Director, Customer Solutions ECRS

Position Summary The Director, Customer Solutions is responsible for leading the Customer Solutions function across all ECRS operating units, ensuring consistent, high-quality, and differentiated customer experience aligned to Chromalloy’s strategic objectives. This role is accountable for setting the vision, strategy, and execution of customer engagement, driving operational excellence, and strengthening long-term customer partnerships to support revenue growth and retention. The Director will partner cross-functionally with Sales, Operations, Quality, and Engineering to deliver innovative solutions and ensure a seamless end-to-end customer experience. This role shall be based in Orangeburg, NY; Phoenix, AZ; San Antonio, TX; Windsor, CT; or Newnan, GA. Primary Accountabilities Set and lead the ECRS Customer Solutions strategy to deliver consistent, high-quality customer experience across sites and business units Provide leadership and direction to Customer Solutions Managers, building a high-performing, scalable organization Ensure timely, transparent communication and resolution of customer issues, including escalation and crisis management and create solutions to support customer engine build schedules. Drive a customer-centric culture, ensuring all touchpoints meet or exceed customer expectations Standardize and implement best practices, KPIs, reporting, and governance processes across the Customer Solutions function Own and champion the “voice of the customer”, translating insights into actionable improvements across the business to raise YoY customer satisfaction. Partner with Commercial and Operations leadership to support revenue growth, retention, and profitability initiatives Lead strategic customer engagement, including executive-level relationships and quarterly/annual business reviews Identify and implement process improvements and digital/automation opportunities to enhance efficiency and customer satisfaction Ensure compliance with contractual obligations, regulatory requirements, and export control standards Drive organizational capability building, including leadership development, succession planning, and training programs Align Customer Solutions initiatives with enterprise transformation efforts (e.g., Shared Services, standardization, etc.) Qualifications: Bachelor’s degree required; Master’s degree preferred 10+ years of progressive experience in Customer Solutions, Sales, Operations, or related functions 5+ years in leadership roles with multi-site or enterprise-level responsibility Experience in aerospace or other highly regulated industry strongly preferred Strong strategic thinking with ability to translate vision into execution Exceptional leadership and people development capability Advanced decision-making and problem-solving skills in complex environments Ability to influence and align cross-functional stakeholders at all levels Strong business acumen (pricing, profitability, customer contracts, etc.) Excellent communication skills, with ability to convey complex ideas clearly and effectively Proven ability to manage ambiguity and lead through change High level of professionalism, confidentiality, and integrity Advanced Microsoft Office skills (Excel, PowerPoint)