Job DescriptionCustomer Experience Project ManagerAs the
Customer Experience Project Manager, youwill be responsible for the overall success of assigned project(s) designed to improve Customer Experience (CX) including customer-facing solutions and technologies as well as operational improvements that lead to improved CX. This requires strong project management and cross-functional work.
What you'll do:- Acts as the primary owner for assigned CX projects.
- Utilize existing CX SOP to ensure site processes are in place.
- Manages approximately 3-5 CX projects at one time.
- Establishes detailed milestones, objectives and action plans to meet project performance goals.
- Develops control systems and reports that accurately measure project progress such as project schedules with milestones, project budgets, action items, etc.
- Identifies potential project problems in sufficient time and ensure corrective action to be taken.
- Assist in defining and institutionalizing CX metrics, including satisfaction, responsiveness, operational health, invoicing and accounts receivable, and concern resolution.
- Design and continuously improve end-to-end customer lifecycle processes spanning contracting, pre-induction planning, shop visit execution, invoicing, redelivery, and post-visit support. This includes quoting initiatives, MyStandardAero.com improvements, project milestone monitoring, etc.
- Assist in coordination across StandardAero divisions to ensure program compatibility across the Enterprise.
- Collaborate with Programs teams to ensure CX initiatives & best practices can be and are deployed across the enterprise.
- Lead design CX technology & tools and collaborate with tech dev / IT to build & deploy.
- Makes decisions, carries out actions and directs others in matters related to the duties and goals of Program Management in coordination with appropriate Manager.
- Works across all departments to ensure that functional objectives are proactively met for project production, procurement, quality control, logistics, and administrative functions.
- Obtains project approvals for work scope changes and budgets.
- Investigates consistent customer concerns and sets project prioritization to resolve the issues (similar to CPM resolving customer disputes).
- Performs other duties as required.
Position Requirements:- High School Diploma or equivalent required.
- Bachelor's degree in business, Aviation Business, IT education, and/or a related field or equivalent work experience is preferred.
- Must be authorized to work in the U.S. without sponsorship.
- Three years of business and/or IT experience, leading projects such as translating business needs into actionable technical specifications for IT projects.
- Proven project management experience including use of PM tools such as MS Project or others.
- Experience building strong working relations with internal and external customers, obtaining feedback and problem solving.
- Team leadership skills; ability to lead/influence teams in a matrix environment.
- Good understanding of tech such as data analytics, CRM tools (Salesforce.com) and ERP systems.
- Proficiency with various technologies such as Excel, MS Project, PowerPoint.
- Self-motivated with the ability to motivate others.
- Competent in working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.
- Desirable for experience in aviation or MRO (Maintenance, Repair, and Overhaul) experience, especially in Business Aviation segment.
- Preference for those with strong business and financial acumen relevant to aviation, billing, and financial results.
- Ability to travel to site locations or other locations, estimate 10-25%.
- This position may be worked from a remote location.
Preferred Characteristics:- Strong verbal and written communication skills as well as presentation skills.
Benefits that make life better:- Comprehensive Healthcare
- 401(k) with 100% company match; up to 5% vested
- Paid Time Off starting on day one
- Bonus opportunities
- Health- & Dependent Care Flexible Spending Accounts
- Short- & Long-Term Disability
- Life & AD&D Insurance
- Learning & Training opportunities
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