Site Contracts Administration and Customer Experience Manager

Position Summary

The Contracts Administration & Customer Experience Manager is responsible for leading and supervising a team of Contract Specialists and Contract Administrators supporting the largest site within the Fluid Systems Division. This role oversees contract administration, backlog management, and customer experience activities for both domestic and international commercial and military contracts.

The manager ensures contractual and regulatory compliance by implementing effective goals, policies, and procedures while providing strategic oversight for assigned programs. This position is responsible for conducting contract risk management reviews, recommending mitigation strategies, and managing change control processes in partnership with the Site Business Team.

As a member of the Site Leadership Team, this individual serves as a mentor, trainer, and subject matter expert for contract administration and customer experience functions across the site.

Reporting Structure

• Reports to the Division Customer Experience Manager
• Directly manages a mid-sized team of Contract Administration professionals
• Member of the Site Leadership Team
• Regular interaction with Site Leadership, Division Leadership, commercial customers, military customers, and external stakeholders

Key Responsibilities

Contract Administration Leadership

• Lead and manage the Site Contract Administration function.
• Support site strategic objectives and operational goals through effective contract management practices.
• Ensure contractual compliance and adherence to company policies and procedures.
• Oversee administration of commercial and military contracts of varying complexity.

Contract Analysis & Guidance

• Guide the Contract Administration Team in analyzing, interpreting, investigating, and researching contractual requirements and data.
• Provide expert guidance regarding contract interpretation, negotiation strategies, and contractual risk.
• Develop recommendations and alternatives to support business objectives and customer requirements.

Team Management & Resource Planning

• Manage team workload and assign contracts based on employee skill level, experience, and contract complexity.
• Oversee task planning and contract support activities.
• Approve resource requirements and effort estimates.
• Ensure effective communication of contractual flow-down requirements to applicable teams.

Leadership & Employee Development

• Establish goals, priorities, and direction for the Contract Administration Team.
• Mentor, coach, and develop team members.
• Promote professional certifications and career development opportunities.
• Support succession planning and talent development initiatives.

Program & Financial Oversight

• Support contract administration activities throughout the program lifecycle.
• Apply knowledge of program financial reporting and business operations.
• Partner with cross-functional teams to ensure successful contract execution and compliance.

Risk Management & Compliance

• Conduct contract risk assessments and compliance reviews.
• Investigate and resolve contractual and regulatory compliance issues.
• Respond to inquiries from customers, internal stakeholders, and government agencies.
• Ensure compliance with applicable commercial, military, government, and regulatory requirements.

Customer Experience & Stakeholder Management

• Build and maintain strong relationships with customers and internal stakeholders.
• Support customer satisfaction and customer experience initiatives.
• Act as an escalation point for contractual concerns and compliance matters.
• Collaborate with leadership teams to improve customer engagement and service delivery.

Change Management

• Manage contract change control processes in partnership with the Site Business Team.
• Ensure contractual modifications are properly documented, communicated, and implemented.
• Support business decisions through risk analysis and contractual recommendations.

Required Qualifications

Education

• Bachelor's Degree in a relevant field required, including Liberal Arts or Business-related disciplines.
• Master's Degree preferred.
• Advanced Contract Management Certification preferred or required depending on experience level (NCMA, CPCM, CCM, or equivalent).

Experience

• Seven (7) or more years of progressive contract administration, contract management, or related experience.
• Minimum of two (2) years of direct leadership experience managing employees.
• Experience managing multiple contracts of varying scope, complexity, and risk.
• Demonstrated success leading contract administration teams.

Knowledge & Skills

• Strong understanding of contract management processes and contract lifecycle management.
• Knowledge of multiple contract types and applicable regulations and laws.
• Strong leadership, coaching, and mentoring abilities.
• Excellent analytical and problem-solving skills.
• Ability to influence business decisions and negotiate resource allocation.
• Strong communication and presentation skills.
• Ability to respond effectively to customer inquiries, regulatory agencies, and executive leadership.

Technical Skills

• Proficiency with Microsoft Office Suite.
• Experience using Salesforce, Lotus Notes, and related business applications.
• Knowledge of contract management systems and customer relationship management tools.
• Experience with project management and database analysis software.
• Strong technology and systems aptitude.

Preferred Background

• Aerospace, defense, military, or manufacturing industry experience.
• Experience leading contract administration or customer experience teams.
• Experience supporting commercial and government contracts.
• Advanced contract management certification (NCMA, CPCM, CCM, or equivalent).
• Experience working in highly regulated environments.