Customer Experience Project Manager

Standard Aero•Scottsdale, AZ

1d•Remote

About The Position

As the Customer Experience Project Manager, you will be responsible for the overall success of assigned project(s) designed to improve Customer Experience (CX) including customer-facing solutions and technologies as well as operational improvements that lead to improved CX. This requires strong project management and cross-functional work.

Requirements

High School Diploma or equivalent required.
Must be authorized to work in the U.S. without sponsorship.
Three years of business and/or IT experience, leading projects such as translating business needs into actionable technical specifications for IT projects.
Proven project management experience including use of PM tools such as MS Project or others.
Experience building strong working relations with internal and external customers, obtaining feedback and problem solving.
Team leadership skills; ability to lead/influence teams in a matrix environment.
Good understanding of tech such as data analytics, CRM tools (Salesforce.com) and ERP systems.
Proficiency with various technologies such as Excel, MS Project, PowerPoint.
Self-motivated with the ability to motivate others.
Competent in working in a culturally diverse environment with a demonstrated sensitivity to other cultural norms and practices.
Ability to travel to site locations or other locations, estimate 10-25%.

Nice To Haves

Bachelor’s degree in business, Aviation Business, IT education, and/or a related field or equivalent work experience is preferred.
Desirable for experience in aviation or MRO (Maintenance, Repair, and Overhaul) experience, especially in Business Aviation segment.
Preference for those with strong business and financial acumen relevant to aviation, billing, and financial results.
Strong verbal and written communication skills as well as presentation skills.

Responsibilities

Acts as the primary owner for assigned CX projects.
Utilize existing CX SOP to ensure site processes are in place.
Manages approximately 3-5 CX projects at one time.
Establishes detailed milestones, objectives and action plans to meet project performance goals.
Develops control systems and reports that accurately measure project progress such as project schedules with milestones, project budgets, action items, etc.
Identifies potential project problems in sufficient time and ensure corrective action to be taken.
Assist in defining and institutionalizing CX metrics, including satisfaction, responsiveness, operational health, invoicing and accounts receivable, and concern resolution.
Design and continuously improve end-to-end customer lifecycle processes spanning contracting, pre-induction planning, shop visit execution, invoicing, redelivery, and post-visit support. This includes quoting initiatives, MyStandardAero.com improvements, project milestone monitoring, etc.
Assist in coordination across StandardAero divisions to ensure program compatibility across the Enterprise.
Collaborate with Programs teams to ensure CX initiatives & best practices can be and are deployed across the enterprise.
Lead design CX technology & tools and collaborate with tech dev / IT to build & deploy.
Makes decisions, carries out actions and directs others in matters related to the duties and goals of Program Management in coordination with appropriate Manager.
Works across all departments to ensure that functional objectives are proactively met for project production, procurement, quality control, logistics, and administrative functions.
Obtains project approvals for work scope changes and budgets.
Investigates consistent customer concerns and sets project prioritization to resolve the issues (similar to CPM resolving customer disputes).
Performs other duties as required.