Position Summary

AGSE Tooling is seeking a strategic and results-oriented Sr. Director of Customer Operations to lead commercial operations, customer service, contract management, and pricing strategy initiatives that drive sales growth, operational excellence, customer satisfaction, and profitability.

This role serves as a key business leader responsible for overseeing customer service operations, managing customer and supplier agreements, developing pricing frameworks, and mitigating commercial risks. The Sr. Director of Customer Operations works closely with Sales, Operations, Engineering, Finance, and Executive Leadership to ensure customer requirements are effectively translated into profitable and executable business solutions.

The ideal candidate will bring extensive experience in customer operations, contract negotiation, pricing strategy, and commercial leadership within aerospace, manufacturing, defense, or other highly engineered industries.

Why Work Here

• Lead a critical function that directly impacts revenue growth, profitability, and customer satisfaction
• Partner closely with executive leadership on strategic business initiatives
• Influence pricing strategy, contract negotiations, and commercial decision-making
• Work with leading aerospace OEMs, MROs, airlines, and strategic suppliers
• Opportunity to build scalable processes that support company growth
• Join a growing aerospace tooling and ground support equipment manufacturer with a global customer base
• Competitive compensation package and leadership growth opportunities

Key Responsibilities

1. Customer Operations Leadership

• Lead and oversee customer service operations, including quote generation, order processing, and customer support activities
• Establish and improve commercial processes that drive efficiency and customer satisfaction
• Develop operational metrics and KPIs to measure team performance and customer service effectiveness
• Drive continuous improvement initiatives throughout the customer operations organization

2. Contract Management & Commercial Risk

• Draft, review, negotiate, and manage customer and supplier contracts
• Oversee purchase agreements, terms and conditions, NDAs, service agreements, and other commercial documents
• Manage the full contract lifecycle, including execution, obligations, change orders, renewals, and closeout
• Identify and mitigate commercial, legal, financial, and operational risks within contracts and proposals
• Support dispute resolution and contract claim management in collaboration with management and legal counsel
• Develop and improve contract templates, processes, and compliance controls

3. Pricing Strategy & Profitability

• Develop and maintain pricing models and frameworks aligned with business objectives
• Analyze market trends, customer data, and competitor pricing to support pricing decisions
• Conduct margin and profitability analysis to support revenue and growth goals
• Partner with Sales and Business Development teams to align pricing strategies with market opportunities
• Support proposal teams by reviewing bid terms and advising on contractual implications

4. Cross-Functional Collaboration

• Collaborate closely with Sales, Operations, Engineering, Finance, and Supply Chain teams
• Ensure technical, delivery, financial, and contractual requirements are properly communicated and executed
• Support customer negotiations and strategic business opportunities
• Ensure compliance with aerospace industry standards, customer requirements, and company policies

Requirements

Required

• Bachelor's degree in Business, Operations, Supply Chain, Law, Finance, or related field
• 10+ years of experience in customer operations, sales operations, contract management, or commercial leadership roles
• 10+ years of experience within manufacturing, aerospace, defense, industrial, or highly engineered product environments
• Strong experience negotiating complex commercial agreements and customer contracts
• Demonstrated success developing pricing strategies, profitability models, and commercial frameworks
• Strong understanding of commercial and government contracting practices
• Experience working with OEMs, Tier 1 suppliers, strategic partners, and large enterprise customers
• Ability to interpret engineering, procurement, and manufacturing documentation
• Excellent leadership, communication, and relationship-building skills
• Strong analytical, financial, and critical-thinking abilities

Preferred

• MBA, JD, or other advanced business degree
• Aerospace tooling, aviation, MRO, or ground support equipment experience
• Experience operating within an ISO 9001:2015 certified manufacturing environment
• Experience leading customer service, contract administration, or commercial operations teams
• Experience supporting global customers and international business operations

What Success Looks Like

• Improved customer satisfaction and operational responsiveness
• Strong commercial controls that minimize risk and protect profitability
• Effective contract negotiation and management processes
• Improved pricing strategies that support revenue growth and margin objectives
• Strong collaboration across Sales, Operations, Engineering, and Finance
• High-performing customer operations team with measurable results
• Successful management of customer relationships and contractual obligations

Compensation & Benefits

• Base Salary: $175,000 - $190,000
• Bonus: Annual bonus opportunity
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Tuition reimbursement
• Career development opportunities

Compensation is based on experience, education, and qualifications.

Work Environment

This role is on-site in Cincinnati, Ohio 45215. Occasional travel may be required to support customer meetings, contract negotiations, supplier visits, and strategic business initiatives. Employees work primarily in an office environment while interacting regularly with customers, suppliers, and internal departments. Occasional visits to manufacturing or warehouse areas may be required. This role deals with international customers and vendors, and off hours may be required at times. Physical requirements include sitting, standing, walking, and lifting up to 25 pounds.

Pay: $150,000.00 - $190,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Will you now or in the future require employer sponsorship for employment visa status (e.g., H-1B, TN, E-3, O-1, etc.)?
• How many years of experience do you have leading customer operations, commercial operations, contract management, or sales operations teams?
• Have you negotiated and managed complex commercial contracts with customers, suppliers, OEMs, or strategic partners?
• Have you led cross-functional teams involving Sales, Operations, Finance, Engineering, Customer Service, or Supply Chain?
• What is the largest customer service, commercial operations, or order management team you have directly managed?

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 10 years (Preferred)
• Aerospace or Aviation: 5 years (Preferred)

Ability to Commute:

• Cincinnati, OH 45215 (Preferred)

Work Location: In person