Senior Manager of Customer Service & Airline Programs

The Senior Manager of Customer Service (SMCS) & Airline Program Management plays a crucial role in ensuring customer satisfaction with contracted or ad hoc services performed at one of our partner's production sites. The Senior Manager of Customer Service oversees a customer service team and provides direct customer service support to a select client base. The SMCS ensures contracted program inventory and service levels are maintained, oversees daily logistics management, invoicing, and customer communication. The Senior Manager of Customer Service & Airline Program Management is also responsible for supporting customer service regulatory requirements and working with relevant regulatory bodies as needed.

• Responsible for the management of the customer service team, including supervision, coaching and mentoring, training and development, and annual performance reviews.

• Supports the client service team and assigned client base to ensure daily pick-up and delivery schedules are maintained for airline program management accounts, ensuring minimum and maximum inventory levels are consistently met.

• Ensures production requirements for assigned clients are communicated daily to Production Site Leads.

• In conjunction with the Director, assigns new customers to specific customer service team members and ensures customer-specific requirements are fully established across our partner's departments.

• Oversees the customer service team's daily invoicing activities.

• Develops and maintains strong working relationships with assigned customers and key points of contact at major accounts.

• Resolves customer issues, escalations, and complaints, involving the Director as required.

• Supports the client service team and assigned client base by conducting formal analysis for the Sales Team on customer contract requirements and cost metrics, incorporating client feedback to identify improvement opportunities and recommend strategies to enhance the customer experience.

• Develops and recommends customer service policies and procedures and, once approved by management, ensures consistent implementation across all customer service team members and production sites.

• Attends and leads weekly meetings, team meetings, and customer-related meetings to drive compliance with customer needs.

• Works collaboratively with other functions such as Production, Accounting, and Sales to support the financial goals of our client.

• Acts as a liaison between management and the customer service team.

• Understands and follows all company standard practices and policies.

• Performs other duties as assigned.

• Minimum of 5+ years' experience in customer service or a related field.

• Bachelor's degree in business, communications, or a related field preferred.

• Proven managerial experience.

• A driven and self-motivated leader with a strong commitment to enhancing customer experience.

• Highly organised and detail-oriented, with the ability to multitask and manage personnel in remote locations.

• Comfortable working in fast-paced environments with deadlines and stringent performance requirements.

• Proficient in MS Office; ERP system experience preferred.

• Strong communication skills.

• Ability to work successfully and collaboratively with others.

Our client offers a comprehensive and competitive benefits package, including medical, dental, and vision coverage, short- and long-term disability, life insurance, paid time off, tuition reimbursement, and retirement savings with company match-designed to support long-term financial stability and physical and emotional well-being.

Our client is a leading FAA-authorised aviation repair and overhaul service provider with multiple locations across North America. With a long-established presence in the aviation maintenance industry, our client is known for technical excellence, operational scale, and a strong commitment to quality and customer service. They offer competitive compensation, market-leading benefits, and a culture focused on continuous improvement and career progression within the aircraft maintenance sector.