Customer Experience Leader

Elliott Aviation•Rock Island, IL

5d•$80,000 - $120,000•Onsite

About The Position

When an aircraft arrives at our facility, trust arrives with it. As a Customer Experience Project Manager, you'll be the steady hand connecting our customers, technicians, and leadership team, ensuring every project runs smoothly, transparently, and on schedule. This role blends project management, customer advocacy, and operational insight. You'll own the customer relationship from induction through delivery while keeping a close pulse on labor hours, workflow, and financial performance. If you thrive in fast-paced aviation environments, enjoy problem-solving, and take pride in delivering a great customer experience, we'd love to meet you.

Requirements

Minimum 3 years of project management experience in the aviation industry, ideally in an MRO environment
Demonstrated experience delivering high-level customer service
High school diploma or GED

Nice To Haves

Associate's degree in business management or a related field
Strong attention to detail with the ability to juggle multiple active projects
Clear, confident oral and written communication skills
A positive, solutions-focused mindset, even when schedules get tight
Ability to interpret work scopes, labor hours, and project documentation
Comfort working with cross-functional teams in a production-driven environment
Strong organizational and time-management skills
Confidence using maintenance, ERP, or project-tracking systems
Professional presence with customers and internal stakeholders alike

Responsibilities

Serve as the primary point of contact for assigned customers and aircraft projects, ensuring excellent communication, accountability, and outcomes.
Build and maintain strong relationships with customers, acting as their primary point of contact throughout the maintenance event
Provide clear, consistent updates on aircraft status, timelines, and potential challenges
Ensure customers always know what's happening, why it matters, and what's next
Provide full project oversight to ensure task cards and work orders are completed within targeted goal hours and without quality issues
Manage the flow of work through the shop in partnership with Operations leadership
Check in daily with Crew Chiefs and Technicians to identify open issues, obstacles, or resource needs and help drive solutions
Work closely with Operations to communicate approved scope changes or new squawks in real time
Track all billable work as it progresses through the shop
Monitor the Quoted Billable Rate (QBR) daily and actively look for ways to maximize the Earned Billable Rate (EBR)
Collaborate with Sales when EBR misses QBR to identify root causes and prevent repeat issues on future work
Promptly close customer accounts within 5 days of aircraft delivery