Job DescriptionCustomer Service Director
Join StandardAero as the Customer Service Director, responsible for providing strategic leadership and operational oversight for all customer-facing functions within our Business Aviation MRO. Drive exceptional customer experience, improve service-related processes, and ensuring accurate, timely billing and contract compliance across the organization, including engine, aircraft, and avionics maintenance programs. Serves as a key liaison between Operations, Finance, Sales, and Executive Leadership to align customer commitments with operational performance and financial objectives.
What You'll Do:- Enhance, implement and manage the site's Customer Experience Program.
- Develop and execute a comprehensive Customer Service Strategy aligned with company growth and profitability goals.
- Establish service standards, KPIs, and service-level agreements (SLAs) to drive measurable improvements in customer satisfaction and retention.
- Act as executive escalation point for key customer issues, providing direct leadership to Billing, Customer Project Managers, Aircraft Line Service, and Reception.
- Build a high-performance culture focused on accountability, responsiveness, and continuous improvement.
- Establish clear roles, performance metrics, and development plans for all customer-facing staff, including partnering with HR on talent acquisition, performance management, and succession planning.
- Ensure effective management of maintenance projects, heavy events, engine overhauls, and avionics programs from induction to redelivery, while overseeing contract interpretation, scope management, change orders, and customer communications.
- Ensure accurate quoting, milestone tracking, and revenue capture in coordination with Operations and Finance.
- Oversee billing accuracy, timeliness, and compliance to improve billing cycle efficiency and minimize disputes.
- Monitor WIP (Work in Process), AR aging, and margin performance related to customer accounts.
- Lead process improvement initiatives across customer-facing workflows, leveraging Lean Principles where applicable.
- Collaborate with Operations to align production schedules with customer commitments.
- Implement standardized communication protocols between maintenance teams and customers.
- Support Sales in renewals, contract negotiations, and growth opportunities.
- Lead business reviews and performance reporting for major customers.
- Serve as the primary liaison between the customer and internal operations for all business and program-related matters.
Position Requirements:- Minimum 8 years of progressive leadership experience in an Aviation MRO environment (including Engine, Airframe, or Avionics maintenance).
- Minimum 3 years in a senior leadership role overseeing customer-facing functions.
- Experience with contract management, milestone billing, and revenue recognition.
- Experience working with ERP/MRO systems and CRM platforms.
- Minimum level of education, High School Diploma or GED equivalent.
- Must be authorized to work in the U.S. without sponsorship.
Preferred Characteristics:- Strong understanding of FAA Part 145 repair station operations and maintenance workflows.
- Bachelor's degree in Aviation Management, Business Administration, or related field.
- Proven ability to lead cross-functional teams in a high-volume, deadline-driven environment.
- Demonstrated ability to drive process improvement and organizational change.
- Data-driven decision-maker with strong analytical and problem-solving skills.
- Strong financial acumen including budgeting, margin analysis, and cost control.
Benefits that make life better:- Sign-on and Relocation Bonus Eligible
- Tuition Reimbursement
- Comprehensive Healthcare Insurance
- 401(k) with a 5% company match, immediately vested
- Paid Time Off accrued starting on day one
- Bonus opportunities
- Health & Dependent Care Flexible Spending Accounts
- Short & Long-Term Disability Insurance
- Life and AD&D Insurance
- Career development and cross-training opportunities
#LI-PD1
