AS 9100, Aerospace and Defense, Aviation Industry, Business Skills, Change Management, Communication Skills, Conflict Resolution, Continuous Improvement, Contract Manufacturing, Corrective Action, Cost Control, Cross-Functional, Customer Escalations, Customer Experience, Customer Relationship Management (CRM), Customer Response, Customer Satisfaction, Customer Support/Service, Direct Sales, Finance, Forecasting, Improvement Metrics, Leadership, Manufacturing, Manufacturing Operations, Manufacturing Systems, Manufacturing/Industrial Processes, Multitasking, OEM (Original Equipment Manufacturer), Order Delivery, Order/Customer Fulfillment, Organizational Skills, People Management, Problem Solving Skills, Process Improvement, Product Costing, Product Management, Production Schedule, Project Execution, Project/Program Coordination, Project/Program Management, Purchasing/Procurement, Quality Management, Reporting Skills, Revenue Forecasting, Risk, Risk Management, Sales, Sales Operations, Sales Support, Shipping/Receiving, Small Company, Strategic Accounts, Supply Chain, Supply Chain Management, Supply Chain Operations, Systems/Internals Programming, Time Management
For more than 60 years HEICO Corporation, a NYSE traded company, has thrived by serving key segments of the aviation, defense, space, and electronic industries by providing innovative and cost- saving products and services. HEICO’s high- energy culture focuses our Team Members’ on providing high quality products and services to our customer base, which consists of the world’s airlines and the defense industry. Our leadership approach creates a dynamic environment that continually challenges our Team Members to perform their best. For four consecutive years, Forbes Magazine ranked HEICO as one of the 200 “Best Small Companies.”
Position Summary
The Strategic Customer Program Manager (SCPM) serves as the primary point of ownership for the successful execution of the company's most strategic customer programs following contract award. This role is the "glue" between Sales, Product Management, Operations, Supply Chain, Quality, Finance, and the customer. Acting as the internal quarterback for assigned strategic accounts, the SCPM drives execution, resolves cross-functional issues, manages customer expectations, and ensures contractual commitments are delivered on time and with the highest level of customer satisfaction.
This role does not carry a sales quota or direct people management responsibilities. Instead, it serves as the single point of coordination for the successful execution of strategic customer programs after contract award, ensuring alignment across all internal functions and delivering exceptional customer experience.
The ideal candidate thrives in a fast-paced aerospace environment, possesses exceptional communication and organizational skills, and has the ability to influence cross-functional teams without direct authority.
SUPERVISORY RESPONSIBILITIES N/A
KEY RESPONSIBILITIES:
Strategic Customer Ownership
- Serve as the primary post-award contact for assigned key strategic customers
- Build trusted relationships with Sales, Supply chain, Quality, Product Management and Operations teams.
- Ensure customers receive timely, accurate, and proactive communication throughout contract execution.
- Lead customer status meetings and provide updates on delivery schedules, risks, and recovery plans.
- Act as the Voice of the Customer within the organization by communicating priorities, concerns, and changing requirements.
Program Execution & Cross-Functional Leadership
- Lead the execution of customer programs from contract award through final delivery.
- Coordinate activities across Sales, Operations, Supply Chain, Quality, Purchasing, Finance, Contracts, and Customer Support.
- Ensure a seamless transition from Sales to Operations following contract award.
- Drive accountability for milestones, commitments, and customer deliverables.
- Facilitate internal program review meetings and ensure action items are completed.
Order Execution & Revenue Conversion
- Monitor order execution from backlog through shipment.
- Ensure customer orders progress efficiently through procurement, VAD, inspection, and shipping.
- Track backlog health, order status, and delivery commitments.
- Partner with Finance and Sales to support accurate revenue forecasting and order conversion.
Customer Communication
- Conduct regular customer reviews and status meetings.
- Provide proactive updates regarding schedules, production changes, delivery commitments, and corrective actions.
- Coordinate responses to customer inquiries and escalations.
- Build long-term customer confidence through transparency and responsiveness.
Operational Performance
Monitor and improve key execution metrics, including:
- On-Time Delivery (OTD)
- Backlog aging
- Order-to-delivery cycle time
- Milestone completion
- Customer response time
- Escalation resolution
- Forecast accuracy
- Program risk status
- Provide regular reporting and recommendations to Sales leadership.
Continuous Improvement
- Identify opportunities to improve customer experience and internal execution processes.
- Recommend process improvements that enhance visibility, accountability, and operational efficiency.
JOB QUALIFICATIONS
EDUCATION
Bachelor’s degree in Business, Supply Chain, Operations, or a related field
EXPERIENCE
Required
- 5–10 years of experience in aerospace, defense, or complex manufacturing environments.
- Experience managing customer programs, strategic accounts, project execution, or commercial operations.
- Strong understanding of manufacturing operations, supply chain, change management, and order fulfillment.
- Demonstrated ability to lead cross-functional initiatives without direct authority.
- Exceptional communication, relationship-building, and problem-solving skills.
- Strong organizational skills with the ability to manage multiple priorities simultaneously.
Preferred
- Experience supporting OEM or Tier 1 aerospace customers.
- Knowledge of AS9100 quality systems and aerospace manufacturing processes.
- Familiarity with long-cycle manufacturing and complex contractual environments.
- Experience with continuous improvement methodologies.
Core Competencies
- Customer Relationship Management
- Cross-Functional Leadership
- Program Coordination
- Risk Management
- Supply Chain Coordination
- Operational Excellence
- Executive Communication
- Conflict Resolution
- Critical Thinking
- Business Acumen
- Organizational Agility
- Influence Without Authority
Equal Opportunity Employer Minorities/Women/Protected Veterans/DisabledH
HEICO Corporation
HEICO Corporation is a successful and growing technology-driven aerospace, industrial, defense and electronics company. For more than 60 years, HEICO has thrived by providing customers with innovative and cost-saving products and services.
HEICO's products are found on large commercial aircraft, regional, business and military aircraft, as well as on a large variety of industrial turbines, targeting systems, missiles and electro-optical devices.
HEICO Corporation is a New York Stock Exchange listed company (NYSE: HEI and HEI.A) and has also been ranked as one of the 100 "World's Most Innovative Growth Companies", 100 "Best Small Companies" and 200 "Hot Shot Stocks" by Forbes over the past decade. With headquarters in Hollywood, Florida, and multiple locations around the world - HEICO provides over 1 million square feet of design, manufacturing, repair, overhaul, distribution, sales and support capabilities.
HEICO Corporation operates in two segments, the Flight Support group and the Electronic Technologies group. The Flight Support group designs, engineers, manufactures, repairs, distributes and overhauls FAA-approved parts that extend over the entire aircraft, from the engines all the way to hydraulic, pneumatic, electromechanical, avionic, structures, wheels and brakes and even interiors.
The Electronic Technologies group produces electrical and electro-optical systems and components serving niche segments of the aerospace, defense, communications, and computer industries. The Electronic Technologies group is a worldwide leader in the design, manufacture and sale of electrically and electro-optical engineered products used in the aerospace, defense, space, and electronics industries.
By combining state-of-the-art technologies, a team of highly skilled Team Members and an indisputable commitment to quality, both segments have constantly delivered invaluable solutions to customers over the years, helping to position them as leaders within their industries.