Customer Satisfaction Manager

Date Posted:

Location: CA-QC-LONGUEUIL-J01

Pratt & Whitney Canada (P&W; Canada) is a global leader in aerospace innovation, headquartered in Longueuil, Quebec. The company designs and manufactures next‑generation aircraft engines that power the world’s largest fleets of business, general aviation, and regional aircraft as well as helicopters. P&W; Canada has been recognized as a top employer in Canada and the aerospace industry and offers a supportive, collaborative work environment.

This is a full‑time, Monday‑Friday position with flexible hours. The role is performed exclusively on‑site in Longueuil.

Why Join Our Team?

As a customer‑focused leader, you will directly shape exceptional client experiences, influence strategic decisions, drive continuous improvement, and make a meaningful impact on how we support and engage our customers.

Day‑to‑Day Responsibilities

- 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 surveys, reviews, and direct interactions.
- Issue Resolution – proactively identify and collaborate on resolving customer issues and concerns in a timely and effective manner.
- Process Improvement – identify opportunities to streamline and improve customer service processes, policies, and procedures.
- Training and Development – initiate and support training programs for customer‑facing teams to enhance service skills and alignment with company values.
- Cross‑Functional Collaboration & Governance – lead and support customer experience governance models, drive cross‑functional collaboration, and ensure accountability across the organization.
- Performance Monitoring – establish an MFA dashboard with KPIs to measure and monitor customer satisfaction, track trends, and identify improvement areas.




- Customer Advocacy – serve as the primary advocate for customers, championing their needs in decision‑making processes.
- Reporting & Compliance – lead customer satisfaction reporting forums and participate in compliance audits.
- Supplier & Vendor Management – manage relationships with external suppliers and partners supporting customer survey and feedback initiatives.

What You Need to Be Successful

- Bachelor’s degree in Business Administration, Engineering, Marketing, or related field; Master’s degree or MBA preferred.
- At least 10 years of experience in customer service support functions.
- Proven experience in customer service management or a related role within the aerospace industry.
- Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
- Excellent communication and interpersonal skills.
- Demonstrated leadership and ability to collaborate effectively across departments.
- Proficiency in CRM software and related tools.
- Motivation to work independently with minimal supervision.
- Experience collaborating with globally distributed and multicultural teams.
- Ability to travel occasionally.

Benefits

- Pension and savings plan with employer contributions.
- Group insurance program.
- Opportunities for advancement and 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.

Equal Employment Opportunity Statement

Pratt & Whitney Canada is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to ethnicity, gender, sexual orientation, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

Language Requirements

The position is in a French‑speaking work workplace, requiring a very good knowledge of English for daily reading and communication with international customers, suppliers, and colleagues.

#J-18808-Ljbffr

📌 Responsable de la Satisfaction Client | Customer Satisfaction Manager (Longueuil)
🏢 Prattwhitney
📍 Longueuil