Customer Solutions Manager

About the role

If you’re a customer-first leader who thrives in fast-moving, highly regulated environments, this role puts you at the center of the action. You’ll lead our Customer Solutions team, strengthen customer relationships, and drive service improvements that make a measurable difference.

Responsibilities

• Lead and coach a high-performing Customer Solutions team to deliver reliable, transparent service and outstanding customer satisfaction.
• Ensure timely, proactive communication and strong issue resolution—from first contact through closure.
• Standardize best practices across reporting, performance reviews, and quarterly business reviews (QBRs).
• Build and execute training and development plans that grow skills, confidence, and career paths for every team member.
• Identify and implement process improvements that increase efficiency and elevate the customer experience.
• Be the “voice of the customer,” translating feedback and performance metrics into internal action and customer-facing results.
• Lead escape/crisis management when delivery or quality issues arise—keeping stakeholders aligned with clear, timely updates.
• Partner with Sales and Business Development on quotes and renewals—pricing inputs, profitability, capability analysis, and business models.
• Uncover opportunities that drive year-over-year growth and retention using customer insight and relationships.

Requirements

• Bachelor’s degree plus 5+ years of relevant experience (or an equivalent combination of education and experience).
• Experience in leadership and customer-facing work (management, sales, operations, quality, or customer service)—ideally in aerospace or another highly regulated industry.
• Strong customer focus with a track record of translating requirements into consistent execution.
• Comfort with shifting priorities, tight deadlines, and clear reporting in a dynamic environment.
• Advanced Microsoft Office skills—especially Excel and PowerPoint.