Customer Service Director, MRO

About the role

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.

Responsibilities

• 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.

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

• 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

About StandardAero

Raising the Standard of Excellence since 1911 With over a century of proven excellence, StandardAero has become an industry leader in MRO services and customized solutions in the aerospace field. Our shared values and learning-based culture inspire our team to exceed their potential and power our customers’ missions worldwide. With on-the-job training, advancement opportunities, and excellent benefits, StandardAero invites you to experience a fulfilling and meaningful career with us.

Inclusivity

It is StandardAero’s policy to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex (including transgender status, sexual orientation, and pregnancy) sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.

About The Team

It is StandardAero’s policy to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex (including transgender status, sexual orientation, and pregnancy) sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.