Director of Customer Service and Program Management

Summary

The Director of Customer Service and Program Management plays a crucial role in ensuring customer satisfaction through proactive management and effective problem resolution. This includes overseeing the customer service team across ten global Repair & Overhaul sites, maintaining program service levels, and ensuring consistent communication with customers. Additionally, the Director is responsible for analyzing customer metrics to identify areas for improvement and recommending strategies to enhance the customer experience.

About the Client:

Our client is a rapidly expanding FAA authorized aviation service provider with a footprint spanning ten locations, globally. Since its inception in the late 1980s, the company has been distinguished by its team of highly skilled and seasoned professionals, consistently exceeding goals while prioritizing people. Offering competitive salaries, industry-leading benefits, and fostering a culture of continuous improvement and career advancement within the Aircraft Maintenance Industry, we welcome individuals who resonate with our values to join our dynamic team.

Responsibilities

• Strategic Leadership

  • Establish and implement key strategies for nine customer service managers.
  • Ensure compliance with all company standard practices and policies.

• Customer Relationship Management

  • Develop and maintain strong working relationships with key customers, including purchasing, logistics, stores, maintenance, and administration staff.
  • Serve as a liaison to other business areas and act as the bridge between management and your team.

• Operational Oversight

  • Lead a team of front-line customer service agents responsible for client handling.
  • Collaborate with the EVP, VP of Sales, Sales Team, and Operations Team to ensure compliance with all customer contracts and logistics requirements.
  • Ensure site coverage is maintained.

• Team Development

  • Provide coaching, feedback, and annual performance reviews.
  • Conduct formal corrective actions and peer coaching based on best practices.

• Communication and Coordination

  • Attend and lead SIOP meetings, team meetings, and other forums.
  • Facilitate effective communication within the team and across departments.

• Performance Analysis and Improvement

  • Analyze customer metrics to

identify areas for improvement and recommend strategies to enhance the customer experience.

What You’ll Bring

• Experience and Education

  • At least 5+ years of experience in customer service or a related field.
  • MUST have experience in one of the following company types, MRO/OEM/Broker/Supplier/FAA 145 OR an airlines component operations.
  • Knwledge of the commercial aviation MRO industry with contacts.
  • 145 repair shop understanding.
  • Bachelor’s degree in Business, Communications, or a related field preferred.
  • Managerial experience is essential.

• Skills and Attributes

  • Self-motivated, driven, and proactive in enhancing the customer experience.
  • Well-organized and detail-oriented, with the ability to manage multiple projects simultaneously and meet deadlines.
  • Effective communicator with strong interpersonal skills.
  • Team player with a collaborative mindset.

• Technical Proficiency

  • Proficient in MS Office and ERP systems (Quantum experience preferred).

• Industry Knowledge

  • Experience in Repair and Overhaul within the aviation industry.