Customer Service Manager-EN

The Customer Service Manager is responsible for delivering an exceptional experience to cadets and airline customers throughout the training lifecycle. This role leads the customer service team, ensures operational efficiency, proactively resolves issues, and collaborates with training, operations, planning, HR, and finance to maintain a high‑quality, safe, and customer‑focused flight training environment.

Customer Experience Leadership

• Oversee daily customer service operations to ensure a professional, responsive, and student‑centric environment.
• Serve as the primary escalation point for cadet and customer concerns, ensuring timely and effective resolution.
• Maintain high levels of customer satisfaction consistent with FTO standards and CAE corporate expectations.
• Collaborate with training managers to ensure seamless cadet progression and experience.
  
  

Operational Coordination

• Partner with Planning, Dispatch, Training, HR, and Finance to support student onboarding, progression, and issue management.
• Support new student orientations, graduations, and customer‑facing events.
• Ensure service processes align with regulatory and safety standards required in FTO operations.
  
  

Leadership & Team Management

• Lead the Customer Service department in managing airline partnerships and customer experience.
• Ensure all department KPIs are met, track performance and operational metrics.
• Provide training, mentorship, guidance, and performance evaluations to team members.
• Foster a culture of safety, accountability, collaboration, and customer service excellence.
  
  

Budget & Inventory Control

• Prepare and manage departmental budgets and monthly forecasting.
• Oversee Student Reconciliation Process to ensure accurate charging and collections.
• Manage housing allocation to optimize occupancy rates.
• Oversee transportation scheduling and vendor contracts to ensure cost‑effective service delivery.
  
  

Safety Oversight

• Implement and enforce safety protocols across all customer‑facing processes.
• Conduct regular safety audits and risk assessments.
  
  

Minimum Qualifications

• High School Diploma required.
• 2–5 years of experience in aviation operations or customer service.
• Minimum 2 years of experience in a leadership or supervisory role.
• Experience managing a diverse customer population.
• Strong organizational, analytical, and communication skills.
• Proficiency with Microsoft Office Suite and training management systems.
• Demonstrated ability to lead and motivate staff.
• Ability to develop and maintain positive relationships with internal and external stakeholders.
• Strong dedication to customer experience, integrity, accountability, and ownership.
  
  

Preferred Qualifications

• Bachelor’s or associate Degree in:
• Aviation Management
• Business Administration
• Aerospace or Aeronautical Studies
• Education / Training Management
• Aviation industry experience strongly preferred.
• Experience building and developing customer service teams.
• Proven ability to foster collaborative team culture.
• Strong written and verbal communication skills across all organizational levels.
  

Physical Activity Summary

The physical demands described below represent those required to successfully perform the essential functions of this role. Reasonable accommodation may be provided as needed:

• Occasionally ascends or descends ladders, stairs, scaffolding, ramps, or poles.
• Occasionally moves in different positions within tight or confined spaces.
• Constantly remains in a stationary position (standing or sitting).
• Occasionally moves about to accomplish tasks or travel.
• Occasionally lifts or adjusts objects up to 20 lbs.
• Constantly performs repetitive motions involving wrists, hands, and fingers.
  
  

About CAE

At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we’ve driven innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more sustainably. Join a purpose-driven organization where bold ideas are encouraged, collaboration drives progress, and your growth fuels our shared success.

Position Type

Regular

Equal Opportunity Employer

CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, color, national origin, age, religion, sex, disability status, protected veteran status, or any other characteristic protected by federal, state or local laws. At CAE, everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process. If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at CAECarrieres-Careers@cae.com.

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CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.