Director, Customer

Standard Aero•Maryville, TN

7d•Onsite

About The Position

The Customer Director is the Director of Programs on the APU team and it is in the AOP. This is a key position leading the APU program including contract negotiations, customer relations, and partnering with Operations on local production.

Requirements

University degree in business administration, commerce, engineering; or equivalent, or Six+ years of relevant experience
3+ years of experience in customer service or account management experience in an aerospace environment.

Nice To Haves

Strong planning, organizational, analytical, leadership, interpersonal, decision making, oral and written communication skills.
Strong negotiation, conflict resolution, and customer service skills.
Working knowledge of products within the sector

Responsibilities

Recognizes and understands flight/product safety-critical parts and processes; immediately reports safety concerns and participates in proactive risk analysis
Demonstrates understanding and adherence to Just Culture principles
Provides functional leadership and serves as the primary point of contact for all Customer Service employees within the sector
Leads and develops a customer-first culture across front-line staff and management to support customer fulfillment and retention
Oversees customer service operations, including development and implementation of procedures, systems, tools, and management controls to improve fulfillment and satisfaction
Monitors, analyzes, and reports on customer needs, fulfillment performance, and satisfaction metrics; develops KPIs and provides recommendations for continuous improvement
Partners with sites to evaluate customer fulfillment performance and leads identification, coordination, and implementation of corrective actions
Ensures consistent delivery of customer service standards across the organization and participates in Customer Service leadership forums
Manages full employee lifecycle for direct reports, including recruitment, training, performance management, employee relations, and health and safety
Supports business operations through budget management, continuous improvement initiatives, and contributions to strategic planning, forecasting, and special projects