Job DescriptionCustomer DirectorLocation: Maryville TN
The
Customer Director is the Director of Programs on the APU team and it is in the AOP. This is a key position leading the APU program including contract negotiations, customer relations, and partnering with Operations on local production.
What You Will Do- Recognizes and understands flight/product safety-critical parts and processes; immediately reports safety concerns and participates in proactive risk analysis
- Demonstrates understanding and adherence to Just Culture principles
- Provides functional leadership and serves as the primary point of contact for all Customer Service employees within the sector
- Leads and develops a customer-first culture across front-line staff and management to support customer fulfillment and retention
- Oversees customer service operations, including development and implementation of procedures, systems, tools, and management controls to improve fulfillment and satisfaction
- Monitors, analyzes, and reports on customer needs, fulfillment performance, and satisfaction metrics; develops KPIs and provides recommendations for continuous improvement
- Partners with sites to evaluate customer fulfillment performance and leads identification, coordination, and implementation of corrective actions
- Ensures consistent delivery of customer service standards across the organization and participates in Customer Service leadership forums
- Manages full employee lifecycle for direct reports, including recruitment, training, performance management, employee relations, and health and safety
- Supports business operations through budget management, continuous improvement initiatives, and contributions to strategic planning, forecasting, and special projects
Minimum Qualifications:- University degree in business administration, commerce, engineering; or equivalent, or Six+ years of relevant experience
- 3+ years of experience in customer service or account management experience in an aerospace environment.
Preferred Qualifications:- Strong planning, organizational, analytical, leadership, interpersonal, decision making, oral and written communication skills.
- Strong negotiation, conflict resolution, and customer service skills.
- Working knowledge of products within the sector
Benefits That Make Life Better- Comprehensive Healthcare
- 401(k) with 100% company match up to 5%
- Paid Time Off starting day one
- Bonus opportunities
- Health & Dependent Care FSAs
- Short- & Long-Term Disability
- Life & AD&D Insurance
- Learning & Training opportunities
