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Director Customer Experience and Service Delivery

Company: Air Methods Corporation
Location: Aurora
Posted on: January 24, 2023

Job Description:

Job Summary
Senior Leadership Team member responsible for managing and leading the Customer Experience and Service Delivery team, with the primary objective to ensure optimal customer experience and satisfaction, by overseeing the company's overall service and product delivery. This position is the voice of the customer at the SLT level and across the organization, driving change cross-functionally to continuously improve value creation for customers during and after the delivery process.
Essential Functions and Responsibilities include the following: - -

  • Build and manage a CX organization that ensures optimal service/product delivery
  • Develop and manage the budget for the CX department
  • Contribute to revenue and direct margin tracking for each project/product in collaboration with finance and operations.
  • Develop and execute on CX strategy in line with overall company strategic and financial objectives
  • Actively communicate and engage with operational functions to ensure complete alignment and seamless information sharing across the organization
  • Establish standard processes/tools and structure across the CX organization
  • Monitor key performance indicators related to service/product delivery and CX
  • Engage with customer base to capture and share market feedback/VoC and opportunities to improve services and products
  • Other Duties as assigned

    Additional Job Requirements

    • Regular scheduled attendance
    • Indicate the percentage of time spent traveling - up to 25%

      Subject to applicable laws and Air Method's policies, regular attendance is an essential function of the position. - All employees must follow Air Methods' employment practices and policies.
      Supervisory Responsibilities
      Directly supervises employees in the Program Management department. - Carries out Supervisory responsibilities in accordance with the organization's policies and applicable laws. - Responsibilities include interviewing, selecting, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding, and disciplining employees, addressing complaints, and resolving problems.
      To perform this job successfully, an individual must be able to perform each essential function satisfactorily. - The requirements listed below are representative of the knowledge, skill, and/or ability required. - In accordance with applicable laws, Air Methods will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.
      Education & Experience

      • Bachelor's degree (BS/BA) in related technical or business discipline from a four-year college or university and ten or more years' related aviation or aerospace industry experience and/or training; or equivalent combination of education and experience. - -
      • 5 years of demonstrated experience in customer experience or other customer-centric roles.
      • A proven track record in leadership positions, preferably in customer support, operations or program management.
      • Experience in supporting operators in the aerospace/aviation/helicopter industry in an aftermarket role and/or environment.
      • Background and experience in aircraft modifications, MRO, aerial operations and/or product manufacturing in either a support, operational or sales role.
      • Defense Contracting experience in aviation or aerospace preferred.


        • Ability to work collaboratively in a cross-functional team environment.
        • Excellent interpersonal and communication skills.
        • Strong focus on execution and delivering results.
        • Ability to think strategically while also being able to "deep dive" into tactical tasks as needed.
        • Strong continuous improvement experience.
        • Process oriented and understanding of a P&L's multiple performance levers.

          Computer Skills

          • Proficient with Microsoft Suite, including Word, Excel, PowerPoint, Project, and Outlook
          • Experience with ERP systems (Visual, SAP, etc.) preferred

            Certificates, Licenses, Registrations

            • Lean Six Sigma certification preferred


              • Hiring Salary Range: -$124,373 - $158,000
              • Bonus/Commission Eligible: Yes
              • Benefits: Air Methods provides a comprehensive benefits package. - We believe our benefits should be as diverse as our teammates. - We offer competitive medical, dental and vision coverage along with voluntary accident, hospitalization and critical illness coverage, short and long term disability, life and AD&D, time off programs, pretax and Roth 401(k) with a generous company match, tuition reimbursement, profession training and certifications, dependent care support, EAP and concierge services to name just some of what we have to offer. -

                Air Methods is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
                -Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Air Methods Corporation, Aurora , Director Customer Experience and Service Delivery, Hospitality & Tourism , Aurora, Colorado

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