Strategic Customer Program Manager - Aerospace & Defense

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