Overview Pratt & Whitney Canada (P&W; Canada) is a global aerospace leader headquartered in Longueuil, Quebec. We design and manufacture next-generation aircraft engines powering a large fleet of business, general aviation, regional aircraft and helicopters. We strive to push propulsion technology to improve flight efficiency and reliability.
Role Position: Customer Satisfaction Manager. You will strengthen customer loyalty, improve service quality, and drive initiatives across the organization. Work with senior leadership and cross-functional teams to influence strategic decisions and lead continuous improvement to support and engage customers. This is a full-time on-site role in Longueuil.
What you will do Strategy Development: Collaborate with senior management to develop and implement 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 address customer issues in a timely and effective manner to ensure swift resolution and customer delight.
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 align with standards and values.
Cross-Functional Collaboration & Governance: Lead customer experience governance models by driving cross-functional collaboration among Customer Operations, Customer Commercial Support, Sales, Marketing, and Quality; align stakeholders, track actions to closure, ensure accountability.
Performance Monitoring: Establish dashboards with KPIs to measure customer satisfaction, track trends, and identify improvements.
Customer Advocacy: Act as primary advocate for customers in decision-making processes.
Reporting and Compliance:



Lead satisfaction reporting forums and participate in compliance audits to adhere to standards and regulations.
Supplier & Vendor Management: Manage relationships with external suppliers and research partners supporting surveys 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 experience in customer service functions.
Proven experience in customer service management or related role in the aerospace industry.
Solid analytical skills with ability to interpret data and translate insights into actionable strategies.
Excellent communication and interpersonal skills.
Demonstrated leadership abilities and ability to collaborate across departments.
Proficiency in CRM software and other relevant tools.
Commitment to delivering exceptional customer experiences and driving continuous improvement.
Self-motivated with ability to work with minimal supervision.
Strong collaboration skills with globally distributed and multicultural teams.
May require occasional travel.
This position is part of a French-speaking work environment; requires very good knowledge of English to read/understand daily documentation and technical terms; ability 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
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
Hiring and compliance Employment is contingent upon successful completion of criminal background checks and any applicable clearances with respect to handling and transfer of controlled goods.

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📌 Customer Satisfaction Manager (Quebec City)
🏢 Pratt & Whitney
📍 Quebec City