustainment in the Sapphire Delivery organization and will partner with delivery leaders, Integrated Product Teams (IPTs), functional support teams, end users, and IT development teams. The Customer & Quality Engagement Lead plays a critical role in connecting program delivery execution with quality performance to ensure products and processes meet customer, regulatory, and compliance requirements. This role will lead and coordinate across program sustainment leaders to improve execution, strengthen compliance, and drive measurable operational performance. It ensures continuous system availability and customer support, optimal performance, and alignment with business objectives. The role involves supporting deployment and sustainment operations, system enhancements, and user adoption strategies while collaborating with IT and business stakeholders to sustain business continuity and process efficiency.

Requirements

Bachelor’s Degree or higher
5+ years of experience with Product Lifecycle Management (PLM) and Configuration Management systems, Change Management, and PLM Processes and Tools
5+ years of experience in a customer facing role engaging with internal and/or external customers
5+ years of experience leading a cross-functional team
5+ years of experience leading large-scale IT transformation projects
5+ years of experience in post-implementation support, help desk & hyper-care operations, system sustainment, and upgrade management
5+ years of experience with business processes across finance, supply chain, and engineering and production
Capable of traveling up to 30% of the time

Nice To Haves

10+ years' related work experience or an equivalent combination of education and experience
Professional certification in PMP, Agile, Lean, Six Sigma, or related discipline.
Experience in ERP, MES and PDM platforms such as SAP, Siemens OPCENTER and TEAMCENTER, or similar
Experience in program management, quality assurance, operations, or related discipline
Experience with IT service management frameworks
Experience with data governance, reporting, and analytics tools to provide actionable Insights
Experience with change management and organizational adoption methodologies
Experience managing multiple priorities and driving continuous improvement initiatives
Excellent communication, collaboration, and stakeholder management skills

Responsibilities

Support the development and execution of strategies for Sapphire optimization, performance monitoring, and preventative maintenance.
Support the implementation of best practices in Sapphire governance, documentation, and knowledge management to ensure long-term sustainability.
Identify, evaluate, and recommend process improvements, automation opportunities, and technology innovations to enhance Sapphire efficacy.
Lead engagement activities across programs and product support functions to ensure alignment on priorities, deliverables, and risks.
Coordinate program reviews, quality checkpoints, and stakeholder communications.
Monitor program quality performance metrics, quality trends, and corrective action progress.
Ensure compliance with internal standards, customer requirements, and applicable regulatory requirements.
Facilitate cross-functional collaboration to remove barriers and improve execution.
Support audits, assessments, and readiness activities as needed.
Escalate risks, gaps, and performance concerns in a timely manner.