Sr. Director Customer Operations

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Job Description

The Sr. Director of Customer Operations ensures efficient commercial processes to drive sales growth, excellence in customer experience, and profitability. This role leads the customer service team and manages contracts, pricing strategies, and risk assessments, supporting sales and operations teams. It also oversees agreements with OEMs, MROs, and strategic suppliers, ensuring compliance with company policies and program requirements in the aerospace tooling industry.

Day To Day

Ensuring efficient commercial processes to drive sales growth, excellence in customer experience, and profitability

Lead and oversee tooling customer service operations, including quote and order processing.

• Draft, negotiate, and manage customer contracts, including terms and conditions, NDAs, and service agreements with OEMs and MRO shops

Analyze market trends, customer data, and competitor pricing to inform contract terms and pricing decisions

Collaborate with sales and business teams to align contracts and pricing strategies with overall market positioning

Ability to set strategic direction and implement tactical action plans to achieve business goals and objectives, foster collaboration, and empower teams through communication and people skills.

Ability to identify and resolve supply chain issues effectively.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills And Requirements

Education: Bachelor’s degree in Business, Law, Operations, Supply Chain.

10+ years of experience in customer operations, sales operations, or contract management, preferably in the aerospace, defense, or manufacturing sectors with strong understanding of commercial and government contracting practices and proven ability to negotiate effectively with large OEMs and Tier 1 suppliers.

5+ years experience interpreting engineering and procurement documentation in a ISO9001:2015 certified manufacturing and/or distribution business.

3+ Years experience working in the aviation industry sector in which the company operates – (aerospace tooling and ground support equipment - is highly preferred). 

5+ years experience managing suppliers and overall supply chain performance and KPIs.

If you have questions about this posting, please contact [email protected]