Strategic Account Manager (Defense)

Job Description

Job Description

Opportunity: Strategic Account Manager (Defense) Location: Sterling Heights, MI or Lima, OH

The Strategic Account Manager will participate in the management of operations and client relationships with a large and strategic defense customer. This role will also involve liaising between customers and cross-function internal teams to ensure the timely and successful delivery of our solutions according to customer needs.

RESPONSIBILITIES

• Lead quality and continuous improvement initiatives across the strategic account, partnering with operational leaders in the USA, UK, and Canada to improve service performance, consistency, and customer satisfaction.
• Apply Lean Six Sigma methodologies to identify process gaps, reduce variation and waste, and deliver measurable improvements in quality, productivity, and cost.
• Partner with operations and quality teams to investigate service failures and nonconformances, conduct root cause analysis, and implement corrective and preventive actions to prevent recurrence.
• Establish and monitor quality and continuous improvement KPIs, incorporating performance trends, corrective actions, and improvement results into Monthly and Quarterly Business Reviews.
• Develop and prioritize improvement projects based on customer requirements, operational performance, and business impact; define objectives, timelines, ownership, and measurable outcomes.
• Collaborate with internal teams and the customer to standardize best practices, strengthen process controls, and sustain improvements across locations.
• Collaborate with the operations team to ensure efficient and effective coordination of operational changes, as well as minimize impact on business processes.
• Ensure the timely and successful deliver of solutions according to customer needs and objectives.
• Counsel operations team on meeting the SLA commitments and development of intake proposals, as well as assist in operational planning against budgeted commitments.
• Work with operational leaders across the USA, UK & Canada.
• Work with operations team to forecast future skill needs to acquire and develop a workforce with the appropriate mix of business knowledge, technical skills, and competencies.
• Provider leadership, coaching, and direction as it pertains to policies and procedures.
• Manage the content of the Monthly and Quarterly Business Reviews working with internal partners to ensure professional quality documents are deliver to the client.
• Build and maintain relationships with the client to develop a clear understanding of the business' needs, ensuring cost-effective delivery of services.
• Be an advocate of the client balancing the current and future needs of the client and contractual commitments of the company.
• Achieve objectives through collaboration and influencing rather than directives.
• Travel to sites in Canada, US, and UK as required.
• Lead quality and continuous improvement initiatives across the strategic account, partnering with operational leaders in the USA, UK, and Canada to improve service performance, consistency, and customer satisfaction.
• Apply Lean Six Sigma methodologies to identify process gaps, reduce variation and waste, and deliver measurable improvements in quality, productivity, and cost.
• Partner with operations and quality teams to investigate service failures and nonconformances, conduct root cause analysis, and implement corrective and preventive actions to prevent recurrence.
• Establish and monitor quality and continuous improvement KPIs, incorporating performance trends, corrective actions, and improvement results into Monthly and Quarterly Business Reviews.
• Develop and prioritize improvement projects based on customer requirements, operational performance, and business impact; define objectives, timelines, ownership, and measurable outcomes.
• Collaborate with internal teams and the customer to standardize best practices, strengthen process controls, and sustain improvements across locations.

SKILLS & EXPERIENCE

• Strong hands-on experience applying Lean Six Sigma methodologies, including DMAIC, root cause analysis, process mapping, and statistical analysis, within a manufacturing, logistics, or supply chain environment. 
• Demonstrated success leading cross functional improvement projects that deliver measurable gains in quality, service performance, productivity, and cost.
• Experience developing quality metrics, implementing corrective and preventive actions, and establishing process controls to sustain improvements.
• Ability to translate operational data into actionable recommendations and communicate improvement priorities and results to customers and senior leaders.
• Lean Six Sigma Black Belt certification preferred
• 5-8 years' Client/Vendor Relationship Management experience with strong negotiating skills
• 3-5 years' experience in manufacturing supply chain environment
• Experience applying conflict resolution techniques to prevent and mitigate issues.
• Experience working effectively and collaboratively with employees at all levels/areas of the organization.
• Strong business acumen and knowledge of business concepts, including strategy development and financial analysis.
• Strong MS Office skills.
• Experience working with ERP and WMS systems and with projects involving system integration.
• Strong analytical and problem-solving skills.
• You align team members through clear articulation of direction and expectations.
• You deliver on accountabilities through a reasonable appropriation of time and resources.
• You apply critical thinking an analytical skills when problem solving.
• You utilize tools and processes effectively to support people and business operations.
• You can build professional business cases and present them to gain support and approval from internal and external stakeholders.
• Must be US Passport holder with the ability to maintain security clearance
• Prior military service preferred.
• Strong hands-on experience applying Lean Six Sigma methodologies, including DMAIC, root cause analysis, process mapping, and statistical analysis, within a manufacturing, logistics, or supply chain environment.
• Demonstrated success leading cross-functional improvement projects that deliver measurable gains in quality, service performance, productivity, and cost.
• Experience developing quality metrics, implementing corrective and preventive actions, and establishing process controls to sustain improvements.
• Ability to translate operational data into actionable recommendations and communicate improvement priorities and results to customers and senior leaders.
• Lean Six Sigma Black Belt certification preferred.

EDUCATION

• Bachelor's Degree in a related field

Why Join Us

• Work in an environment where safety is our first priority
• The opportunity to build a career with a growing company
• Comprehensive benefits including medical, dental and vision
• Life and disability insurance
• Wellness programs to support your family’s well-being
• A 401(k) plan with company match
• Company team wear allowance
• Company sponsored social events
• Community volunteering