Manager, Customer Delivery 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 The Manager, Customer Delivery Experience (CDX) leads the organization responsible for protecting and improving delivery outcomes for strategic customers. The role translates customer requirements and business priorities into actionable supply chain strategies, leads a team of CDX professionals, establishes performance and escalation governance, and drives cross-functional resolution of complex delivery risks. The manager builds a scalable, customer-centric operating model through standardization, analytics, digital enablement, and continuous improvement. Key Responsibilities: CDX Strategy & Customer Partnership · Define and execute the CDX strategy in alignment with business, commercial, customer, and supply chain priorities. · Translate customer segmentation and value propositions into differentiated engagement and service models. · Serve as the senior supply chain contact for strategic customer delivery topics and complex escalations. · Partner with Sales, Customer Care, and customer program teams to align commitments, priorities, and recovery plans. · Represent delivery performance in executive customer reviews, QBRs, and other strategic engagements. Team Leadership & Capability · Lead, coach, and develop Customer Delivery Experience Advocates and Customer Supply Managers across regions. · Establish clear roles, decision rights, performance expectations, and accountability within the CDX organization. · Build capability in customer engagement, supply chain analytics, escalation management, structured problem-solving, and executive communication. · Manage customer coverage and team capacity based on segmentation, complexity, business value, and risk. · Drive talent development, succession readiness, onboarding standards, and knowledge sharing. Delivery Performance & Risk Management · Own governance for customer delivery metrics, including OTD, LTE, LTA, STR, PDTD, backlog health, and relevant customer-specific indicators. · Establish performance reviews, escalation thresholds, recovery-plan expectations, and action-tracking discipline. · Drive early identification, communication, mitigation, and escalation of customer delivery risks. · Lead resolution of high-impact issues spanning planning, factories, distribution centers, Logistics, Quality, and commercial teams. · Provide leadership with concise visibility to customer impact, trade-offs, decisions required, owners, and recovery status. Operating Model, Improvement & Digital Enablement · Establish and continuously improve CDX governance, customer coverage, escalation pathways, and stakeholder interfaces. · Standardize weekly, monthly, and quarterly reporting, risk reviews, action management, and follow-up routines. · Define interfaces and decision rights across CDX, Sales, Customer Care, Planning, S&OE,…