Director, Aviation PM & Customer Experience

West Star Aviation; Chattanooga (TN); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical

Dental

401K match

Time off accruals

Weekly pay days

Job summary

West Star Aviation seeks a Director of Project Management and Customer Experience to lead the PM and CX teams at the Chattanooga site. You will serve as the primary customer interface, providing strategic oversight of project management and customer experience functions, including escalation management and timely project closure.

Responsibilities include direct customer engagement, coordination with managers and technicians, and driving continuous improvement in customer communication and

Qualifications

• Requires understanding of business aviation maintenance and avionics.
• Experience in managing customer relationships in an MRO environment.
• FAA documentation and maintenance recordkeeping experience.

Responsibilities

• Review all incoming aircraft SOFs and assign a Project Manager as required.
• Lead the Project Management team by improving processes and mentoring staff.
• Oversee the site Customer Experience team and ensure standards are met.
• Manage the customer escalation framework and recovery efforts for complex projects.
• Provide executive-level oversight of large, high-visibility aircraft projects.
• Coordinate work orders, squawk approvals, deposits, and project closures.

Skills

Project management

Leadership

Customer experience

Communication

Escalation management

Education

High school diploma or equivalent

Airframe and Powerplant License beneficial

Aviation training beneficial

College degree beneficial

Management/leadership training beneficial

Job description

West Star Aviation seeks a Director of Project Management and Customer Experience to lead the PM and CX teams at the Chattanooga site. You will serve as the primary customer interface, providing strategic oversight of project management and customer experience functions, including escalation management and timely project closure.

Responsibilities include direct customer engagement, coordination with managers and technicians, and driving continuous improvement in customer communication and