Customer Program Manager

Job Description

Job Description

Description : POSITION SUMMARY :

Customer Program Manager – Engine MRO

We are seeking a results-driven Customer Program Manager to join our team and report directly to the VP of Customer Programs. This role is responsible for managing customer engine programs end-to-end — from induction through delivery — ensuring that cost, scope, and turnaround time (TAT) commitments are consistently met. The CPM serves as the primary customer interface, owning all communication, program updates, and escalations while coordinating with internal departments including Operations, Engineering, Quality, Finance, and Supply Chain.

Key responsibilities include managing contracts and commercial terms (NTE, FFP, O&A), providing detailed shop visit forecasts, and generating program performance reports and customer scorecards. The CPM will oversee Gate 0-1-2-3 program reviews, monitor material and vendor repair status, track costs vs. margins, and escalate risks proactively. This position requires a strong command of Quantum ERP and Smartsheet dashboards to manage WIP, materials, and reporting.

The ideal candidate will have a deep understanding of MRO shop visit processes, including disassembly, cleaning, inspection, and assembly, along with experience in vendor routing, scrap cost analysis, and compliance considerations (FAA, EASA, CAA, ITAR / EAR). Success in this role demands exceptional organizational skills, the ability to balance customer expectations with company profitability, and a strong sense of accountability.

We are looking for someone who demonstrates resilience, urgency, and professionalism under pressure, with the leadership ability to drive cross-functional collaboration and the customer-centric mindset to build long-term partnerships. Continuous improvement experience (Lean / Six Sigma) and financial acumen to manage revenue targets and margin analysis are highly valued. This role mirrors the ownership, toughness, and high work ethic of our top CPMs, ensuring every engine program is executed to the highest standard.

This position requires a focused manager with strong interpersonal communication skills and the ability to interact effectively both orally and in writing with internal and external customers. This person must have experience in the jet engine MRO process and hands on knowledge of all the factors that affect the engine repair process. He or she must have proven ability to multi-task and have excellent problem-solving skills. Additionally, this person must be a self-starter and be self-directed with the ability to work well under time constraints while meeting customer commitments.

Must-Have Skills & Experience

• Engine MRO Knowledge : Solid understanding of commercial engine models (CF6, PW2000.), including overhaul processes, shop visit flow, and basic technical terms.
• Program / Project Management : Proven track record managing customer programs from induction through delivery, ensuring TAT, cost, and scope adherence.
• Customer Relationship Management : Direct experience serving as primary point of contact for major airline or lessor customers; strong communication and negotiation skills.
• Contract & Financial Acumen : Familiarity with contract structures (NTE, FFP, O&A) and ability to manage margin, escalation clauses, and billing.
• ERP / Systems Knowledge : Working experience with Quantum.

Requirements :

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES :

Nice-to-Have Skills & Experience

Must-Have Personality Traits

Nice-to-Have Personality Traits

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