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.

MINIMUM EDUCATION AND EXPERIENCE

Bachelor’s degree required, however 5+ years in a customer leadership role with a minimum of 1-3 management experience leading a customer support team can be substituted for the degree requirement

KNOWLEDGE, SKILLS, ABILITIES

• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Excellent organizational skills, time management and attention to detail.
• Strong analytical and problem-solving skills.
• Strong leadership skills.
• Ability to interact with cross functional teams.
• Ability to 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.

PURPOSE OF POSITION

The primary focus of the Manager, Client Experience is to manage departmental activities and personnel, along with being accountable for the overall operations 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 successfully support FlightSafety’s Vision to be the world’s premier aviation training company; known for its outstanding customer service, superior quality training and products, operational excellence and talented Teammates.
• Implement and manage changes in procedures or personnel with FlightSafety Management, Teammates and Customer and Client base.
• Analyze and measure departmental procedures to ensure consistent and compliant Customer and Client satisfaction. Report to Leadership as necessary.
• Responsible for accounting and forecast reporting functions for the Center and the 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, and document departmental staff meetings.
• Provides day to day supervision to a team to include: coaching on performance, coordinating activities and work schedules, checking on quality and work progress.
• Resolves problems, identifies the most appropriate solution and may establish new techniques to ensure the team meets its objectives and improve the efficiency of the team.
• Responsible for mentoring, training and development of Customer Support teammates or the coordination of those activities.