Vice President-Customer Support

Job Summary 

The Vice President-Customer Support is an executive leader with full P&L responsibility for Cirrus Aircraft’s global customer support organization. This role defines and executes customer support strategy across ownership programs, mobile maintenance services, and the authorized service network, ensuring exceptional customer experiences, operational excellence, and sustainable growth throughout the aircraft lifecycle. 

Duties and Responsibilities/Essential Functions 

• This position will serve a crucial role in delivering the Cirrus brand experience we want for our customers.  This role will drive enhancements in the team serving customers in several capacities. 
• P/L responsibility for Customer Support business unit  
• Key functions include: 
  • 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. The new organization will have 4 areas of focus to enhance support for Cirrus customers.  
• Deploy newly formed Customer Resource Center to focus on timely and complete resolution of customer challenges. Lead further refinement through iterations of CRC concept.  
• Lead newly formed organization developing and deploying mobile maintenance assets.  
• Lead newly formed organization managing authorized network of flight training and maintenance service providers.  
• Lead further development and execution of JetStream, warranty and other service packages.  
• Ensure Exceptional Customer Service: 
• Energize the Cirrus Service Essentials and Guiding Principles. 
• Empowers employees to provide excellent customer service. 
• Strives to improve service performance, acts with urgency to resolve customer challenges.  
• Emphasizes customer satisfaction during all team meetings and focuses on continuous innovation.  
• Inspire, lead, coach, mentor, recruit, retain and develop team of aviation professionals delivering world class customer support to a global customer base.  
• Lead Continuous Innovation efforts to constantly refine the customer experience through innovation and adopting new standards into the “Cirrus Services Play Book.” 
• Demonstrate entrepreneurship, change leadership, negotiation and influence, business acumen, operational decision making, customer orientation, driving for results, managing and measuring work, interpersonal skills and superior ability to positively relate and communicate to customers. 
• Perform leadership functions such as conducting annual reviews, making hiring decisions, managing performance of director reports, mentoring and skill development. 
• Participate in strategic planning discussions. Arrange and organize key financial data and results for centers in one merged presentation for review by leaders. Assist in the preparation and management of capital budget, P/L planning, operating budget, organization planning, data systems planning, and expense management for assigned areas. 

Qualifications 

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. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. 

• Bachelors  degree in business administration, Aviation Management or a related field required; Masters 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%. 

Preferred Education and/or Experience 

• FAA Pilot License and/or general aviation flying experience.  
• FAA Airframe and Powerplant (A&P) certification. 
• Demonstrated experience in managing network of authorized service providers. 
• Demonstrated experience in developing and deploying technical training programs and content.  
• Experience leading multiple locations or remote work force.  

Competencies

• Global Perspective: Takes a broad view when approaching issues, using a global lens.   
• Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.   
• Drives Vision and Purpose: Paints a compelling picture of the vision and strategy that motivates others to action.   
• Business Insight: Applies knowledge of business and the marketplace to advance the organizations goals.   
• Financial Acumen: Interprets and applies understanding of key financial indicators to make better business decisions.   

Our Benefits  

• 401(k) Plan: Dollar-for-dollar match up to 5% after 90 days, with 100% vesting after one year of employment.
• Employer-Paid Coverages: Group term life, short- and long-term disability insurance.
• Comprehensive Health Coverage: Medical, vision, dental, with additional dependent coverage options.
• Free Health Tracking: With rewards for meeting health goals.
• Generous PTO: 100 hours accrued within the first year.
• Employee Referral Bonus: For referring talented candidates.
• Career Development: Tuition reimbursement and professional growth opportunities.
• Exclusive Discounts: Access to partner and marketplace discounts.
• Community & Engagement: Company and employee clubs at various locations.

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position.  Duties, responsibilities and activities may change at any time with or without notice.  Work beyond 40 hours per week may be required.  

Cirrus is dedicated to a drug free work environment promoting equal employment opportunity.  Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.