Customer Service Director, MRO

Customer Service Director

Build an Aviation Career You're Proud Of

Join StandardAero as the Customer Service Director, responsible for providing strategic leadership and operational oversight for all customer-facing functions within our Business Aviation MRO. Drive exceptional customer experience, improve service-related processes, and ensuring accurate, timely billing and contract compliance across the organization, including engine, aircraft, and avionics maintenance programs. Serves as a key liaison between Operations, Finance, Sales, and Executive Leadership to align customer commitments with operational performance and financial objectives.

For over 50 years, StandardAero Augusta has been setting the standard in Corporate Aircraft Maintenance. Our Part 145, Business Aviation MRO facility, is specialized to support an extensive range of aircraft models, including renowned brands such as Falcon, Hawker, Challenger, Gulfstream, and Embraer. With our recent 80,500 sq ft expansion we've doubled our footprint at AGS. Our facility focuses on 27 models of aircraft on the Airframe side, while our Engine Shop performs comprehensive overhauls on Honeywell HTF7000 and TFE731 engines, APUs, and performs diagnostics in our state-of-the-art test cells.

What You'll Do:

• Enhance, implement and manage the site's Customer Experience Program.

• Develop and execute a comprehensive Customer Service Strategy aligned with company growth and profitability goals.

• Establish service standards, KPIs, and service-level agreements (SLAs) to drive measurable improvements in customer satisfaction and retention.

• Act as executive escalation point for key customer issues, providing direct leadership to Billing, Customer Project Managers, Aircraft Line Service, and Reception.

• Build a high-performance culture focused on accountability, responsiveness, and continuous improvement.

• Establish clear roles, performance metrics, and development plans for all customer-facing staff, including partnering with HR on talent acquisition, performance management, and succession planning.

• Ensure effective management of maintenance projects, heavy events, engine overhauls, and avionics programs from induction to redelivery, while overseeing contract interpretation, scope management, change orders, and customer communications.

• Ensure accurate quoting, milestone tracking, and revenue capture in coordination with Operations and Finance.

• Oversee billing accuracy, timeliness, and compliance to improve billing cycle efficiency and minimize disputes.

• Monitor WIP (Work in Process), AR aging, and margin performance related to customer accounts.

• Lead process improvement initiatives across customer-facing workflows, leveraging Lean Principles where applicable.

• Collaborate with Operations to align production schedules with customer commitments.

• Implement standardized communication protocols between maintenance teams and customers.

• Support Sales in renewals, contract negotiations, and growth opportunities.

• Lead business reviews and performance reporting for major customers.

• Serve as the primary liaison between the customer and internal operations for all business and program-related matters.

Position Requirements:

• Minimum 8 years of progressive leadership experience in an Aviation MRO environment (including Engine, Airframe, or Avionics maintenance).

• Minimum 3 years in a senior leadership role overseeing customer-facing functions.

• Experience with contract management, milestone billing, and revenue recognition.

• Experience working with ERP/MRO systems and CRM platforms.

• Minimum level of education, High School Diploma or GED equivalent.

• Must be authorized to work in the U.S. without sponsorship.

Preferred Characteristics:

• Strong understanding of FAA Part 145 repair station operations and maintenance workflows.

• Bachelor's degree in Aviation Management, Business Administration, or related field.

• Proven ability to lead cross-functional teams in a high-volume, deadline-driven environment.

• Demonstrated ability to drive process improvement and organizational change.

• Data-driven decision-maker with strong analytical and problem-solving skills.

• Strong financial acumen including budgeting, margin analysis, and cost control.

Benefits that make life better:

• Sign-on and Relocation Bonus Eligible
• Tuition Reimbursement
• Comprehensive Healthcare Insurance
• 401(k) with a 5% company match, immediately vested
• Paid Time Off accrued starting on day one
• Bonus opportunities
• Health & Dependent Care Flexible Spending Accounts
• Short & Long-Term Disability Insurance
• Life and AD&D Insurance
• Career development and cross-training opportunities

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