Sr. Manager, Commercial Operations & Customer Experience

About the Role

The Customer Experience & Commercial Operations Manager of North America Extrusions, based in Lafayette, IN, is responsible for creating a focused NA Extrusions team that drives profitable growth by putting the customer first. This role leads inside sales performance by driving revenue growth, commercial process efficiency, performance management, and longer-term strategic partnerships across industrial, automotive, aerospace, and other key end markets for the extrusions business.

This role serves as a critical interface between Sales, Operations, Finance, Supply Chain, and Product Management to ensure alignment between customer demand, operational capability, and enterprise strategy. The primary purpose is to create sustainable commercial operations processes that enhance the overall customer experience, maintain the current customer base, generate revenue and growth, and optimize flow-path utilization between Lafayette, IN Operations and Chandler, AZ (Pimalco) Operations.

The key strategic imperatives are finding growth avenues while partnering with operations to efficiently utilize capacity resources and drive costs down. This role presents a unique opportunity to create new, sustainable processes within an established business.

Responsibilities

• Create sustainable, customer-focused commercial operations processes incorporating the pre-sales, quoting, and inside sales team.
• Partner with customer-facing commercial and marketing leaders to prioritize customer needs efficiently.
• Manage, lead, develop, and mentor the Lafayette-based customer experience team (inside sales, pre-sales, and quoting).
• Develop strong relationships with targeted customers and position Arconic as a preferred provider, including customer relationship management in support of sales.
• Proactively educate the customer base on Arconic product offerings and consolidate competitor and market intelligence gathered from various sources (including field sales) to the Arconic Commercial Team.
• Handle commercial-related reporting, contract analysis, and pricing support.
• Develop a deep understanding of customer business, operating model, and commercial needs, and how Arconic can best meet them.
• Deliver exceptional service aligned to customer needs and expectations across Arconic’s product offering.
• Act as the central point of escalation across the commercial team.
• Cultivate a deep relationship and appreciation for what drives customer requirements.
• Maintain a culture of continuous commercial improvement.
• Monitor service quality, performance, and overall customer experience to proactively anticipate potential issues and opportunities.
• Deliver operational analytics, insights, and transparency into performance.
• Drive quality customer experience and service through thought leadership based on customer feedback and in-depth customer knowledge.
• Provide strategic insight into improvements across service delivery, product, technology, and operations to create optimal customer experiences.
• Partner with the commercial leader to identify business development efforts aligned with Arconic’s enterprise and business unit objectives.
• Identify, evaluate, and pursue new small press business opportunities, strategic accounts, and market adjacencies that drive profitable growth.
• Support customer and government audits and inquiries related to commercial terms and contractual compliance.
• Ensure disciplined commercial governance, including deal reviews, margin thresholds, and risk assessment.
• Serve as a key contributor to S&OP and integrated business planning processes.
• Champion a performance-driven, customer-centric culture grounded in accountability and collaboration.

Travel is required for this role.

Requirements

• 10+ years of progressive experience in commercial leadership, sales, business development, or strategy within manufacturing or industrial environments.
• Bachelor’s degree in Business, Engineering, Supply Chain, or related field (MBA or advanced degree preferred) from an accredited institution.
• Demonstrated experience supporting or leading government and/or defense contracts, including pricing, negotiations, and compliance considerations.
• Track record of leading transformational commercial initiatives or go-to-market strategies.
• Proven success building, developing, and leading commercial operations teams.
• Strong experience with pricing strategy, contract negotiations, and margin management.
• Ability to operate effectively in highly regulated environments.
• Willingness and ability to travel occasionally.
• Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
• This position is subject to the International Traffic in Arms Regulations (ITAR), which requires U.S. person status (U.S. Citizen, U.S. Permanent Resident, Political Asylee, or Refugee).

About Us

Arconic Corporation, headquartered in Pittsburgh, Pennsylvania, is a leading provider of aluminum sheet, plate and extrusions, as well as innovative architectural products, that advance the automotive, aerospace, commercial transportation, industrial, packaging, and building and construction markets. Building on more than a century of innovation, Arconic helps transform the way we fly, drive, and build.

Lafayette Operations in Lafayette, IN is located approximately 60 miles from Indianapolis and is home to Purdue University. Our Lafayette location has been continuously operating in the community since 1938. We are an Aluminum Extrusions plant serving Aerospace, Automotive, Industrial, and Defense markets.

At Arconic, we:

• Act With Integrity: Lead with respect, honesty, transparency, and accountability.
• Safeguard our Future: Protect and improve the health and safety of our employees, communities, and environment.
• Grow Stronger Together: Cultivate an inclusive and diverse culture that advocates for equity.
• Earn Customer Loyalty: Build customer partnerships through best-in-class products and service.
• Drive Operational Excellence: Pursue continuous improvement through innovation, agility, people development, and collaboration.
• Create Value: Achieve success by generating and growing value for our stakeholders.

This position is subject to Export Control Law and requires access to controlled technology as defined in the Export Administration Regulations and/or ITAR. Authorizations from the relevant government agency may be required to meet export control compliance requirements.