Customer Satisfaction Manager

About Pratt & Whitney Canada

Pratt & Whitney Canada (P&WC) is a global leader in aerospace innovation, proudly headquartered in Longueuil, Quebec, since 1928. We design and manufacture next-generation aircraft engines that power the world's largest fleet of business, general aviation, and regional aircraft and helicopters.

For nearly 100 years, our teams have been at the forefront of propulsion technology, pushing boundaries to make flight more efficient and reliable. Our engines support missions that truly matter, from transporting people and essential goods, to enabling emergency medical services, humanitarian operations, and wildfire suppression around the world.

An Employer of Choice

Pratt & Whitney Canada was named one of Canada's Best Employers for 2026 by Forbes, marking the 11th consecutive year the company has earned this recognition. Pratt & Whitney Canada also ranked #1 employer in the aerospace and defense industry in the country. In addition, our headquarters continues to be recognized among the top employers in the Montreal region. Together, these distinctions reinforce our reputation as an employer of choice in Montreal, across Canada, and around the world.

This is a full-time position from Monday to Friday with flexible hours, based in Longueuil, and performed exclusively on-site.

Why Join Our Team?

Join a customer-focused team where your ideas and leadership will directly shape exceptional client experiences. As a Customer Satisfaction Manager, you will play a key role in strengthening customer loyalty, improving service quality, and driving impactful initiatives across the organization. Working closely with senior leadership and cross-functional teams, you will have the opportunity to influence strategic decisions, lead continuous improvement efforts, and make a meaningful difference in how we support and engage our customers.

What will your day to day look like?

• Strategy Development: Collaborate with senior management to develop and implement comprehensive strategies to enhance customer satisfaction and loyalty.
• Customer Feedback Analysis: Collect, analyze, and interpret customer feedback through various channels, including surveys, reviews, and direct interactions.
• Issue Resolution: Proactively identify and collaboratively address customer issues and concerns in a timely and effective manner, ensuring swift resolution and customer delight.
• Process Improvement: Identify opportunities for streamlining and improving customer service processes, policies, and procedures to drive efficiency and effectiveness.
• Training and Development: Initiate and support the execution of training programs for customer-facing teams to enhance their customer service skills and ensure alignment with company standards and values.
• Cross-Functional Collaboration & Governance: Lead and support customer experience governance models by driving cross-functional collaboration (including Customer Operations, Customer Commercial Support, Sales, Marketing, and Quality), aligning stakeholders on priorities, tracking actions to closure, and ensuring accountability across the organization.
• Performance Monitoring: Establish MFA dashboard across the customer service with key performance indicators (KPIs) to measure and monitor customer satisfaction levels, track trends over time, and identify areas for improvement.
• Customer Advocacy: Serve as the primary advocate for customers within the organization, championing their needs and priorities in all decision-making processes.
• Reporting and Compliance: Lead customer satisfaction reporting forums and participate in compliance audits to ensure adherence to relevant standards and regulations.
• Supplier & Vendor Management: Manage relationships with external suppliers and research partners supporting customer survey and feedback initiatives, ensuring effective collaboration, delivery quality, and alignment with business objectives.

What you need to be successful

• Bachelor's degree in Business Administration, Engineering, Marketing, or related field. Master's degree or MBA preferred.
• Have at least 10 years experience in customer service functions.
• Proven experience in customer service management or a related role in aerospace industry.
• Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
• Excellent communication and interpersonal skills.
• Demonstrated leadership abilities and the capacity to collaborate effectively across departments.
• Proficiency in CRM software and other relevant tools.
• Commitment to delivering exceptional customer experiences and driving continuous improvement initiatives.
• Be highly motivated and able to work with minimum supervision.
• Strong collaboration skills with globally distributed and multicultural teams.
• May require some occasional travel.

This position is part of a French-speaking work environment; it requires a very good knowledge of English to read and understand, on a daily basis, documentation and technical terms that may emanate from international organizations, as well as to write and communicate in English with customers, suppliers or international colleagues.

What do we offer?

• Pension and savings plan with employer contributions
• Group insurance program
• Opportunities for advancement (career progression)
• Merit or recognition program
• Health and wellness program, including virtual health care
• Recreational and sports club
• Nearby daycares
• Transportation accessibility or public transit program and free parking

Working at Pratt & Whitney Canada

The masculine pronoun is used without discrimination and solely for the purpose of making the text easier to read. We will consider applications from all qualified candidates.

At Pratt & Whitney Canada, we combine passion, boldness, and precision to design, manufacture, and maintain the most advanced and reliable aircraft engines in the world. Our work and the quality of our products contribute to the success of our customers, who in turn save lives, support commerce, connect communities, and protect freedoms.

The selected candidate will be required to complete a criminal background check and any applicable clearances with respect to the handling and transfer of controlled goods. Employment is conditional upon the successful completion of these checks and obtaining the required clearances. Failure to do so will result in the withdrawal of the employment offer.