Director of Customer Experience & Integrated Quality Program Leader

Hutchinson•Bellevue, WA

50d•Onsite

About The Position

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. 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. 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.

Requirements

Management, Tracking, Reporting and Communication with NA Customers (OEM’s & large Tier-I’s)
Experience & Playbook Leadership
Program Readiness, Tools & Transformation Execution
Quality Excellence Support & Customer Engagement
Work closely in a matrical arrangement with divisions Quality leaders and with Hutchinson ADI’s.
The director will work closely in a matrical arrangement with divisions Quality leaders and with Hutchinson ADI’s.

Nice To Haves

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.
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.

Responsibilities

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.
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.)
Drive and monitor adoption and assimilation through sustained and coordinated engagement with division GMs, site leaders/plant managers. and other focal.
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.
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).
Lead and govern initial pilot initiatives focused on operational transparency, production readiness, and on-time delivery.
Translate pilot outcomes into scalable frameworks for enterprise-wide deployment across Hutchinson aerospace operations.
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.
Assimilation of the “language” necessary to communicate effectively with the key customers (existing & future)
Ensuring successful audits and review with customers while streamlining efforts and burdens.
Serving as a local focal for Hutchinson ADI and divisions for quality matters with customers (and in the future with suppliers when needed)