Customer and Quality Engagement Specialist (Senior or Lead)

Customer and Quality Engagement Specialist (Senior or Lead)

The Boeing Company is currently seeking a Customer Support and Operations Specialist (Senior or Lead) to join the team in Ridley Park, PA; Berkeley, MO; Arlington, VA; El Segundo, CA; Houston, TX; Huntington Beach, CA; Huntsville, AL; Mesa, AZ; Oklahoma City, OK; San Antonio, TX; Plano, TX; Seal Beach, CA; or Seattle, WA.

The selected candidate is responsible for leading the operations support and quality engagement for post-deployment application support of the Boeing Defense Systems Sapphire Digital Platform: A set of integrated enterprise services supporting program operations across BDS comprising of Enterprise Resource Planning (ERP), finance, supply chain and procurement), Manufacturing Operations Management (MOM) and Product Lifecycle Management (PLM) systems. The candidate will report to the Sr Manager of Program Support and Sustainment in the Sapphire Delivery organization and partner day-to-day with delivery leaders. Integrated Product Teams (IPT), functional support teams, end users, and IT development teams.

The Customer & Quality Engagement Lead plays a critical role in connecting program delivery execution with quality performance to ensure products and processes meet customer, regulatory, and compliance requirements. The position will lead and coordinate across program sustainment leaders to improve execution, strengthen compliance, and drive measurable operational performance across the organization.

This role ensures continuous system availability & customer support, optimal performance, and alignment with business objectives. You will be part of the delivery team to support deployment and sustainment operations, system enhancements, and user adoption strategies while collaborating with Information Technology (IT) and business stakeholders to sustain business continuity and process efficiency.

Position Responsibilities:

• Support the development and execution of strategies for Sapphire optimization, performance monitoring, and preventative maintenance
• Support the implementation of best practices in Sapphire governance, documentation, and knowledge management to ensure long-term sustainability
• Identify, evaluate, and recommend process improvements, automation opportunities, and technology innovations to enhance Sapphire efficacy
• Lead engagement activities across programs and product support functions to ensure alignment on priorities, deliverables, and risks
• Coordinate program reviews, quality checkpoints, and stakeholder communications
• Monitor program quality performance metrics, quality trends, and corrective action progress
• Ensure compliance with internal standards, customer requirements, and applicable regulatory requirements
• Facilitate cross-functional collaboration to remove barriers and improve execution
• Support audits, assessments, and readiness activities as needed
• Escalate risks, gaps, and performance concerns in a timely manner

Basic Qualifications (Required Skills/Experience):

• Bachelor's Degree or higher
• 5+ years of experience with Product Lifecycle Management (PLM) and Configuration Management systems, Change Management, and PLM Processes and Tools
• 5+ years of experience in a customer facing role engaging with internal and/or external customers
• 5+ years of experience leading a cross-functional team
• 5+ years of experience leading large-scale IT transformation projects
• 5+ years of experience in post-implementation support, help desk & hyper-care operations, system sustainment, and upgrade management
• 5+ years of experience with business processes across finance, supply chain, and engineering and production
• Capable of traveling up to 30% of the time

Preferred Qualifications (Desired Skills/Experience):

• 10+ years' related work experience or an equivalent combination of education and experience
• Professional certification in PMP, Agile, Lean, Six Sigma, or related discipline.
• Experience in ERP, MES and PDM platforms such as SAP, Siemens OPCENTER and TEAMCENTER, or similar
• Experience in program management, quality assurance, operations, or related discipline
• Experience with IT service management frameworks
• Experience with data governance, reporting, and analytics tools to provide actionable Insights
• Experience with change management and organizational adoption methodologies
• Experience managing multiple priorities and driving continuous improvement initiatives
• Excellent communication, collaboration, and stakeholder management skills