Aviation Customer Success & Operations Manager

Delta Airlines; Madison (WI); Remote; USD 57,308,160 - 85,962,240; Full time

Job summary

Delta Airlines is seeking a Customer Service Manager in Wisconsin, USA, requiring a Bachelor's degree and 5+ years of technical experience in aerospace or MRO. The role focuses on maintaining technical expertise, managing client relationships, coordinating with shipping and stakeholders, and driving customer satisfaction and profitability.

The position entails 25%–30% travel, a strong emphasis on analytical skills, budgeting, and the ability to influence across levels of the organization.

Qualifications

• Bachelor's degree in Engineering, Finance or related field.
• 5+ years of technical experience in aerospace, airline or MRO.
• Strong history in customer support and interpersonal relationships.
• Budget planning and execution experience.
• Lean, Six Sigma or other process improvement experience preferred.
• Excellent analytical and problem-solving abilities.
• Ability to influence and drive change across the organization.
• Ability to produce concise, relevant documentation for clients and senior leaders.
• Ability to manage multiple priorities with timely delivery.
• Travel 25-30% annually.
• Proficient with computers including spreadsheets.

Responsibilities

• Maintain technical expertise on client product traces and coordinate containment plans.
• Manage in-provider patron relationships and ensure contract obligations are met.
• Coordinate client activities via MRO carrier shipping and key account stakeholders.
• Improve customer performance metrics and chair customer opinions via scorecards.
• Provide ongoing training for technical product line staff.
• Ensure internal stakeholders understand contract deliverables.
• Serve as subject matter expert for all client contracts in the area.
• Discuss and align on logistics, scheduling, engineering, documentation, contacts, materials.
• Be the first point of contact for carrier delivery requirements.
• Provide client input on business forecasts.
• Address and remedy customer dissatisfaction issues.
• Support achievement of customer satisfaction goals.
• Identify promotion opportunities with enterprise manager and local sales.
• Participate in negotiations and close new revenue opportunities.
• Collect receivables and prepare profitability analyses for client contracts.

Skills

Customer service

Interpersonal relations

Project management

Analytical thinking

Written and verbal communication

Education

Bachelor's degree in Engineering, Finance or related field

Tools

Excel

Job description

Delta Airlines is seeking a Customer Service Manager in Wisconsin, USA, requiring a Bachelor's degree and 5+ years of technical experience in aerospace or MRO. The role focuses on maintaining technical expertise, managing client relationships, coordinating with shipping and stakeholders, and driving customer satisfaction and profitability.

The position entails 25%–30% travel, a strong emphasis on analytical skills, budgeting, and the ability to influence across levels of the organization.