Director of Customer Experience and Planning; CNC manufacturing, aerospace, precision machining
Job in
Circle Pines, Anoka County, Minnesota, 55014, USA
Listed on 2026-02-18
Listing for:
Tolerance Masters, Inc.
Full Time
position
✔ Verified email
Listed on 2026-02-18
Job specializations:
-
Business
Client Relationship Manager, Customer Success Mgr./ CSM, Sales Marketing
Job Description & How to Apply Below
Tolerance Masters LLC is a precision CNC machining company located in Circle Pines, MN, speciailizing in close-tolerance, flight safety and critical performance components and sub-assemblies.
The Director of Custmer Expereince and Planning is a strategic leadership role responsible for owning the end-to-end customer experience while aligning customer demand, revenue forecasting, and internal execution. This role provides strategic oversight of customer-facing operations and directly supervises the Customer Experience Manager and related support functions.
The ideal candidate brings strong experience in CNC manufacturing environments, understands the realities of capacity-constrained production, and can translate customer demand into actionable forecasts and internal plans. This position serves a sa key connector between Sales, Planning, Production, and Executive Leadership.
HOURS
Monday-Friday: 40 hours/week
KEY RESPONSIBILITIES
Revenue Forecasting
- Own monthly, quarterly, annual, and 3-5 year revenue forecasting processes
- Partner with Planning and Operations to align customer demand with realistic production capacity
- Present forecasts to executive leadership with clear assumptions, risks, and scenario-based analysis
- Monitor actual performance vs forecast and proactively flag risks to revenue, delivery, or customer satisfaction
- Maintain executive-level relationships with key customers, particularly aerospace and defense accounts
- Provide escalation support for complex customer issues, delivery risks, or quality-related concerns
- Ensure consistent, proactive communication with customers regarding lead times, schedule changes, and delivery expectations
- Guide the team in balancing customer commitments with operational realities
- Oversee the full order lifecycle from quotation through delivery
- Ensure custoemr requirements are clearly communicated and accurately reflected in internal systems
- Collaborate closely with Production, Planning, Quality, and Shipping to ensure commitments are met
- Establish clear standards for order acknowledgment, confirmation dates, and change management
- Directly manage and mentor the Customer Experience Manager
- Set expectations, performance goals, and development plans for customer-facing staff
- Make staffing and structure recommendations as the business grows
- Build a high-accountability, service-oriented culture that aligns with Tolerance Masters' quality and safety standards
- Own customer-related processes including PO entry, order acknowledgement, and confirmation workflows
- Identify inefficiencies, error trends, or communication gaps and lead corrective actions
- Serve as functional owner of customer-facing software and reporting tools (e.g., Superlist)
- Improve accuracy of operational completion dates, job completion data, and customer reporting
- Partner with Sales to support customer proposals, timelines, and scope clarity
- Ensure accurate documentation and handoff of all customer commitments
- Identify opportunities for upselling , cross-selling, or expanded scope with existing customers
- Provide insight into customer trends, demand patterns, and strategic account opportunities
- Develop and maintain customer and order-reltated dashboards and reports
- Performs annual account reviews for key accounts and reports metrics to leadership
- Provide clear, actionable insights to leadership when risks or opportunities emerge
- Participate in cross-functional problem-solving to address root causes and drive solutions
Position Requirements
Masters,
7+ Years
work experience REQUIRED QUALIFICATIONS
Experience
Experience
- 7-10+ years of experience in CNC manufacturing, aerospace, or precision machining environments
- Demonstrated experience leading or supervising customer service, planning, or operations personnel
- Strong understanding of capacity planning, lead times, and production constraints
- Experience presenting forecasts and operational data to executive leadership
- High comfort level working cross-functionality in a fast-paced manufacturing environment
- Excellent communication and interpersonal skills
- Ability to manage multiple projects and prioritize effectively
- Strong problem-solving and conflict resolution skills
- Proficiency in JobBOSS, CRM software and Microsoft Office Suite (Excel, Word, PowerPoint)
- An MBA is preferred
Additional Information / Benefits
BENEFITS
- 401(k) matching
- Dental Insurance
- Flexible schedule
- Health Insurance
- Vision Insurance
- Paid Time Off
Contact Information
Contact Name: Tolerance Masters, Inc.
Contact Phone: 7632514176
Preferred method of contact: Email with CV via Application Box below.
Please mention in your application that you found this listing on Learn4Good.com.
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