Director, Customer Solutions ECRS

Chromalloy is a global engineering & solutions company. We are a leading provider of aftermarket parts, repairs, and solutions that safely & reliably extend the life of aircraft engines and gas turbines. We develop, manufacture and repair critical turbine components for a range of engine platforms. Our solutions support the engines running the aerospace, energy and defense industries around the world.

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Why work at Chromalloy?

Chromalloy employees are proud, passionate problem-solvers who strive to live our values every day. A career with Chromalloy is an opportunity to learn from top industry experts, work with important technologies, and unlock a passion for innovation. Join our team of experts, innovators and problem-solvers delivering world-class solutions for our customers. As a global company, we are committed to creating an inclusive environment where all employees feel represented, heard, and able to bring their best selves to work every day. Be part of something bigger with Chromalloy!

Our Total Rewards Program is designed to support you today and in the future.

• Comprehensive and flexible benefit options starting on day one, including medical, dental, vision, EAP, wellness incentives, and 401(k) with employer matching.
• Development & progression opportunities for every employee – regular performance conversations, training and development curriculum, and engineering fellowship programs.
• Paid time off, including vacation, sick time, paid holidays, and parental leave—all eligible on your first day of employment!
• Competitive pay, including eligibility for quarterly and annual bonuses, depending on role and site.
  
  

Eligibility for individual benefit plans may vary based on employment status.

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)
  
  

This position may require work hours outside of the regularly scheduled hours to meet operational needs. This may include work during evenings, weekends, and/or holidays. Additional work hours are assigned based on business requirements. Non-exempt employees will be paid overtime in accordance with applicable federal, state, and local laws.

The salary range for this position reflects a broad spectrum of experience levels. Individual compensation within the range is determined by multiple factors, including relevant experience, education, certifications, job related skills, internal equity, and market conditions. We evaluate each candidate individually to ensure fair and competitive pay decisions.

Due to government regulation only US persons (U.S. citizen, U.S. naturalized citizen, U.S. permanent resident, holder of U.S. approved political asylee or refugee status) may be considered for this role.

Chromalloy participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Any offer of employment will also be conditioned upon the successful completion of a background investigation and drug screen in accordance with company policy and applicable federal and state regulations.

Chromalloy is an equal opportunity employer - vets/disabled.

In the United States, if you need a reasonable accommodation for the online application process due to a disability, please contact: https://www.chromalloy.com/contact-us/