Vice President-Customer Support

Responsibilities

• Timely resolution of customer and aircraft challenges.
• End-to-end ownership of solving problems.
• Timely resolution of AOG customers.
• Technical support and problem resolution.
• Execution of aircraft ownership programs.
• Development, deployment and administration of Cirrus owned mobile maintenance assets.
• Cultivate the network of third party, Cirrus Authorized Flight Training & Aircraft Maintenance service providers.
• Develop and deploy systems, processes, tools, teams and talent to optimize outcomes.
• Lead team through change management processes to deploy newly formed organization and structure.

Qualifications

• Bachelor's degree in Business Administration, Aviation Management or a related field required; Master's degree preferred.
• Demonstrated leadership, business and financial acumen required.
• Minimum of 15 years' experience in customer support, with at least 5 years in a leadership role.
• Demonstrated leadership ability in customer service teams and enhancing the customer experience.
• Experience in leading a geographically diverse and remote work force.
• Demonstrated experience in managing a business unit with independent P/L.
• Understanding of Business & General Aviation business practices, players, and industry norms.
• Experience operating within FAA regulations or other highly regulated industry.
• Demonstrated ability to resolve customer and company employees' concerns in a courteous, professional and effective manner.
• Exceptional negotiating skills, problem-solving skills, research and resolution skills, data analysis and multi-tasking skills.
• Ability to work extended hours including nights and weekends plus travel up to 40%.
• FAA Pilot License and/or general aviation flying experience preferred.
• FAA Airframe and Powerplant (A&P) certification preferred.
• Demonstrated experience in managing network of authorized service providers preferred.
• Demonstrated experience in developing and deploying technical training programs and content preferred.
• Experience leading multiple locations or remote work force preferred.