Build an Aviation Career You’re Proud Of

Explore a career where you’re challenged and have access to exciting engineering projects that stretch your talents. You’ll design and create new systems and technologies to help solve complex aviation problems. Our expert team and supportive leaders give you the trust and independence to do your best work.

Nature & Scope of Position

The Manager, Customer Services is responsible for providing leadership within the Customer Programs group, managing our team of Airline Customer Account Leaders. This position will require the individual to establish and maintain tangible, world-class team culture and strong set of processes and standard work that focuses on fostering positive relationships with internal and external customers. 

This leader is also accountable to maintain the integrity of the company by ensuring all customer requests, both internal and external, are met and treated with integrity, the highest level of quality, and delivery, while maintaining both the customer’s and the company’s best interests and financial goals. 

Leadership Accountabilities

• Lead by Example: Ensure personal accountability and servant leadership, inspiring a culture of high performance by demonstrating StandardAero values in all transactions and interactions – excellence, integrity, respect, innovation, teamwork
• Sound Decision Making: Demonstrate decision making maturity to ensure that the best interests of customers, shareholders and employees are weighed appropriately, utilizing data, research, analysis, and learning from experience
• Accountability: Set clear expectations and hold one’s self and others accountable for their contributions
• Organizational Strategy and Design: Support the Customer Program Director in evolving and maintaining a long-term organizational design strategy to:
  • Recruit early career individuals to StandardAero through programs roles as entry point
  • Creating a program where time to competency is expedited and individuals can both contribute and add value quickly, feeling a sense of accomplishment and belonging,
  • Setup and enable individuals to advance to roles within and beyond the customer programs team, promoting strong succession planning and retention.

Communication 

• Conflict Management: Demonstrate effective conflict management and skillfully handle difficult interactions respectfully
• Stakeholder Management: Ability to communicate to varying levels of the organization, both internally and externally, including preparing and presenting projects, strategies, initiatives, etc. 
• Change Management: Support strategic communication and execution of organizational and transformation initiatives

Teamwork

• Coaching: Encourage and enable development by coaching and creating development plans for every employee, creating a culture of employee-focus and high-performance
• Performance Management: Assist/Coordinate/Develop annual performance appraisals with any direct reports, along with mid-year reviews and professional development plans
• Team Engagement: Develop a high-performance team by engaging employees, seeking their input and ideas, and following through on commitments and communicating effectively
• Cross-Functional Coordination: Collaborate with other departments to ensure that production demands are effectively being met, and collaborate with other leaders to optimize scheduling to meet customer commitments, establish and maintain lines of communication between departments

Financial Accountability

• Operations Planning: Take ownership for results and deliver to the operational plan (OP) and communicate about issues that will have any implications affecting performance to plan
• Resource Planning: Capacity plan and ensure match of resources and skills to business requirements to deliver on expectations
• Cash management: Manages Trade Working Capital (TWC) by the continual reduction of shipped-not-invoiced and aged work-in-progress measures of performance.
• Budgeting: Monitor departmental budget and escalate any budgetary problems or concerns

Quality, Innovation & Operational Excellence

• Customer Experience and Value: Seek to understand customer value and align departmental goals and objectives with this in mind, including supporting a culture of service excellence
• Measuring Work: Enhance and develop key performance indicators (KPIs) for the department and ensure a balanced approach to measurement including quality and safety; customer satisfaction and delivery; financial and productivity; and employee development and engagement 
• Continuous Improvement Culture: Embrace and drive a culture of continuous process improvement through leading by example: utilize tools to identify opportunities to remove waste and make value flow, including utilizing a systematic problem-solving process
• Standard Work and Process Excellence: Drive a culture of excellence through establishing or improving systematic and scalable processes that enable the team to thrive and do their best work

Technical & Business Acumen

• Tech Data: Working knowledge of original equipment manufacture’s (OEM) publications and work instructions including overhaul and maintenance manuals, parts catalogues, and service bulletins
• Systems: Ability to learn and adopt to use and implement new software and technology, examples include:
  • Proficiency in using ERP and CRM systems, 
  • Proficiency in Microsoft Office Suite, including Excel, Power BI, queries, etc.
• Priority Management: Demonstrated time management, organizational, and prioritization skills, including using systems or software to manage and prioritize multiple initiatives

Education Requirements 

• Bachelor’s degree in business, commerce, engineering, (or related combination of experience and education), advanced education or training an assett

Position Requirements 

• 8+ years’ working experience with demonstrated increasing amount of responsibility and accountabilities
• Demonstrated increase in responsibility both from a technical and business acumen and people/ culture responsibility
• Demonstrated ability to lead within a company of significant annual revenue and customer base in a B2B environment
• Demonstrated experience in customer facing roles, or equivalent complexity of stakeholder management (internal and external)

Preferred

• 5+ years of experience in aviation preferred 
• Familiarity with aerospace/ aviation industry, including regulatory, quality and engineering systems and paperwork, preferred

Working Environment:

An individual in this capacity must be aware of that the position will involve:

• Working in an office setting, spending extended periods of time sitting at a computer.
• Must be willing to walk to various areas throughout the facility as well as carting parts to various departments of which safety shoes would be required.
• There will be no requirement to wear personal protective equipment (PPE) on a regular basis, unless asked to work in an area where such a requirement exists.
• Some travel might be required
• Personal cellphone is required – limited requirement for being on call during the evening or weekends

Benefits that make life better:

• Comprehensive Healthcare
• 401(k) with 100 company match; up to 5 vested
• Paid Time Off starting on day one
• Bonus opportunities
• Health- & Dependent Care Flexible Spending Accounts
• Short- & Long-Term Disability
• Life & AD&D Insurance
• Learning & Training opportunities

Raising the Standard of Excellence since 1911

With over a century of proven excellence, StandardAero has become an industry leader in MRO services and customized solutions in the aerospace field. Our shared values and learning-based culture inspire our team to exceed their potential and power our customers’ missions worldwide. With on-the-job training, advancement opportunities, and excellent benefits, StandardAero invites you to experience a fulfilling and meaningful career with us.

Inclusivity Is Our Standard

StandardAero offers equal employment opportunities for all. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.