Senior Customer Program Manager (Aviation & Aftermarket)

Migdalia Ortiz

SENIOR CUSTOMER PROGRAM MANAGER

Tel: 631-***-****

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PROFESSIONAL SUMMARY

Senior Customer Program Manager with 12+ years of experience in Aviation and Aerospace, leading complex customer programs, aftermarket operations, strategic accounts, and cross-functional initiatives. Experienced in managing high-priority customer programs, driving issue resolution, coordinating cross-functional teams, and delivering against customer commitments and business goals. Proven success in improving operational performance, reducing backlog and turnaround time, increasing program profitability, and strengthening customer relationships. Recognized for collaborative leadership, customer advocacy, and the ability to drive results in complex, fast-paced environments Experience:

StandardAero

Senior Customer Program Manager, San Antonio, TX

July 2025-Present

● Manage a multi-customer portfolio averaging 30 engines in WIP, owning program execution, customer commitments, performance reporting, and executive-level customer communication.

● Reduced average engine TAT from 432 to 338 days, achieving a 94-day (22%) reduction through cross- functional program leadership, performance management, and process improvements.

● Increased program margin from -14% to +1%, delivering a 15-point improvement through program baseline reviews, forecasting, performance monitoring, and cross-functional accountability.

● Lead end-to-end program delivery, coordinating Operations, Engineering, Quality, Supply Chain, Finance, and Sales to align operational performance with customer and business objectives.

● Manage customer escalations, risks, and performance issues, driving cross-functional action plans and timely resolution while maintaining customer commitments.

● Support contract review, management, and administration, ensuring program execution aligns with contractual requirements, customer commitments, and business objectives.

● Provide leadership and direction to Customer Account Leaders, driving program execution, customer satisfaction, and strategic account performance.

● Partner with Sales and functional leadership to develop customer strategies, manage program priorities, and strengthen long-term customer relationships.

● Develop and implement standardized program processes, reporting, and tools to increase accountability, visibility, forecasting accuracy, and execution.

GE Aerospace

Lead Program Manager, Bohemia, NY

March 2023- July 2025

● Directed three strategic customer accounts supporting end-of-life product lines, prioritizing repair demand and aftermarket support to sustain the operational readiness of legacy fighter aircraft and helicopters.

● Served as a primary customer point of contact, leading program strategy, issue resolution, and cross- functional program delivery to strengthen customer relationships and satisfaction.

● Developed and tailored RFQ proposals in partnership with cross-functional teams, contributing to a 97% increase in win rate.

● Led backlog recovery and delivery improvement initiatives, aligning resources, supplier performance, and production priorities to achieve an 86% reduction in backlog.

● Managed program schedules, milestones, risks, scope, and customer commitments, leading recovery plans and corrective actions to maintain on-time delivery. GE Aerospace

Lead Customer Service Order Fulfillment Specialist, Clearwater, FL May 2019- March 2023

● Managed a diverse portfolio of domestic and international customers across Civil 787 and RADS Civil/Military platforms, driving a 94% customer satisfaction.

● Served as the primary customer liaison, managing repair orders, regulatory compliance, and contract review that streamlined operations.

● Built strong customer relationships to anticipate needs, resulting in improved aircraft utilization and a 55% increase in forecast accuracy.

● Created comprehensive SOP (Standard Operating Procedures) documentation and designed training materials for both current and future employees.

GE Aerospace

Customer Service Order Fulfillment Specialist, Bohemia, NY May 2014- May 2019

● Directed the entire order fulfillment process, ensuring 100% accuracy and timely delivery in line with customer and business objectives.

● Produced and audited repair orders to guarantee compliance with contractual and quality standards, reducing errors by 96%

● Drove aftermarket repairs initiatives by implementing targeted customer engagement strategies, resulting in an increase in quarterly revenue.

Education:

Farmingdale State College Expected Graduation: December 2027 Bachelors in Business Administration

Skills:

Program Manager Customer Program Management Customer Success Executive Customer Engagement Cross- Functional Leadership Contract management Vendor Management

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