Program Manager, Customer Experience
On-site · Cincinnati, Ohio, United States
Job Summary
In the role of Program Manager, Customer Experience, you will achieve, monitor, and report on strategic, operational, and financial objectives for assigned strategic customer accounts managing engine component MRO activities. You will establish and lead a customer-centric global account team to drive high levels of customer satisfaction and profitable growth. This includes utilizing performance dashboards, fulfilling contractual KPIs, collaborating with Sales on growth initiatives, managing contract negotiations, and improving processes impacting customer experience. A minimum of 10 years aviation experience and a Bachelor's degree in engineering or business are required.
Required Qualifications
- A minimum of 10 years aviation experience (Manufacturing (OEM) and or/MRO)
- A minimum of 10 years of experience in Customer Facing, Business Development, Sales, Strategy, or Operations roles
- Bachelor’s degree in engineering, business or equivalent education/experience
Desired Qualifications
- Experience in aircraft engine systems, repair and maintenance workflows, and alignment with diverse customer specifications and operational needs
- Demonstrated excellence in program management by overseeing complex, cross-functional initiatives from inception to completion
- Strong planning, organizational, analytical, interpersonal, decision making, oral and written communication skills
- Strong negotiation, conflict resolution and customer service skills
- Familiarity with MS Office, Salesforce, PowerBI and/or ability to learn additional software applications as required
- Demonstrated business acumen, ability to generate business cases and execute financial plans
- Demonstrated accelerated career progression through increasing levels of responsibility, driven by performance excellence, leadership initiative, and cross-functional impact
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