Customer Experience Mgr

Job Summary

The Customer Experience Manager (CXM) serves as the main point of contact with internal and external customers during and after any contract’s or project’s period of performance and oversees the company’s overall service and product delivery performance in order to achieve optimal customer experience and satisfaction.

Essential Functions and Responsibilities include the following:  

• Act as the POC for the customer for all products or projects under contract; develop and maintain a strong relationship and open line of communication with customers and their team members.
• Identify risks to performance and pro-actively coordinate cross-functional efforts (including but not limited to operations, engineering, scheduling) in order to optimize service delivery performance and mitigate impact to plan.
• Contribute to revenue and direct margin tracking for each project/product in collaboration with finance and operations.
• Develop and monitor a KPI suite, including forward looking indicators, to effectively measure program performance as stated contractually or as set by the business; and identify / lead actions necessary to improve program performance.
• Perform all requirements of contract close out and customer satisfaction evaluation.
• Coordinate all post-delivery cross-functional requirements (field services, technical reliability, warranty, spares, etc.).
• Support Sales/BD efforts by providing any available market intelligence/customer updates that may lead to new opportunities or up-sales
• Other Duties as assigned

Additional Job Requirements

• Regular scheduled attendance
• Indicate the percentage of time spent traveling - 20%

Subject to applicable laws and Air Method’s policies, regular attendance is an essential function of the position.  All employees must follow Air Methods’ employment practices and policies.

Supervisory Responsibilities

This position may directly supervise CSR Customer Service Representatives depending on the size of the customer base managed by the CEM.  Carries out Supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, selecting, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding, and disciplining employees, addressing complaints, and resolving problems.  For Exempt Managers:  Managers that carry out these responsibilities for two or more employees will have significant input in hiring and termination decisions.     

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  In accordance with applicable laws, Air Methods will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.

Education & Experience

• Bachelor’s degree (BS/BA) in related technical or business discipline from a four-year college or university and seven or more years’ related aviation or aerospace industry experience and/or training; or equivalent combination of education and experience.  
• 5 years of demonstrated experience in customer support or other customer-centric roles.
• Experience in supporting operators in the aerospace/aviation/helicopter industry in an aftermarket role and/or environment.
• Background and experience in aircraft modifications, MRO, aerial operations and/or product manufacturing in either a support, operational or sales role.
• Consideration will be given for Defense Contracting experience in aviation or aerospace.

Skills

• Ability to work collaboratively in a cross-functional team environment
• Excellent written and oral communication skills
• High level of accountability and execution focus, with a strong desire to deliver results
• Solid business acumen
• A continuous improvement mindset
• Strong conflict management skills
• Dependable and self-motivated 

Computer Skills

• Proficient with Microsoft Suite, including Word, Excel, PowerPoint, Project, and Outlook
• Experience with ERP systems (Visual, SAP, etc) preferred

Certificates, Licenses, Registrations

• Lean Six Sigma certification preferred

Air Methods is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

#INDEED

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)