Strategic Scheduling Specialist

About FlightSafety International

FlightSafety International is the world’s premier professional aviation training company and supplier of flight simulators, visual systems and displays to commercial, government and military organizations. The company provides training for pilots, technicians and other aviation professionals from 167 countries and independent territories. FlightSafety operates the world’s largest fleet of advanced full-flight simulators and award-winning maintenance training at Learning Centers and training locations in the United States, Canada, France and the United Kingdom.

Purpose of Position

The Strategic Scheduling Specialist focused on streamlined and broadscale accounts will provide end-to-end scheduling oversight and act as the Scheduling expert for all FlightSafety internal/external customers, ensuring a best-in-class customer service experience. The Strategic Scheduling Specialist facilitates and impacts the coordination and execution of regulatory and operator training requirements between FlightSafety instructors and key customers and clients. This role will work interactively across the full Customer Support organization (Scheduling and Client Services), and will work closely with Sales Relationship Managers to optimize the key customer experience.

Tasks and Responsibilities

• Act as the dedicated resource and liaison in managing key customer/client scheduling process in accordance with operational procedures, specific training needs, and requirements that may impact schedule modifications
• Proactively engages and continuously communicates with critical cross-functional partners (i.e. Sales, Operations, Safety, etc.) to deliver a one-stop interface experience for key customers, including timely coordination of information and accuracy of schedule
• Understands and adheres to regulatory requirements, including country specific guidance, and verifies training objectives and documentation
• Proposes and/or implements process improvements to identify best practices and enhance productivity within a center of excellence framework
• Demand forecasting: synchronizes instructor schedules with negotiated training commitments to maximize throughput of program reservations
• Instructor assignments: determines which instructors are qualified and available to teach specialized programs and assigns instructors accordingly
• Issue resolution: determines and impacts a plan of action to execute schedule adjustments based on client, customer or instructor need
• Independently reworks training schedule based on ad-hoc needs and judgement calls
• Responsible for ensuring instructors remained qualified; manages instructor renewal timelines to safeguard timely training renewal with no disruption to teaching schedule
• Collaborates closely with Client Services team to enrich the interactive success of the Customer Support department
• Coordinate and manage all aspects of key client training schedules including customized needs, requirements, resource support, and/or ad-hoc modifications
• Understand FlightSafety’s suite of products and services to offer customers additional training, when available, to enhance the overall training experience and further generate sales and revenue
• Develop and/or maintain departmental Key Performance Indicators (KPIs) and metrics for key customers
• May perform other duties as assigned

Minimum Education

• Bachelor’s degree preferred or four (4) years’ related experience; or equivalent combination of education and experience.

Minimum Experience

• Four (4) to five (5) years’ experience in related field such as executive account management, customer service, client experience, scheduling and/or logistics coordination.
• Experience handling key or high-profile accounts contributing to impactful business revenue
• Preferred knowledge of aviation industry, such as aviation terminology, FARs, and prerequisites for FlightSafety International courses, as specified by FAA/NAA regulations.

Knowledge, Skills, Abilities

• Excellent customer service skills
• Excellent verbal and written communication skills
• Excellent time management skills with the ability to prioritize and/or pivot tasks in a fast-paced environment and 24/7 operation
• Critical thinking skills and independent motivation; uses logic and reasoning to identify pros and cons of alternative solutions
• Demonstrated capability to gather and analyze data to assess trends and solve complex problems
• Excels at navigating a matrixed organization to deliver a seamless and exceptional customer experience
• Strong ability to identify opportunities for growth within key customer account base, and collaborate with