Customer Experience Mgr

Air Methods • Englewood, CO

77d • $102,742 - $131,000

About The Position

The Customer Experience Manager (CXM) serves as the main point of contact with internal and external customers during and after any contract’s or project’s period of performance and oversees the company’s overall service and product delivery performance in order to achieve optimal customer experience and satisfaction.

Requirements

• Bachelor’s degree (BS/BA) in related technical or business discipline from a four-year college or university.
• Seven or more years’ related aviation or aerospace industry experience and/or training; or equivalent combination of education and experience.
• Five years of demonstrated experience in customer support or other customer-centric roles.
• Experience in supporting operators in the aerospace/aviation/helicopter industry in an aftermarket role and/or environment.
• Background and experience in aircraft modifications, MRO, aerial operations and/or product manufacturing in either a support, operational or sales role.
• Consideration will be given for Defense Contracting experience in aviation or aerospace.

Nice To Haves

• Lean Six Sigma certification preferred.

Responsibilities

• Act as the POC for the customer for all products or projects under contract; develop and maintain a strong relationship and open line of communication with customers and their team members.
• Identify risks to performance and pro-actively coordinate cross-functional efforts (including but not limited to operations, engineering, scheduling) in order to optimize service delivery performance and mitigate impact to plan.
• Contribute to revenue and direct margin tracking for each project/product in collaboration with finance and operations.
• Develop and monitor a KPI suite, including forward looking indicators, to effectively measure program performance as stated contractually or as set by the business; and identify / lead actions necessary to improve program performance.
• Perform all requirements of contract close out and customer satisfaction evaluation.
• Coordinate all post-delivery cross-functional requirements (field services, technical reliability, warranty, spares, etc.).
• Support Sales/BD efforts by providing any available market intelligence/customer updates that may lead to new opportunities or up-sales.
• Other Duties as assigned.

Benefits

• For more information on our industry-leading benefits, please visit our benefits page.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees