Manager, Customer Support and Services

Build an Aviation Career You’re Proud Of

Explore a career where you’re challenged and have access to exciting engineering projects that stretch your talents. You’ll design and create new systems and technologies to help solve complex aviation problems. Our expert team and supportive leaders give you the trust and independence to do your best work.

Nature & Scope of Position

The Manager, Customer Services is responsible for providing leadership within the Customer Programs group, managing our team of Airline Customer Account Leaders. This position will require the individual to establish and maintain tangible, world-class team culture and strong set of processes and standard work that focuses on fostering positive relationships with internal and external customers. 

This leader is also accountable to maintain the integrity of the company by ensuring all customer requests, both internal and external, are met and treated with integrity, the highest level of quality, and delivery, while maintaining both the customer’s and the company’s best interests and financial goals. 

Leadership Accountabilities

• Lead by Example: Ensure personal accountability and servant leadership, inspiring a culture of high performance by demonstrating StandardAero values in all transactions and interactions – excellence, integrity, respect, innovation, teamwork
• Sound Decision Making: Demonstrate decision making maturity to ensure that the best interests of customers, shareholders and employees are weighed appropriately, utilizing data, research, analysis, and learning from experience
• Accountability: Set clear expectations and hold one’s self and others accountable for their contributions
• Organizational Strategy and Design: Support the Customer Program Director in evolving and maintaining a long-term organizational design strategy to:
  • Recruit early career individuals to StandardAero through programs roles as entry point
  • Creating a program where time to competency is expedited and individuals can both contribute and add value quickly, feeling a sense of accomplishment and belonging,
  • Setup and enable individuals to advance to roles within and beyond the customer programs team, promoting strong succession planning and retention.

Communication 

• Conflict Management: Demonstrate effective conflict management and skillfully handle difficult interactions respectfully
• Stakeholder Management: Ability to communicate to varying levels of the organization, both internally and externally, including preparing and presenting projects, strategies, initiatives, etc. 
• Change Management: Support strategic communication and execution of organizational and transformation initiatives

Teamwork

• Coaching: Encourage and enable development by coaching and creating development plans for every employee, creating a culture of employee-focus and high-performance
• Performance Management: Assist/Coordinate/Develop annual performance appraisals with any direct reports, along with mid-year reviews and professional development plans
• Team Engagement: Develop a high-performance team by engaging employees, seeking their input and ideas, and following through on commitments and communicating effectively
• Cross-Functional Coordination: Collaborate with other departments to ensure that production demands are effectively being met, and collaborate with other leaders to optimize scheduling to meet customer commitments, establish and maintain lines of communication between departments

Financial Accountability

• Operations Planning: Take ownership for results and deliver to the operational plan (OP) and communicate about issues that will have any implications affecting performance to plan
• Resource Planning: Capacity plan and ensure match of resources and skills to business requirements to deliver on expectations
• Cash management: Manages Trade Working Capital (TWC) by the continual reduction of shipped-not-invoiced and aged work-in-progress measures of performance.
• Budgeting: Monitor departmental budget and escalate any budgetary problems or concerns

Quality, Innovation & Operational Excellence

• Customer Experience and Value: Seek to understand customer value and align departmental goals and objectives with this in mind, including supporting a culture of service excellence
• Measuring Work: Enhance and develop key performance indicators (KPIs) for the department and ensure a balanced approach to measurement including quality and safety; customer satisfaction and delivery; financial and productivity; and employee development and engagement