SCM Manager (Customer Experience)

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.

Job Overview

Develops and monitors the organization's supply chain strategy and collaborates with vendors and suppliers to ensure all operations meet quality and safety standards.

Job Requirements

Role Purpose

The Manager, Customer Delivery Experience (CDX) is responsible for safeguarding and enhancing delivery performance for strategic customers. This role converts customer requirements and business priorities into effective supply chain strategies, leads a team of CDX professionals, and drives cross-functional collaboration to resolve delivery risks and improve customer outcomes. The position also establishes scalable operating models through governance, digital enablement, analytics, and continuous improvement.

Key Responsibilities

1. Customer Strategy & Partnership

Develop and execute the CDX strategy aligned with customer, business, and supply chain priorities.

Build differentiated customer engagement models based on customer segmentation and value.

Act as the primary escalation point for strategic customer delivery issues.

Partner with Sales, Customer Care, and customer program teams to align commitments and recovery plans.

Represent supply chain delivery performance in executive customer reviews and quarterly business reviews (QBRs).

2. Team Leadership & Capability Development

Lead, coach, and develop Customer Delivery Experience Advocates and Customer Supply Managers.

Define clear roles, responsibilities, decision-making authority, and performance expectations.

Strengthen capabilities in customer engagement, analytics, escalation management, problem-solving, and executive communication.

Optimize team capacity and customer coverage based on account complexity, business value, and risk profile.

Drive talent development, succession planning, onboarding, and knowledge-sharing initiatives.

3. Delivery Performance & Risk Management

Own governance of key customer delivery KPIs, including:

On-Time Delivery (OTD)

Line-Time Efficiency (LTE)

Line-Time Accuracy (LTA)

Schedule-to-Request (STR)

Past Due to Date (PDTD)

Backlog health

Customer-specific performance metrics

Establish escalation thresholds, review cadences, and recovery-plan governance.

Drive proactive identification, communication, mitigation, and escalation of delivery risks.

Lead resolution of critical issues involving Planning, Manufacturing, Logistics, Distribution, Quality, and Commercial teams.

Provide leadership with clear visibility into customer impacts, risks, decisions, and recovery plans.

4. Operating Model & Continuous Improvement

Establish and continuously improve CDX governance, customer coverage models, and escalation processes.

Standardize operational reviews, reporting, risk management, and action tracking.

Define effective interfaces and decision rights across Sales, Customer Care, Planning, S&OE, Manufacturing, Logistics, Quality, Finance, and Digital teams.

Identify systemic process gaps and champion improvements to strengthen delivery reliability and responsiveness.

Drive adoption of digital tools, dashboards, analytics, escalation management systems, and standard work practices.

Promote sustainable root-cause resolution rather than short-term expediting actions.

5. Cross-Functional Leadership

Build trusted partnerships across functions, regions, and organizational levels.

Facilitate decision-making when customer needs, capacity, inventory, and operational priorities conflict.

Translate complex supply chain data into clear business recommendations.

Foster shared accountability for customer delivery performance and timely closure of corrective actions.

What your background should look like

Qualifications & Experience

Required

Bachelor’s degree in Supply Chain Management, Business, Logistics, Industrial Engineering, Operations, or a related field.

Extensive experience in supply chain, customer delivery, planning, customer operations, or logistics within a multinational environment.

Proven leadership experience managing diverse and/or geographically dispersed teams.

Strong end-to-end supply chain expertise and experience resolving complex operational or customer issues.

Ability to translate data into business decisions, corrective actions, and executive-level communications.

SAP proficiency.

Professional fluency in English.

Preferred

Advanced degree (MBA or equivalent).

Experience with IBP, Power BI, or other advanced analytics platforms.

Experience working across cultures, regions, and time zones.

Strong customer-facing and stakeholder management capabilities.

Competencies

SET : Strategy, Execution, Talent (for managers)