Aviation Customer Service Manager – Safety & Experience

MODERN AVIATION INC; Englewood (CO); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Paid time off

Job summary

Modern Aviation in Englewood, CO is seeking a Customer Service Manager to lead the FBO CS team, uphold safety, service quality, and operational effectiveness, and collaborate with the General Manager and line leadership to deliver a seamless customer experience.

You will supervise CSRs and supervisors, recruit and train staff, manage schedules, drive customer satisfaction and retention, and ensure compliance with safety programs.

Qualifications

• Bachelor’s degree or five years of related experience/training, or an equivalent combination of education and experience.
• People leadership or supervisory experience.
• Experience in the aviation industry; FBO preferred.
• Proficiency with Microsoft Office and standard business systems; X1 preferred.
• Strong verbal, written, and interpersonal communication skills.
• Valid driver’s license.

Responsibilities

• Lead daily customer service activities to ensure consistent, professional, and timely service delivery.
• Serve as an active, visible leader during operations, including handling service recovery when necessary.
• Conduct shift briefings to align CSRs and supervisors on daily priorities, safety topics, and service expectations.
• Meet, greet, and assist customers with hotel accommodations, ground transportation, catering, and special service requests.
• Ensure adherence to company standards related to customer service, safety, and security.
• Support efforts to improve external customer satisfaction scores, including third party surveys and feedback tools.

Skills

People leadership

Customer service

Aviation industry experience

MS Office

Communication skills

Driver's license

Education

Bachelor’s degree or equivalent experience

Tools

X1

Job description

Modern Aviation in Englewood, CO is seeking a Customer Service Manager to lead the FBO CS team, uphold safety, service quality, and operational effectiveness, and collaborate with the General Manager and line leadership to deliver a seamless customer experience.

You will supervise CSRs and supervisors, recruit and train staff, manage schedules, drive customer satisfaction and retention, and ensure compliance with safety programs.