Aviation Customer Success & Operations Lead

Delta Airlines; Austin (TX); On-site; USD 27,552 - 41,328; Full time

Job summary

Delta Airlines in Austin, TX, seeks a Customer Service Manager to oversee client relations, performance metrics, and profitability analyses for airline and MRO accounts. The role focuses on improving customer satisfaction, coordinating cross-functional shipping, and driving value with commercial teams.

The position requires a Bachelor’s degree and 5+ years in aerospace, airline, or MRO, with strong analytical and interpersonal skills, and experience in budget planning and process improvement.

Qualifications

• Bachelor’s degree in Engineering, Finance, or related field.
• Five or more years of technical experience in aerospace, airline, or MRO industry.
• Proven customer service record and ability to build interpersonal relationships.
• Budget planning and execution experience.
• Familiarity with lean, Six Sigma, or similar process improvement methodologies.
• Strong analytical and problem‑solving skills.
• Ability to manage multiple priorities simultaneously.
• Advanced PC skills (presentations and spreadsheets).
• Willingness to obtain COVID‑19 vaccine if required.
• Commitment to privacy, diversity, and security.

Responsibilities

• Liaise with clients to optimize in‑carrier performance and manage contractual duties.
• Coordinate customer service via MRO shipping organization and stakeholders on settlement deliverables.
• Provide performance metrics and chair client business critiques via scorecards.
• Clarify technical components of account agreements for internal stakeholders.
• Serve as primary contact for customer shipping requirements.
• Provide purchaser input on forecasts and resolve customer dissatisfaction issues.
• Drive customer satisfaction goals and develop selling opportunities with sales teams.
• Prepare profitability analyses and manage receivables for client contracts.
• Communicate settlement requirements including logistics, scheduling, engineering, and documentation.

Skills

Analytical skills

Problem-solving

Budget planning

Lean Six Sigma

MS Office

Education

Bachelor’s degree in Engineering, Finance, or related field

Tools

MS Office

Presentations

Spreadsheets

Job description

Delta Airlines in Austin, TX, seeks a Customer Service Manager to oversee client relations, performance metrics, and profitability analyses for airline and MRO accounts. The role focuses on improving customer satisfaction, coordinating cross-functional shipping, and driving value with commercial teams.

The position requires a Bachelor’s degree and 5+ years in aerospace, airline, or MRO, with strong analytical and interpersonal skills, and experience in budget planning and process improvement.