Aviation Customer Experience Leader

Elliott Aviation•Rock Island, IL

7d•Hybrid

About The Position

Elliott Aviation is seeking an Aviation Customer Experience Leader to serve as the primary point of contact for customers throughout aircraft maintenance, avionics, interior, paint, modification, and service events. This role combines project management, customer relationship management, aircraft maintenance coordination, operational oversight, and financial accountability to ensure every project is delivered safely, efficiently, and to the highest standards of quality. The ideal candidate understands aviation maintenance operations, enjoys building relationships, and thrives in a fast-paced environment where communication, organization, and problem-solving directly impact customer satisfaction and project success. The role requires experience in an aviation technical discipline and serves as the bridge between our customers and internal operational teams.

Requirements

Associate degree or equivalent experience.
Experience working in an aviation technical environment.
Excellent verbal and written communication skills.
Strong customer relationship management skills.
Demonstrated organizational and project coordination experience.
Strong problem-solving and conflict-resolution abilities.
Basic computer skills and experience with business software applications.
Ability to manage multiple priorities simultaneously.

Nice To Haves

Aircraft maintenance, avionics, interiors, production control, scheduling, or service center experience.
Experience in a Part 145 Repair Station environment.
Project management experience.
Project Management Professional (PMP) or similar certification.
Experience working directly with aircraft owners, operators, and flight departments.
Understanding of aircraft maintenance events, labor tracking, productivity metrics, and scheduling practices.

Responsibilities

Serve as the Customer's Primary Point of Contact: Build and maintain strong relationships with aircraft owners, operators, flight departments, and maintenance customers. Serve as the primary liaison throughout each maintenance event. Provide timely updates regarding project status, schedule changes, work scope additions, and completion timelines. Ensure customers remain informed and confident throughout the service process. Deliver a world-class customer experience from aircraft induction through delivery.
Manage Aircraft Service Projects: Coordinate aircraft maintenance, avionics, paint, interiors, and modification projects from induction through completion. Partner with Operations, Production Control, Parts, Quality, and Maintenance teams to support project execution. Monitor project progress, labor utilization, schedules, and project milestones. Identify potential delays and work proactively with internal teams to maintain commitments. Assist with resource coordination and project prioritization activities.
Drive Operational & Financial Performance: Track billable work throughout the maintenance event. Monitor project performance against quoted labor targets. Help maximize operational efficiency and profitability. Collaborate with operational leadership regarding labor utilization, project execution, and schedule performance. Support accurate invoicing, progress billing, project closeout, and customer collections activities.
Partner Across the Business: Communicate daily with Crew Chiefs, Team Leads, Managers, and Production Control personnel. Ensure approved work scope changes are accurately communicated throughout the organization. Support continuous improvement efforts related to project execution and customer satisfaction. Partner with Sales and Operations teams to improve future estimating, scheduling, and customer experience outcomes.
Maintain Project Documentation: Prepare customer induction documentation. Maintain accurate project files and records. Ensure project reporting and updates are completed in a timely manner. Facilitate project closure activities and account reconciliation. Support implementation of standardized project documentation processes.