Supervisor, Client Experience

FlightSafety International; Northern (KY); Hybrid; USD 65,000 - 95,000; Full time

Job summary

FlightSafety International is seeking a Supervisor, Client Experience to lead our client services and scheduling teams. The role focuses on maintaining a positive client experience by ensuring accurate processes and effective team performance.

The incumbent will coach staff, manage timecards, and drive continuous improvement while collaborating with cross-functional partners to uphold FlightSafety’s high standards of service and operational excellence.

Qualifications

• Bachelor’s degree in Business or Aviation Management or three years related experience; equivalent combination allowed.
• Three or more years of leadership experience in a fast-paced, confidential environment.

Responsibilities

• Oversee departmental activities and personnel to align with client services and scheduling strategy.
• Manage customer retention activities for the department.
• Interview and evaluate prospective candidates for employment.
• Track, evaluate and report teammate performance and goals.
• Provide day-to-day supervision including coaching, scheduling, and quality checks.
• Approve employee timecards weekly and ensure objectives are met.
• Mentor, train and develop Customer Support teammates; coordinate related activities.

Skills

Customer service

Verbal and written communication

Data-driven decision making

Cross-functional collaboration

Problem solving

Confidentiality

MS Office (Excel, Word, PowerPoint,Out

Education

Bachelor’s degree in Business or Aviation Management

Three years related experience

Tools

Excel

Word

PowerPoint

Outlook

Job description

About FlightSafety International

FlightSafety International is the world’s premier professional aviation training company and supplier of flight simulators, visual systems and displays to commercial, government and military organizations. The company provides training for pilots, technicians and other aviation professionals from 167 countries and independent territories. FlightSafety operates the world’s largest fleet of advanced full-flight simulators and award-winning maintenance training at Learning Centers and training locations in the United States, Canada, France and the United Kingdom.

Purpose of Position

The primary focus of the Supervisor, Client Experience is to oversee departmental activities and personnel to ensure alignment with the overall operations strategy of client services and scheduling which lead to a continuous and positive client experience.

Tasks and Responsibilities

• Work cooperatively throughout all levels of FlightSafety’s cross functional business units to successfullysupport FlightSafety’s Vision to be the world’s premier aviation training company; known for its outstandingcustomer service, superior quality training and products, operational excellence and talented Teammates.
• Ensure accuracy and integrity of department processes.
• Manage all customer retention activities for department.
• Interview and evaluate prospective candidates for employment.
• Track, evaluate and report teammate performance and goals.
• Provides day to day supervision of team to include: coaching on performance, coordinating activities andwork schedules, checking on quality and work progress.
• Responsible for approving employee timecards each week
• Resolves problems, identifies the most appropriate solution and may establish new techniques to ensurethe team meets its objectives and improve the efficiency of the team.
• Responsible for mentoring, training and development of Customer Support teammates or the coordinationof those activities.
• May be asked to assume responsibility of Manager, Client Experience duties in their absence.

Minimum Education

• Bachelor’s degree in Business or Aviation Management required or three (3) years related experience and or training; or equivalent combination of education and experience; equivalency years or experience substitution must be in related field.

Minimum Experience

• Three (3) or more years of leadership experience in a work environment of an upper level management support position involving confidentiality, organizational skills and time constraint pressures, required.

Knowledge, Skills, Abilities

• Excellent customer service skills.
• Excellent verbal and written communication skills
• Excellent customer service and interpersonal skills
• Demonstrated ability to establish metrics and provide data-driven solutions in a service center structure across a matrixed operating environment
• Proven ability to collaborate across a broad spectrum of key stakeholders and various levels of management in a professional manner
• Ability to adapt to changes rapidly and perform in a fast-paced work environment while managing multiple deadlines, inquiries, and projects simultaneously
• Strong attention to detail, problem-solving, critical thinking, and analytical skills
• Solutions-oriented problem solver with a focus on continuous improvement
• Proven ability to identify, evaluate, and solve problems by applying policies and procedures to a variety of issues
• Ability to influence without formal authority
• Demonstrated ability to maintain a high level of confidentiality and professionalism
• Complies with all company policies and procedures
• Fluency in English
• Advanced proficiency in Microsoft Office suite or related software, in particular Excel, Word, PowerPoint and Outlook
• Other software programs may be required.

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those that must be met and/or encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and communicate. The employee may be required to stand; walk; sit.Specific vision abilities required by this job include the ability to view monitors, technical documents, and reference material.The noise level in the work environment is usually low to moderate.

FlightSafety is an Equal Opportunity Employer/Vet/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Any offer of employment is contingent upon successful completion of required compliance reviews, including verification that the candidate is not prohibited from employment under U.S. economic sanctions programs administered by the U.S. Department of the Treasury’s Office of Foreign Assets Control (OFAC).

This position may require access to export-controlled technology or services subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). Employment consideration and any offer of employment are contingent upon the applicant’s ability to comply with these requirements, including qualifying as a “U.S. Person” under applicable regulations or otherwise eligible for export authorization within a timeframe consistent with business needs. A “U.S. Person” includes U.S. citizens, lawful permanent residents (holders of approved and unexpired green cards), and certain refugees or asylees with protected status under U.S. law.

This position may also require eligibility to obtain and maintain a U.S. Government security clearance for the duration of employment.

Cybersecurity Notice: All official recruiting communication from FlightSafety International will come from an @flightsafety.com email address. FlightSafety International will never ask for personal or financial information through social media or third-party email providers.