Customer Service Manager

CAE•Mesa, AZ

21h

About The Position

The Customer Service Manager is responsible for delivering an exceptional experience to cadets and airline customers throughout the training lifecycle. This role leads the customer service team, ensures operational efficiency, proactively resolves issues, and collaborates with training, operations, planning, HR, and finance to maintain a high‑quality, safe, and customer‑focused flight training environment.

Requirements

High School Diploma required.
2–5 years of experience in aviation operations or customer service.
Minimum 2 years of experience in a leadership or supervisory role.
Experience managing a diverse customer population.
Strong organizational, analytical, and communication skills.
Proficiency with Microsoft Office Suite and training management systems.
Demonstrated ability to lead and motivate staff.
Ability to develop and maintain positive relationships with internal and external stakeholders.
Strong dedication to customer experience, integrity, accountability, and ownership.

Nice To Haves

Bachelor’s or associate Degree in: Aviation Management Business Administration Aerospace or Aeronautical Studies Education / Training Management
Aviation industry experience strongly preferred.
Experience building and developing customer service teams.
Proven ability to foster collaborative team culture.
Strong written and verbal communication skills across all organizational levels.

Responsibilities

Oversee daily customer service operations to ensure a professional, responsive, and student‑centric environment.
Serve as the primary escalation point for cadet and customer concerns, ensuring timely and effective resolution.
Maintain high levels of customer satisfaction consistent with FTO standards and CAE corporate expectations.
Collaborate with training managers to ensure seamless cadet progression and experience.
Partner with Planning, Dispatch, Training, HR, and Finance to support student onboarding, progression, and issue management.
Support new student orientations, graduations, and customer‑facing events.
Ensure service processes align with regulatory and safety standards required in FTO operations.
Lead the Customer Service department in managing airline partnerships and customer experience.
Ensure all department KPIs are met, track performance and operational metrics.
Provide training, mentorship, guidance, and performance evaluations to team members.
Foster a culture of safety, accountability, collaboration, and customer service excellence.
Prepare and manage departmental budgets and monthly forecasting.
Oversee Student Reconciliation Process to ensure accurate charging and collections.
Manage housing allocation to optimize occupancy rates.
Oversee transportation scheduling and vendor contracts to ensure cost‑effective service delivery.
Implement and enforce safety protocols across all customer‑facing processes.
Conduct regular safety audits and risk assessments.