Director of Customer Experience & Integrated Quality Program Leader

Hutchinson; Bellevue, Northern (WA, KY); Hybrid; USD 180,000 - 200,000; Full time

Job summary

Hutchinson ADI seeks a director-level leader to standardize programs and tools for managing, tracking, and reporting across divisions and major customers. The role emphasizes playbook creation, training delivery, and driving rapid adoption to achieve on-time delivery and quality targets.

Based in Bellevue, WA, the role will oversee pilot initiatives and translate learnings into enterprise-wide frameworks, partnering with division GMs and plant leaders to drive continuous improvement.

Qualifications

• Define methods and training curriculum for managing, tracking, and reporting across Hutchinson ADI divisions and customers.

Responsibilities

• Define and deploy a Playbook and training curriculum for internal and customer-facing use.
• Ensure consistent execution across divisions to establish a ONE-ADI language.
• Drive adoption through engagement with division leaders and plant managers.
• Lead pilots for operational transparency and production readiness; translate results to scalable frameworks.

Skills

Program management

Training development

Quality assurance

Customer engagement

Leadership

Job description

This dynamic role will consist of the following key responsibilities:

Management, Tracking, Reporting and Communication with NA Customers (OEM’s & large Tier‑I’s) Experience & Playbook Leadership

1. Define methods, develop “Playbook” and training curriculum for managing, tracking, and reporting internally across Hutchinson ADI divisions and vis‑à‑vis customers, to meet the level expected by customers from top‑supplier and to provide internal and external clarity and visibility. Deploy and embed methods governing program reviews, production and rate readiness, and daily management reporting.
2. Ensure consistent execution across divisions and sites to constitute a ONE-ADI language while allowing flexibility for different products, customers, and programs (BTS, BTP, etc.)
3. Drive and monitor adoption and assimilation through sustained and coordinated engagement with division GMs, site leaders/plant managers. and other focal.
4. Repeat training of the divisions as necessary. Assist divisions to generate matrices, graphs and figures. Update material (playbook and training) to include the broadest NA customer span. Perform “train the trainers” for identified facilitators at the divisions.

Program Readiness, Tools & Transformation Execution

1. Develop and deploy standardized program review and production readiness tools and templates aligned with aerospace OEM expectations to best support effective and successful PMRs, PRAs, IRRs, and other contractual/operational requirements and obligations).
2. Lead and govern initial pilot initiatives focused on operational transparency, production readiness, and on‑time delivery.
3. Translate pilot outcomes into scalable frameworks for enterprise‑wide deployment across Hutchinson aerospace operations.

Quality Excellence Support & Customer Engagement

1. The main goal of this function is to provide the customers with an agile response at closest proximity when quality issues arise to establish Hutchinson ADI as world class in customer support. Help create a customer‑centric culture emphasizing transparency, On Time Delivery (OTD) & On Time Quality (OTQ) across the divisions.
2. Serve as a local senior interface for quality matters maintaining tight interfaces with divisions and providing feedback which can be transformed into continuous improvement efforts.

In this role the director will work closely in a matrical arrangement with divisions Quality leaders and with Hutchinson ADI’s.

Impact

This role integrates three major pillars critical to strengthen Hutchinson ADI’s position as a trusted, execution‑focused aerospace partner, improving customer confidence, accelerating production readiness, and enabling scalable growth across global OEM programs.

1. Assimilation of the “language” necessary to communicate effectively with the key customers (existing & future)
2. Ensuring successful audits and review with customers while streamlining efforts and burdens.
3. Serving as a local focal for Hutchinson ADI and divisions for quality matters with customers (and in the future with suppliers when needed)

This role is based in Bellevue Washington location: Locate candidates only

Salary dependent on experience and expertise range of 180,000 to 200,000