Program Manager, Customer Experience

At StandardAero, we use our ingenuity and know-how to find solutions for the simple to the most complex challenges in aviation.

Together, we get the job done and done well.

Our stability, resources, and respectful culture supports you in building a solid career with a great team you can count on day in and day out for the long term.

As the Program Manager, Customer Experience, you will be responsible for achieving, monitoring, and reporting on strategic, operational and financial objectives of all program(s) for assigned strategic customer accounts, including engine component MRO activities.

Proactively engage in cross-functional processes to deliver long-term margin maximization for key contracts and produce high levels of customer satisfaction that drive business growth.

• Establish and demonstrate “customer-centric” global account team leadership that produces a high level of customer satisfaction and profitable growth.
• Utilize an integrated business-wide performance dashboard to identify issues requiring improvement to increase margin expansion.
• Identify and drive actions needed to fulfill contractual KPI’s across key functional disciplines (including operations/quality/finance/customer service) while fostering positive customer relationships and adhering to internal policies and contractual requirements.
• Collaborate closely with Sales personnel regarding key growth initiatives, including market research-based programs to expand existing market share and capture new opportunities.
• Establish strategic plans for bid development on new programs, contract extensions and amendments.
• Coordinate execution of negotiated contract terms, lead concessions negotiations associated with warranties, damaged/lost parts, penalties, rotables, etc., and support. resolution of account receivable issues.
• Support cross-functional Annual Operating Plan (AOP) process to set annual financial goal.
• Establish, document and continuously improve processes that impact Customer Experience.
• Manage turnaround projects across complex systems, proven ability to optimize workflows, drive cross-functional coordination, and deliver high-quality outcomes within defined schedules.