What are your contributions to the team?

• Authorize the release of aircraft-specific configuration profiles required to initiate pre-production and production activities in accordance with customer specifications.Lead the team responsible for managing customer requests across all aircraft platforms, from initial requirements intake through to the delivery of clear, competitive, and executable solutions.
• Serve as a strategic partner to Sales and customer-facing teams to understand commercial priorities, shape response strategies, and support business development opportunities.
• Orchestrate cross-functional assessments of technical feasibility, costs, schedules, risks, and implementation strategies to enable timely and informed decision-making.
• Ensure the profitability of customer requests by developing pricing, margin, and proposal recommendations in collaboration with Finance and Program teams, while maintaining alignment with company policies and business objectives.
• Align and mobilize key stakeholders, including Engineering, Manufacturing Engineering, Supply Chain, Finance, Product Planning, and Operations, to deliver integrated and achievable customer solutions.
• Establish and maintain a robust governance framework for request prioritization, approval, escalation, and tracking, with clear accountability, decision rights, and ownership.
• Define, monitor, and report on key performance indicators related to responsiveness, quality of deliverables, profitability, request volume, and conversion rates.
• Provide transparent communication to Sales organizations and senior leadership regarding request status, critical issues, required trade-offs, risks, and customer commitments.
• Lead continuous improvement and digital transformation initiatives to enhance the speed, traceability, standardization, and overall effectiveness of customer request management processes.
• Build and develop a high-performing and engaged team through clear objectives, talent development, succession planning, empowerment, and continuous enhancement of technical and commercial expertise.
• Foster a customer-centric culture focused on collaboration, accountability, innovation, inclusion, and operational excellence.
• Represent the Customer Request Management function in governance forums and executive reviews, providing recommendations on priorities, business opportunities, performance, and strategic direction.

How to thrive in this role?

You hold a university degree in Engineering, Business Administration, or a related field, or possess an equivalent combination of education and professional experience.
You are a self-starter with the ability to identify, develop, and execute projects with minimal supervision.
You are passionate about business aviation, customer experience, and continuously pushing the boundaries of innovation and performance.
You have more than 15 years of experience in the aerospace industry; experience in aerospace innovation is considered a strong asset.
You are a collaborative leader who can effectively build networks and gain support from a broad range of functions across the organization.
You demonstrate a proven ability to establish and maintain strategic relationships and partnerships.
You have a strong track record of identifying opportunities and driving business process improvements.
You possess a solid understanding of configuration management and change management principles and processes within a manufacturing environment.
You have excellent analytical, written, and verbal communication skills.
You are fully bilingual in English and French.

Director, Program Customer Management

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What are your contributions to the team?

How to thrive in this role?

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