Customer Experience Manager

Summary and Objective

The Customer Experience Manager Oversees the project managers and the communication with the customers. Responsible for all facets of the customer's satisfaction in regard to their Aircraft once it is complete.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Build Strong Relationships: Establish and maintain open communication with customers throughout their service experience, ensuring they feel informed and valued.
• Project Oversight: Track the progress of aircraft maintenance, providing customers
• with regular updates on timelines, status, and any potential challenges.
• Operational Support: Collaborate with Operations teams to optimize efficiency,
• ensuring tasks are completed within targeted goals and maintaining high-quality
• standards.
• Resource Coordination: Schedule and manage resources for service requests, ensuring
• a smooth flow of work and timely task completion.
• Daily Check-ins: Engage with Crew Chiefs and Team Leads to address any open issues,
• roadblocks, or necessary actions to maintain project schedules.
• Invoice Management: Ensure accurate and ethical invoicing practices, collaborating
• with the Invoice Specialist and Operations leaders to present final invoices to
• customers.
• Documentation: Maintain a standardized, accessible documentation system for all
• projects and provide timely updates to production control on any changes in work
• scope.
• Customer Follow-Up: Promptly close customer accounts within five days of service delivery and collect progress payments as required.

Skills and Abilities:

• Being a self-starter who is highly motivated with strong initiative
• Interpersonal skills with an emphasis on effective communication skills in both oral and written forms
• Accountability and having hard conversations
• Strong ability to problem-solve under pressure daily
• Ability to communicate clearly and effectively through phone, email, and personal correspondence
• Proficient knowledge of Microsoft Office Suites
• Proficient critical thinking and presentation skills
• Basic Understanding of Computer Applications and Data Entries.
• Ability to multitask, prioritize, and manage time effectively

Other cognitive processing

• Effective time management
• Memorization
• Reasoning and connecting ideas
• Adept quick learning
• Problem finding and solving
• Multi-tasking
• Detail orientation
• Attention to detail
• Focus on excellence
• Adaptability

Work Environment:

• This role requires working in a fast-paced aviation environment, collaborating with cross-functional teams.
• Some travel may be required to meet with customers or attend industry-related events.
• Flexibility in schedule may be necessary based on project demands.

Physical Requirements:

• Ability to see and hear clearly
• Ability to read, comprehend, and speak English clearly
• Ability to sit, stand, and walk for extended periods
• Ability to regularly lift/move up to 20 pounds

EEO statement

flyExclusive does not discriminate based on race, color, religion, sex (including pregnancy, sex stereotyping, gender identity, gender expression or transgender status), national origin, sexual orientation, physical or mental disability, age, protected genetic information, status as a parent, marital status, political affiliation, or retaliation based on prior protected EEO activity.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required education and experience

• Bachelor's degree in Business, Aviation Management, or a related field (or equivalent experience).
• 5 years of experience in customer service, project management, or aviation maintenance operations.
• Strong communication skills, with the ability to manage multiple projects simultaneously.
• Experience working in an MRO (Maintenance, Repair, and Overhaul) environment preferred.
• Proficiency in CRM systems, project management tools, and Microsoft Office Suite.
• Strong problem-solving abilities and a proactive approach to customer engagement.
• Knowledge of FAA regulations and industry best practices is a plus.
• Must be authorized to work lawfully in the United States, must provide two forms of Federal Identification.
• Candidates must successfully complete a comprehensive background check prior to employment. This includes verification of previous employment, education, criminal history, and any other relevant information necessary to determine the suitability for the position.