Head of Client Experience — Aviation Training

Flightsafety-International; Houston (TX); On-site; USD 85,000 - 125,000; Full time

Job summary

FlightSafety International in Houston seeks a Manager, Client Experience to lead the department's activities and personnel, ensuring a positive and consistent client journey across services. You will collaborate with cross-functional units, analyze budgeting and performance metrics, and mentor a customer support team to uphold quality and speed in responses.

The role requires Bachelor’s degree and 5+ years in customer leadership with management experience, offering growth in aviation training

Qualifications

• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Gathers and analyze data to identify and solve complex problems that may arise.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills, time management and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to interact with various levels of management in a professional manner.
• Ability to remain calm and adapt to changes rapidly and perform in a fast-paced work environment.
• Results-oriented with high drive to achieve objectives and standards with little supervision or guidance.
• Fluency in English, through both verbal and written communications; able to speak, understand, read and write.
• Proficient with Microsoft Office Suite.

Responsibilities

• Work cooperatively throughout all levels of FlightSafety’s cross functional business units to support Vision.
• Utilize accounting skills to analyze and populate financial budgets and reports.
• Implement and manage changes in procedures or personnel.
• Analyze and measure departmental procedures to ensure client satisfaction.
• Responsible for accounting and forecast reporting functions for the Center and Department.
• Adhere to Quality Management System and annual review of processes.
• Ensure accuracy and integrity of center level processes.
• Manage all customer retention activities for department.
• Interview and evaluate prospective candidates for employment.
• Responsible for managing and tracking new hire and annual departmental training requirements.
• Track, evaluate and report teammate performance and goals.
• Direct and/or facilitate staff meetings and provide day to day supervision.
• Mentor, train and develop Customer Support teammates.

Skills

Customer service

Communication

Data analysis

Interpersonal skills

Organization

Analytical thinking

Leadership

Supervisory skills

Cross-functional collaboration

English fluency

Microsoft Office

Education

Bachelor’s degree

Job description

FlightSafety International in Houston seeks a Manager, Client Experience to lead the department's activities and personnel, ensuring a positive and consistent client journey across services. You will collaborate with cross-functional units, analyze budgeting and performance metrics, and mentor a customer support team to uphold quality and speed in responses.

The role requires Bachelor’s degree and 5+ years in customer leadership with management experience, offering growth in aviation training