BTA Business Operations & Customer Experience Manager

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Mgr BTA Business Operations & Customer Experience

Bell Training Academy (BTA) - Fort Worth provides the majority of Bell's Global Training capacity and expertise. This role will be responsible for the day-to-day support and annual planning of operations in our North American location as well as continuous improvement to customer experience and growth through business development and sales. The role will lead a team of administrative staff and specialists while integrating with key internal BTA interfaces and external stakeholders throughout the Bell enterprise to drive the Bell Training Academy vision to make world class training more affordable, more accessible, and more effective leading to safer customer outcomes and higher mission success.

What you’ll be doing as a Mgr BTA Business Operations & Customer Experience

• Plan, integrate team inputs, and monitor performance against the Annual Operating Plan for BTA including profit and loss, overhead, and capital.
• Support General Manager for Strategic Business Review inputs and assigned special projects including but not limited to: business case development, negotiation of multi-year training agreements, portfolio evaluation, etc.
• Develop and maintain high quality relationships with key external stakeholders to BTA – sales, marketing, finance, contracts, CSS.
• Interface with pilot and technical training leadership to establish and maintain processes and communication channels that responsively optimizes customer scheduling requests within BTA business constraints.
• Lead and resource the team responsible for day-to-day administration and operations of the BTA including but not limited to: customer registration and scheduling, finance integration, recordkeeping.
• Monitor external market conditions and customer behaviors to anticipate and proactively respond to pricing pressure, geographic competition, and technology disruption.
• Coordinate student guide ordering (physical) and digital asset management/deployment (iPads).
• Manage, administer, and maintain BTA Learning Management System (SABA) and specialist(s).
• Lead and develop the team to drive exceptional customer service to BTA customers throughout the entire customer journey including interpersonal interactions with BTA team as well as tools, policies, and processes including, but not limited to: IT systems, Salesforce case response.
• Consolidate, analyze, and action customer survey feedback.
• Serve as primary interface to Bell facilities team for overall facility maintenance requests and follow-up.
• Facilitate IT/Classroom support for instructional staff and customers
• Coordinate external group utilization of BTA facilities (tours, STEM and recruiting events, etc.).
• Collaborate with marketing, aircraft sales, and aftermarket sales team to incentivize and capture demand across BTA offerings (published courses, a la carte courses, simulator dry and wet leasing, etc.).
  
  

Skills You Bring To this Role

• Team building and leadership
• Strong written and oral communications
• Customer focus mindset/conflict management
• Strategic planning
• Measuring and monitoring work
• Business planning and proposal development
  
  

What You Need To Be Successful

• Bachelor’s degree in business, Marketing, or Finance, Master’s degree preferred
• 10 years of related experience, with at least 5 years of experience in commercial aviation, operations, leadership, or customer service business
• SABA, SalesForce, SQL, strong knowledge of commercial helicopter customer base, and previous aerospace experience preferred
• Ability to exercise sound decision making while working under the pressure of deadlines & changing priorities
  
  

What we offer you in return

• You’ll be off every other Friday with our 9/80 work schedule
• 80 hours of Personal Time Off (PTO)
• 120 hours Vacation time
• 12-13 paid holidays per year
• 6 weeks parental leave
• Tuition reimbursement
• Competitive salary
• Comprehensive health insurance
  
  
  
  

• On-site clinic, pharmacy, physical therapy, and licensed counselor
• Access to more than 11 Employee Resource Groups
• And so much more
  
  

It’s time to make your mark on the future of aviation. Join us on this mission, and let’s make history together.

We are on a journey to amplify innovation, cultivate purpose and bridge experiences by fostering a culture that is driven by unique perspectives, voices and values.

Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR)., Non-U.S. persons selected must meet eligibility requirements for access to export-restricted information. , The ITAR/EAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

Recruiting Company

Bell Textron Inc.

Primary Location

US-Texas-Fort Worth

Job Field

Product Support

Schedule

Full-time

Job Level

Manager with Direct Reports

Job Type

Experienced

Shift

First Shift

Travel

Yes, 5 % of the Time

Relocation

Unavailable

Worksite

Onsite

Job Posting

02/20/2025, 10:07:00 AM