Manager, Customer Operations

Who Are We?

FDH Aero is a trusted global supply chain solutions partner for aerospace and defense companies, helping to shape the industry by simplifying the supply chain. With over 60 years serving as a leading independent industry partner, FDH specializes in hardware, electrical, consumables and expendables, licensed products, and value-added services for global OEM and aftermarket customers. FDH is headquartered in Commerce, California, and has operations across the Americas, EMEA and APAC. FDH Aero – named a Best Places to Work in Aviation in 2024 – has locations in 14 countries across the globe, with more than 1,500 best-in-industry employees and over 650,000 square feet of inventory space.

FDH is headquartered in Commerce, California, and has operations across the Americas, EMEA and APAC. FDH Aero – named a Best Places to Work in Aviation in 2024 – has locations in 14 countries across the globe, with more than 1,500 best-in-industry employees and over 650,000 square feet of inventory space.

Why Work Here?

At FDH Aero, we understand that the strength of our brand comes from our people.

We invest in driven, diverse and experienced professionals who are naturally curious, courageous and motivated towards action. We value tempering confidence with humility, and a mission that always starts with service-first.

Our values guide everything we do:

We Are Service First - We act with agility and intelligence to solve our partner's most pressing needs. We safeguard our trusted relationships by communicating with clarity and unmatched follow through.

We Are Respectful - We behave with dignity, fairness, and acceptance. We thrive by prioritizing empathy, humility, and connection to our collective community.

We are Amplifiers - We invest in driven, diverse and experienced professionals, businesses and partners. We fuel the entrepreneurial spirit by providing autonomy, authority and a clear mission.

We Are Open-Minded - We communicate with intention, curiosity, and diversity of thought. By actively contributing with courage and candor, we challenge the status quo and innovate together.

We Are Accountable - We own responsibility for our outcomes. We set expectations, embrace critique, and empower every employee to take immediate actions on challenges they encounter.

We Value Our People - That's why we offer competitive benefits, including medical, dental, vision, Flexible Spending Accounts (FSA), 401k matching, and wellness programs. We invest in training, mentorship, and career development to empower our employees to reach their full potential. Our commitment to culture and excellence has earned us recognition as one of Aviation Business News' Best Places to Work in Aviation.

As a team member at FDH Aero you are trusted to deliver, to innovate, and to drive next-generation solutions for tomorrow's supply chain demands. Ready to make an impact? We proudly pursue top talent with a diverse and global set of experiences and backgrounds.

We Are Looking For

The Manager, Customer Operations is responsible for overseeing and managing all aspects of customer programs. They will play a crucial role in driving sales and ensuring customer satisfaction. This position requires a deep understanding of aerospace products, industry trends, excellent communication skills, and the ability to build and maintain strong relationships with customers. The Manager, Customer Operations collaborates with various departments to meet customer needs and achieve business goals.

What You'll Do (Responsibilities)

• Build and maintain strong relationships with aerospace customers
• Manage Long Term Agreements (LTA) in quantum
• Coordinate procurement/replenishment efforts and more for LTAs
• Act as the main point of contact for key accounts, addressing their inquiries and concerns promptly
• Regularly engage with customers to understand their needs, provide updates on products, and gather feedback
• Oversee the execution of customer programs from inception to completion
• Generate KPI data
• Update Customer forecasts
• Monitor program timelines, budgets, and deliverables, and make adjustments as needed
• Stay abreast of industry trends, competitor activities, and market conditions
• Conduct market research to identify potential customers and areas for business growth
• Provide regular reports on market intelligence to the leadership team
• Develop and manage budgets for customer programs and sales initiatives
• Track expenses and report on financial performance to senior management
• Ensure compliance with industry regulations and standards
• Stay informed about changes in regulations that may impact customer programs
• Lead contract negotiations with customers, ensuring terms and conditions are favorable and aligned with company goals
• Monitor customer satisfaction levels and address any issues promptly
• Work proactively to enhance the overall customer experience and loyalty
• Collaborate with internal teams to ensure a seamless customer experience
• Provide training and support to the sales team regarding customer programs

What You Bring (Qualifications & Skills):

• Bachelor's degree in Business, Sales, Engineering, or a related field (MBA is a plus)
• Proven experience in aerospace sales, account management, or program management
• Strong understanding of aerospace products and industry regulations
• Excellent communication and interpersonal skills
• Demonstrated ability to develop and maintain strong customer relationships
• Proven track record of meeting or exceeding sales targets
• Strategic thinking and problem-solving skills
• Ability to travel as required

FDH Aero is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.