Director, Program Customer Management

Bombardier Transportation GmbH; Dorval; Hybrid; CAD 150,000 - 220,000; Full time

Benefits offered by this job

Flexible work policy

Comprehensive benefits program

Insurance plans; retirement savings; E

Job summary

Bombardier Transportation GmbH in Canada seeks a Director, Program Customer Management to lead customer-request management across aircraft platforms, collaborating with Sales and Finance to deliver competitive, executable solutions.

You will drive governance, pricing strategies, cross-functional collaboration, and continuous improvement while building a high-performing team and fostering a customer-centric culture.

Qualifications

• University degree in Engineering, Business Administration, or related field.
• 15+ years in aerospace industry; experience in aerospace innovation is a strong asset.
• Fully bilingual in English and French.

Responsibilities

• Authorize release of aircraft-specific configuration profiles for pre-production and production activities.
• Lead the team responsible for managing customer requests across all aircraft platforms, from intake to delivery.
• Partner with Sales to understand commercial priorities, shape response strategies, and support business development opportunities.
• Orchestrate cross-functional assessments of feasibility, costs, schedules, risks, and implementation strategies.
• Develop pricing, margin, and proposal recommendations with Finance and Programs.
• Align and mobilize stakeholders across Engineering, Manufacturing Engineering, Supply Chain, Finance, Product Planning, and Operations.
• Establish governance for request prioritization, approval, escalation, and tracking.
• Define, monitor and report KPIs related to responsiveness, quality, profitability, volume and conversion rates.
• Provide transparent communication to Sales and senior leadership regarding request status and risks.
• Lead continuous improvement and digital transformation initiatives in customer request management.
• Build a high-performing and engaged team with clear objectives and succession planning.
• Foster a customer-centric culture focused on collaboration, accountability, innovation, inclusion, and operational excellence.
• Represent the Customer Request Management function in governance forums and executive reviews.

Skills

Strategic leadership

Stakeholder management

Cross-functional collaboration

Process improvement

Business development

Data analysis

Education

Engineering degree

Business Administration

Job description

When applicable, Bombardier promotes flexible and hybrid work policies.

At Bombardier, we design, build and maintain the world’s peak-performing aircraft for the world’s most discerning people and businesses, governments and militaries. We have been successful in setting the highest standards by putting our people at the heart of it all, and defining excellence, together.

Working at Bombardier means operating at the highest level. Every day, you are part of a team that delivers superior experiences and products, pushing the boundaries of what's possible in our industry and beyond. By prioritizing employee growth and development, we empower everyone to reach their full potential on their own terms, because the best work happens when you are free to be yourself and share your unique expertise.

With our employees’ well-being top of mind, we offer a comprehensive and competitive Benefits Program, which includes the following:

• Insurance plans (Dental, medical, life insurance, disability, and more)
• Retirement savings plan
• Employee Assistance Program

What are your contributions to the team?

• Authorize the release of aircraft-specific configuration profiles required to initiate pre-production and production activities in accordance with customer specifications.Lead the team responsible for managing customer requests across all aircraft platforms, from initial requirements intake through to the delivery of clear, competitive, and executable solutions.
• Serve as a strategic partner to Sales and customer-facing teams to understand commercial priorities, shape response strategies, and support business development opportunities.
• Orchestrate cross-functional assessments of technical feasibility, costs, schedules, risks, and implementation strategies to enable timely and informed decision-making.
• Ensure the profitability of customer requests by developing pricing, margin, and proposal recommendations in collaboration with Finance and Program teams, while maintaining alignment with company policies and business objectives.
• Align and mobilize key stakeholders, including Engineering, Manufacturing Engineering, Supply Chain, Finance, Product Planning, and Operations, to deliver integrated and achievable customer solutions.
• Establish and maintain a robust governance framework for request prioritization, approval, escalation, and tracking, with clear accountability, decision rights, and ownership.
• Define, monitor, and report on key performance indicators related to responsiveness, quality of deliverables, profitability, request volume, and conversion rates.
• Provide transparent communication to Sales organizations and senior leadership regarding request status, critical issues, required trade-offs, risks, and customer commitments.
• Lead continuous improvement and digital transformation initiatives to enhance the speed, traceability, standardization, and overall effectiveness of customer request management processes.
• Build and develop a high-performing and engaged team through clear objectives, talent development, succession planning, empowerment, and continuous enhancement of technical and commercial expertise.
• Foster a customer-centric culture focused on collaboration, accountability, innovation, inclusion, and operational excellence.
• Represent the Customer Request Management function in governance forums and executive reviews, providing recommendations on priorities, business opportunities, performance, and strategic direction.

How to thrive in this role?

You hold a university degree in Engineering, Business Administration, or a related field, or possess an equivalent combination of education and professional experience.

You are a self-starter with the ability to identify, develop, and execute projects with minimal supervision.

You are passionate about business aviation, customer experience, and continuously pushing the boundaries of innovation and performance.

You have more than 15 years of experience in the aerospace industry; experience in aerospace innovation is considered a strong asset.

You are a collaborative leader who can effectively build networks and gain support from a broad range of functions across the organization.

You demonstrate a proven ability to establish and maintain strategic relationships and partnerships.

You have a strong track record of identifying opportunities and driving business process improvements.

You possess a solid understanding of configuration management and change management principles and processes within a manufacturing environment.

You have excellent analytical, written, and verbal communication skills.

You are fully bilingual in English and French.

Please note: You don’t need all the skills, knowledge, and experience listed to apply for this position. We’re not looking for the perfect candidate, we’re looking for great talent and passionate individuals.

Bombardier is an equal opportunity employer and encourages persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply.

Job Director, Program Customer Management

Primary Location Administrative Centre (CA)

OrganizationAerospace Canada

Shift Day job

Employee Status Regular

Requisition 15673 Director, Program Customer Management