Aviation Customer Success & Operations Manager

Confidential; Oxford; On-site; GBP 55,000 - 75,000; Full time

Job summary

Confidential in Oxford seeks an experienced Customer Support Manager to lead end-to-end customer-facing support and service activities for a defined portfolio in aviation operations. You will be primary contact for customers, coordinating with internal teams and external stakeholders to drive satisfaction, resolve complex issues and support long-term relationships and business growth.

The role requires excellent communication, organisational skills and the ability to manage multiple priorities

Qualifications

• Experience in aerospace/aviation industry.
• Experience in customer support, account management, service delivery, operations or technical/MRO environments.
• Knowledge of Part 145 and Part CAMO regulations.
• Strong understanding of aviation operations.
• Excellent communication, negotiation and relationship-management skills.
• Ability to work effectively with stakeholders at all levels.
• Strong organisational and time-management skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Strong problem-solving skills and a proactive approach to finding solutions.
• Experience leading customer meetings and presenting information to multiple stakeholders.
• Professional and customer-focused approach.

Responsibilities

• Act as the primary point of contact for a portfolio of customers, overseeing customer support activities and requirements.
• Build and maintain strong, long-term customer relationships through regular engagement and proactive communication.
• Understand customer requirements and act as their advocate within the organisation.
• Coordinate customer support requests from initial enquiry through to completion.
• Work closely with maintenance, engineering, service delivery, commercial and finance teams to ensure customer requirements are delivered effectively.
• Coordinate support for maintenance activities and aircraft-on-ground (AOG) events where required.
• Lead customer meetings, ensuring actions and follow-ups are completed within agreed timescales.
• Manage customer requests, complaints and escalations through to resolution.
• Monitor customer satisfaction and proactively manage any areas of dissatisfaction.
• Identify opportunities for additional support and service requirements.
• Work closely with sales and commercial teams to develop and progress new business opportunities.
• Coordinate the preparation and delivery of commercial offers to customers.
• Support the successful introduction of new aircraft and associated in-service support requirements.
• Maintain accurate customer and opportunity information within CRM systems.
• Contribute to continuous improvement and operational transformation initiatives.

Skills

Aviation industry

Customer support

Account management

Service delivery

Operations

Stakeholder management

Communication

Organisational skills

Problem solving

Education

Degree-level qualification in aerospace/aviation

Tools

Salesforce

Job description

Confidential in Oxford seeks an experienced Customer Support Manager to lead end-to-end customer-facing support and service activities for a defined portfolio in aviation operations. You will be primary contact for customers, coordinating with internal teams and external stakeholders to drive satisfaction, resolve complex issues and support long-term relationships and business growth.

The role requires excellent communication, organisational skills and the ability to manage multiple priorities