Manager, Customer Delivery Experience

Job Overview

The Manager, Customer Delivery Experience (CDX) leads the organization responsible for protecting and improving delivery outcomes for strategic customers. The role translates customer requirements and business priorities into actionable supply chain strategies, leads a team of CDX professionals, establishes performance and escalation governance, and drives cross-functional resolution of complex delivery risks. The manager builds a scalable, customer-centric operating model through standardization, analytics, digital enablement, and continuous improvement.

Key Responsibilities:

CDX Strategy & Customer Partnership
· Define and execute the CDX strategy in alignment with business, commercial, customer, and supply chain priorities.
· Translate customer segmentation and value propositions into differentiated engagement and service models.
· Serve as the senior supply chain contact for strategic customer delivery topics and complex escalations.
· Partner with Sales, Customer Care, and customer program teams to align commitments, priorities, and recovery plans.
· Represent delivery performance in executive customer reviews, QBRs, and other strategic engagements.

Team Leadership & Capability
· Lead, coach, and develop Customer Delivery Experience Advocates and Customer Supply Managers across regions.
· Establish clear roles, decision rights, performance expectations, and accountability within the CDX organization.
· Build capability in customer engagement, supply chain analytics, escalation management, structured problem-solving, and executive communication.
· Manage customer coverage and team capacity based on segmentation, complexity, business value, and risk.
· Drive talent development, succession readiness, onboarding standards, and knowledge sharing.

Delivery Performance & Risk Management
· Own governance for customer delivery metrics, including OTD, LTE, LTA, STR, PDTD, backlog health, and relevant customer-specific indicators.
· Establish performance reviews, escalation thresholds, recovery-plan expectations, and action-tracking discipline.
· Drive early identification, communication, mitigation, and escalation of customer delivery risks.
· Lead resolution of high-impact issues spanning planning, factories, distribution centers, Logistics, Quality, and commercial teams.
· Provide leadership with concise visibility to customer impact, trade-offs, decisions required, owners, and recovery status.

Operating Model, Improvement & Digital Enablement
· Establish and continuously improve CDX governance, customer coverage, escalation pathways, and stakeholder interfaces.
· Standardize weekly, monthly, and quarterly reporting, risk reviews, action management, and follow-up routines.
· Define interfaces and decision rights across CDX, Sales, Customer Care, Planning, S&OE, factories, Logistics, Distribution, Quality, Finance, and digital teams.
· Identify systemic process gaps and sponsor improvements that increase responsiveness, visibility, and delivery reliability.
· Drive adoption of escalation applications, late-reason-code processes, dashboards, analytics, and standard work.
· Promote root-cause resolution and scalable prevention rather than reliance on short-term expediting.

Cross-Functional Leadership
· Build trusted partnerships across functions, regions, and organizational levels.
· Facilitate decisions when customer requirements, capacity, inventory, and operational priorities compete.
· Translate complex supply chain information into clear options, risks, and recommendations.
· Create shared accountability for customer delivery outcomes and timely closure of corrective actions.

Job Requirements

• Bachelor's degree in Supply Chain, Business, Logistics, Industrial Engineering, Operations, or a related field; advanced degree preferred.
• Extensive experience in global matrix manufacturing organizations with complex operations, demonstrating the ability to navigate cross-functional environments, drive alignment across regions, and lead initiatives within highly integrated manufacturing and supply chain networks.
• Significant supply chain, customer delivery, planning, customer operations, or logistics experience in a multinational environment.
• Demonstrated people-leadership experience with diverse or geographically distributed teams.
• Strong end-to-end supply chain knowledge and experience resolving complex customer or operational issues.
• Ability to convert data into decisions, corrective actions, and senior-level communications.
• Proficiency with enterprise supply chain and analytics tools; SAP experience required, with IBP or Power BI experience preferred.
• Ability to work across cultures, regions, and time zones; professional fluency in English.
Core Leadership Competencies:
• Customer-centric strategic leadership
• People development and accountability
• Structured thinking and problem-solving
• Influence without direct authority
• Executive communication and storytelling
• Change management and continuous improvement
• Ownership, urgency, and disciplined follow-through
• Adaptability across strategic and tactical priorities

#LI-Remote
Location: Hermosillo, Sonora.
Travel:10%-25%

What your background should look like

Generally requires Bachelors degree in appropriate field with 12 or more years of experience; or Masters degree with 10 or more years of experience; or PhD level with 6 or more years of experience; or local equivalent

Competencies