Senior Manager Customer Services in Ottawa at Curtiss-Wright

Date Posted: 8/11/2019

Job Snapshot

Job Description

Senior Manager, Customer Services 

Reporting to the Senior Director Supply Chain and Customer Services, the Senior Manager Customer Services is responsible for leading two customer-facing teams: Order Management and Lifecycle Services. This position is expected to engage directly at a working level, contributing to overall team deliverables. This role has the potential to develop and grow into a more senior management position with increased functional responsibility based on successful performance and execution.

Responsible for ensuring a best-in-class customer experience, the successful candidate must drive lean processes and tools to facilitate efficient order management and clear & effective communications with end customers on order status at all levels. The position is also accountable to ensuring execution of a thorough contract review process to ensure alignment between customers and Curtiss-Wright on order acceptance terms. 

The position also oversees the team responsible for defining value-added product longevity of supply offerings and execution strategies targeted specifically to the needs extended product lifecycle needs of the defense markets and its customer base.


• Manages global Order Management and Lifecycle Services teams across multiple sites, establishing performance goals that align with company objectives.

• Resolves customer order issues and develops proactive strategies to support them.

• Develops and reports key metrics that measure order execution and delivery performance to customer requirements and Curtiss-Wright business objectives.

• Identifies best-in-class process/systems/tools evolution opportunities and drives implementation to enable efficiencies and scalability, as well as improved customer experience and satisfaction.

• Partners with internal key stakeholders and customers to evolve value propositions and market product lifecycle capabilities.

• Proactively works with customers to formulate solutions that extend the life of products.

• Establishes inventory strategies for Curtiss-Wright products and end customers, taking an active role in the management of obsolescence issues to ensure alternatives and options are thoroughly investigated.

• Forecasts quarterly inventory for Last Time Buy (LTB) materials providing analysis of changes to Senior Management. Accountable for actual LTB inventory holdings and driving actions to mitigate Curtiss Wright's risk of excess material.


• Exceptional customer focus.

• Excellent communication skills.

• Strong leader with outstanding global people management skills.

• Action-oriented, timeline-driven and adaptable to changing priorities.

• Metrics-driven, with exceptional analytical skills.

• Strong understanding of financial fundamentals and reporting practices.

• Strong propensity to operate independently to drive execution and continuous improvement, demonstrating sound judgement of when to leverage executive management.

• Diversified, adaptable team player.


• Senior professional with 10 years of management experience in roles including Order Management, Customer Service, Contract Management, and Program Management.

• Significant experience in advance technology hardware products, manufacturing, and supply chain.

• Multi-disciplined background or significant exposure to broad scope of functional disciplines including supply chain, finance, and operations.

• University degree in Business Administration, Engineering or a related field, or equivalent experience.

• Hands-on knowledge and experience with CRM and ERP systems; SAP experience strongly preferred.

• Aerospace/Military market experience is an asset.

This position may require exposure to information which is subject to US export control regulations such as the International Traffic in Arms Regulations (ITAR). All applicants must meet eligibility requirements of the ITAR and of the Controlled Goods Directorate (CGD). 

Curtiss-Wright values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.