Director, Customer Solutions ECRS
About The Position
The Director, Customer Solutions is responsible for leading the Customer Solutions function across all ECRS operating units, ensuring consistent, high-quality, and differentiated customer experience aligned to Chromalloy’s strategic objectives. This role is accountable for setting the vision, strategy, and execution of customer engagement, driving operational excellence, and strengthening long-term customer partnerships to support revenue growth and retention. The Director will partner cross-functionally with Sales, Operations, Quality, and Engineering to deliver innovative solutions and ensure a seamless end-to-end customer experience. This role shall be based in Orangeburg, NY; Phoenix, AZ; San Antonio, TX; Windsor, CT; or Newnan, GA.
Requirements
- Bachelor’s degree required
- 10+ years of progressive experience in Customer Solutions, Sales, Operations, or related functions
- 5+ years in leadership roles with multi-site or enterprise-level responsibility
- Strong strategic thinking with ability to translate vision into execution
- Exceptional leadership and people development capability
- Advanced decision-making and problem-solving skills in complex environments
- Ability to influence and align cross-functional stakeholders at all levels
- Strong business acumen (pricing, profitability, customer contracts, etc.)
- Excellent communication skills, with ability to convey complex ideas clearly and effectively
- Proven ability to manage ambiguity and lead through change
- High level of professionalism, confidentiality, and integrity
- Advanced Microsoft Office skills (Excel, PowerPoint)
Nice To Haves
- Master’s degree preferred
- Experience in aerospace or other highly regulated industry strongly preferred
Responsibilities
- Set and lead the ECRS Customer Solutions strategy to deliver consistent, high-quality customer experience across sites and business units
- Provide leadership and direction to Customer Solutions Managers, building a high-performing, scalable organization
- Ensure timely, transparent communication and resolution of customer issues, including escalation and crisis management and create solutions to support customer engine build schedules.
- Drive a customer-centric culture, ensuring all touchpoints meet or exceed customer expectations
- Standardize and implement best practices, KPIs, reporting, and governance processes across the Customer Solutions function
- Own and champion the “voice of the customer”, translating insights into actionable improvements across the business to raise YoY customer satisfaction.
- Partner with Commercial and Operations leadership to support revenue growth, retention, and profitability initiatives
- Lead strategic customer engagement, including executive-level relationships and quarterly/annual business reviews
- Identify and implement process improvements and digital/automation opportunities to enhance efficiency and customer satisfaction
- Ensure compliance with contractual obligations, regulatory requirements, and export control standards
- Drive organizational capability building, including leadership development, succession planning, and training programs
- Align Customer Solutions initiatives with enterprise transformation efforts (e.g., Shared Services, standardization, etc.)
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What This Job Offers
Job Type
Full-time
Career Level
Director
