Project Manager (Customer Experience Leader)

Elliott Aviation - Milan, IL

Full-time - Mid Level

Milan, IL

Petroleum and Coal Products Manufacturing

About the position

As a Customer Experience Leader at Elliott Aviation, you will play a crucial role in ensuring that customers receive exceptional service during their aircraft maintenance events. This position involves being the primary point of contact for customers, collaborating with various operations teams to uphold quality standards and deliver on service promises. Your focus will be on building strong relationships, providing regular updates, and managing resources effectively to enhance the overall customer experience.

Responsibilities

• Establish and maintain open communication with customers throughout their service experience.
• Track the progress of aircraft maintenance and provide customers with regular updates on timelines and status.
• Collaborate with Operations teams to optimize efficiency and maintain high-quality standards.
• Schedule and manage resources for service requests to ensure timely task completion.
• Engage with Crew Chiefs and Team Leads to address any open issues or roadblocks.
• Ensure accurate invoicing practices and collaborate with the Invoice Specialist and Operations leaders.
• Maintain a standardized documentation system for all projects and provide timely updates to production control.
• Promptly close customer accounts within five days of service delivery and collect progress payments as required.

Requirements

• Excellent oral and written communication skills.
• Experience in an aviation technical discipline.
• Associate's degree or equivalent; Project Management Certification is a plus.
• Strong problem-solving and organizational skills.
• Basic computer proficiency for reporting and tracking.
• Ability to resolve conflicts positively and effectively communicate with customers and team members.

Nice-to-haves

• Flexibility to work nights and weekends, and travel as needed for aircraft events.

Benefits

• Wellness program
• Paid holidays
• Disability insurance
• Relocation assistance
• Dental insurance
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance
• Prescription drug insurance