What you can expect as a Director of Project Management and Customer Experience at West Star: This position requires a comprehensive understanding of business aviation maintenance, avionics, and aircraft modifications, combined with advanced leadership capability in project management and customer experience. The role serves as a primary customer interface and provides strategic oversight of project management and customer experience functions at the site.
Responsibilities include direct customer engagement and support; coordination with department managers, technicians, and support teams; and leadership of customer communication, escalation management, and recovery efforts for complex or high-sensitivity projects. The position requires the ability to work independently and provide executive-level oversight of large, complex, or high-visibility aircraft projects. Job duties will include oversight of work order processing, customer coordination for squawk approval and deposits, and ensuring timely and accurate project closure. Coordination of large projects, leadership of Project Managers, and consistent delivery of exceptional customer experience are critical to success in this role.
ESSENTIAL FUNCTIONS You will be ESSENTIAL to many FUNCTIONS including: - Review all incoming aircraft SOFs and assign a Project Manager as required.
- Lead the Project Management team by advancing new processes and refining existing ones.
- Mentor and develop Project Managers by modeling effective leadership in complex, time-sensitive, and high-pressure customer situations.
- Provide strategic leadership and oversight of the site Customer Experience team, ensuring consistent execution of customer communication standards and service expectations.
- Own and manage the customer escalation framework, including escalation thresholds, response protocols, cross-functional coordination, and leadership visibility.
- Lead customer recovery and resolution efforts for escalated projects, including post-delivery engagement with customers providing critical feedback or expressing dissatisfaction.
- Serve as the primary resource for high-risk, high-visibility projects, including aircraft returning after a previous negative experience, ensuring enhanced oversight and proactive customer engagement.
- Collaborate with site leadership and support functions to identify recurring customer experience issues and drive corrective actions and continuous improvement initiatives.
- Provide strategic leadership over the end-to-end customer journey, shaping and improving the experience from quote acceptance through post-delivery by setting direction and optimizing processes.
- Engage with customers across project management, pricing, and support touchpoints to ensure a seamless and positive experience.
- Assist as necessary with Sales and Contracts Departments for assigned aircraft.
- Any other job-related duties as assigned by management.
What you'll need to bring with you: Your Education:
A High school diploma or equivalent.
Airframe and Powerplant License beneficial.
Aviation specific training is a benefit.
College education or degree beneficial.
Management, leadership, and customer service training are beneficial.
A valid driver's license approved for airline travel and/or a valid passport is ideal, but not mandatory.
Your Experience:
5-10 years prior experience in business aviation operations, with direct exposure to maintenance, avionics, or modification environments.
Proven experience managing customer relationships in an MRO environment, aligning scope, schedule, and cost expectations.
Hands-on experience with FAA documentation, regulatory compliance requirements, and maintenance recordkeeping.
Proven involvement in work order lifecycle management, including estimate review, change approvals, billing coordination, and closeout.
Track record of working with internal teams and customers to resolve issues, manage expectations, and deliver high-quality service.
Your Initiative: We're looking for team players who are self-motivated and able to perform in a fast-paced environment where working under specific deadlines and time constraints will be common. Must be well organized, have a high attention to detail, strong written/verbal/analytical and interpersonal skills and follow all company/FAA safety rules and guidelines.
Your Sense of Responsibility: Perform all work in accordance with Federal Aviation Administration guidelines.
Follow all company and safety rules during performance of duties.
Maintain customer-oriented work habits.
Direct the work and flow of multiple projects.
Assistance in completion of work orders, FAA paperwork and billing items.
Some travel may be required.
Other particulars: Physical RequirementsLifts 50 lbs.
Routine walking, bending, squatting, sitting and use of stairs.
Routing or repetitive physical motion with arms and hands.
Basic personal computer operations.
Mental RequirementsWork with others in a professional manner.
Prioritize workload.
Coordinate projects.
Extensive customer contact skills.
Understanding and implementation of regulations and guidelines.
Supervision Work with minimal supervision.
Work with other project managers coordinating projects in a cooperative manner.
Working ConditionsThe majority of work will be accomplished in an office environment.
Will also work in a hangar environment which can include varied temperatures from very hot to very cold.
Some varied positions in and around aircraft.
Equipment Used Personal computer
