Director, Customer

StandardAero; Maryville (TN); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Comprehensive Healthcare

401(k) with 100% company match up to 5

Paid Time Off starting day one

Bonus opportunities

Health & Dependent Care FSAs

Short- & Long-Term Disability

Life & AD&D Insurance

Learning & Training opportunities

Job summary

StandardAero in Maryville, TN is seeking a Customer Director to lead the APU program, drive customer relations, and partner with Operations on local production. You will oversee the customer service organization, set strategic direction, and ensure delivery of exceptional fulfillment and satisfaction.

This role requires building a customer-first culture and managing top-line engagements with clients and internal teams.

Qualifications

• University degree in business administration, commerce, engineering; or Six+ years relevant experience.
• 3+ years of experience in customer service or account management experience in an aerospace environment.

Responsibilities

• Recognizes and understands flight/product safety-critical parts and processes; reports safety concerns and participates in proactive risk analysis.
• Demonstrates understanding and adherence to Just Culture principles.
• Provides functional leadership and serves as the primary point of contact for all Customer Service employees within the sector.
• Leads and develops a customer-first culture across front-line staff and management to support customer fulfillment and retention.
• Oversees customer service operations, including development and implementation of procedures, systems, tools, and management controls to improve fulfillment and satisfaction.
• Monitors, analyzes, and reports on customer needs, fulfillment performance, and satisfaction metrics; develops KPIs and provides recommendations for continuous improvement.
• Partners with sites to evaluate customer fulfillment performance and leads identification, coordination, and implementation of corrective actions.
• Ensures consistent delivery of customer service standards across the organization and participates in Customer Service leadership forums.
• Manages full employee lifecycle for direct reports, including recruitment, training, performance management, employee relations, and health and safety.
• Supports business operations through budget management, continuous improvement initiatives, and contributions to strategic planning, forecasting, and special projects.

Skills

Customer service leadership

Aerospace industry knowledge

Strategic planning

Negotiation

Education

Bachelor's degree in business administration, commerce, engineering; or Six+ years relevant experience

Job description

Customer Director

Location: Maryville TN

Build an Aviation Career You’re Proud Of

At StandardAero, we use our ingenuity and know-how to find solutions for challenges simple to complex. Together, we get the job done—and done well. Our stability, resources, and respectful culture support long-term careers built on trust, teamwork, and doing things right.

The Customer Director is the Director of Programs on the APU team and it is in the AOP.This is a key position leading the APU program including contract negotiations, customer relations, and partnering with Operations on local production.

What You Will Do

• Recognizes and understands flight/product safety-critical parts and processes; immediately reports safety concerns and participates in proactive risk analysis
• Demonstrates understanding and adherence to Just Culture principles
• Provides functional leadership and serves as the primary point of contact for all Customer Service employees within the sector
• Leads and develops a customer-first culture across front-line staff and management to support customer fulfillment and retention
• Oversees customer service operations, including development and implementation of procedures, systems, tools, and management controls to improve fulfillment and satisfaction
• Monitors, analyzes, and reports on customer needs, fulfillment performance, and satisfaction metrics; develops KPIs and provides recommendations for continuous improvement
• Partners with sites to evaluate customer fulfillment performance and leads identification, coordination, and implementation of corrective actions
• Ensures consistent delivery of customer service standards across the organization and participates in Customer Service leadership forums
• Manages full employee lifecycle for direct reports, including recruitment, training, performance management, employee relations, and health and safety
• Supports business operations through budget management, continuous improvement initiatives, and contributions to strategic planning, forecasting, and special projects

Minimum Qualifications:

• University degree in business administration, commerce, engineering; or equivalent, or Six+ years of relevant experience
• 3+ years of experience in customer service or account management experience in an aerospace environment.

Preferred Qualifications:

• Strong planning, organizational, analytical, leadership, interpersonal, decision making, oral and written communication skills.
• Strong negotiation, conflict resolution, and customer service skills.
• Working knowledge of products within the sector

Benefits That Make Life Better

• Comprehensive Healthcare
• 401(k) with 100% company match up to 5%
• Paid Time Off starting day one
• Bonus opportunities
• Health & Dependent Care FSAs
• Short- & Long-Term Disability
• Life & AD&D Insurance
• Learning & Training opportunities

Raising the Standard of Excellence Since 1911

With more than a century of proven excellence, StandardAero is a global leader in aerospace MRO services and customized solutions. Our learning-based culture, advancement opportunities, and industry-leading benefits support meaningful and fulfilling careers.

Inclusivity Is Our Standard

StandardAero is an equal opportunity employer. We foster a respectful, inclusive environment where everyone is welcome to bring their authentic self to work.

Must meet US Persons requirements per ITAR.

StandardAero is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, transgender status, genetic information, status as a protected veteran, and basis of disability status or any other federal, state or local protected class.