Customer Recovery Manager - Aerospace

Position Summary

The Division Customer Recovery Manager provides oversight and leadership to support division wide past due backlog recovery efforts, to meet or exceed customer expectations to return to "on-time" purchase order status. The role coordinates cross‑functionally to mitigate external customer production line disruptions and past due purchase order lines caused by supplier delinquencies, internal production challenges, schedule instability, manufacturing re‑work, or test equipment failures.

The Division Customer Recovery Manager is the "voice of the customer", balancing demand with supply, setting priorities for fulfillment in a critically past‑due environment, improving performance, and restoring credibility with our customers. In this role the manager will serve as an internal point of escalation for customer calls and interactions, mitigating escalations to Division General Manager or other Aerospace Group leadership.

• Provides strategic guidance on building and executing recovery plans that result in long‑term production stability and recovery of customer purchase orders.
• Collaborates with all support functions to obtain credible, timely information for customer feedback at cadence consistent with expectations.
• Establishes key recovery milestones and assists the team in identifying and mitigating potential opportunities, risks, and issues.
• Conveys recovery plans to customers in a way that satisfies them and demonstrates control of the situation.
• Acts as managerial escalation point of contact for customers regarding production status, schedule impacts, shipping information, and returned material.
• Mitigates customer escalations outside the division through expert communication skills.
• Builds (and rebuilds) trust and credibility with customer leadership during recovery.
• Supports production and material planning functions, monitors material movement, release to the floor, and participates in the SIOP process.
• Guides the preparation of reports, presentations, graphs, charts, and other documentation to illustrate production recovery.
• Coordinates customer leadership visits focused on delivery performance.
• Addresses individual or systemic problems that hinder performance improvements.
• Demonstrates calm communication style, drives team engagement, and supports work‑life balance during high‑stress periods.
• Other responsibilities as assigned by Division General Manager.

• Bachelor degree in Engineering, Business, or related field.
• Ten or more years of experience within a manufacturing facility in Operations, Materials Planning, Procurement, Quality, Engineering, Program Management, or Customer Service. Experience with in an aerospace manufacturing organization is highly preferred.
• Excellent written and verbal communication skills; able to handle upset customers, coordinate across functions, present to all organization levels and executive leadership.
• Ability to manage customer complaints and prevent escalation.
• Demonstrated understanding of manufacturing/production flow for similar parts; experience in a turnaround or recovery situation preferred.
• Proven ability to manage multiple projects, meet deadlines, and achieve results.
• Leadership presence with ability to foster teamwork and influence decisions and resource allocations.
• Ability to set clear expectations and manage results through standard work and KPIs that drive behavior.
• Proficiency with financial and manufacturing data analysis for critical decision making in resource planning, inventory management, and financial impact.
• Green Belt or Lean Expert certification preferred.
• Travel may be required, typically up to 25%.

• Participation in Annual Incentive Program.
• Comprehensive coverage for medical, prescription drugs, dental, vision, voluntary life, accident insurance, hospital indemnity insurance, and critical illness insurance with competitive premium cost.
• 401(k) Plan with company matching contributions at 100% of the first 5% of pay.
• Company‑provided defined‑contribution retirement plan with annual contribution equal to 3% of pay
  Career development and tuition reimbursement.
• Other benefits including paid parental…