What are the responsibilities and job description for the Customer Experience Manager position at James Spearman Aircraft LLC?
Company Description
James Spearman Aircraft LLC, founded by James Spearman, is a leader in aviation maintenance with deep roots in the industry’s rich heritage. The company is dedicated to unmatched safety and outstanding customer service, ensuring every flight is secure and every client is satisfied. With a team of seven seasoned mechanics possessing over 100 years of combined experience, JSA emphasizes ongoing expert training to stay ahead in aviation technology. Beyond providing top-notch maintenance services, the company is committed to fostering the next generation of aviators and entrepreneurs. Located in the heart of Sevierville, TN, James Spearman Aircraft is a trusted partner in innovation and service excellence.
We’re hiring a Customer Experience Manager in Sevierville, TN
Pay: $60,000–$85,000 base, depending on experience, with upside for the right person.
Spearman Aircraft is growing fast, and we’re done accepting poor communication as “normal” in aviation.
We’re looking for someone who can own the customer experience from first contact to project completion.
This is not a passive role.
This is not a “take messages and pass them along” job.
You will be the face of the company to our customers—and the pressure point between high-value clients and a fast-moving maintenance shop.
What you’ll actually do:
- Own all customer communication: calls, texts, updates, and follow-through
- Keep customers informed and confident throughout their project
- Translate technical work into clear, confident updates customers understand
- Proactively manage timelines, delays, and expectations before they become problems
- Push internally to get answers fast when customers need them
- Help turn frustrated customers into loyal long-term clients
- Work directly with sales and operations to create a premium experience from start to finish
Who this is for:
- Someone from a high-end service background: hospitality, luxury hotel, concierge, client success, service advising, or high-ticket account management
- Someone who takes pride in delivering a premium experience, not excuses
- Someone organized, assertive, and calm under pressure
- Someone who can handle difficult conversations without folding
- Someone who wants to help build something elite, not average
Who this is not for:
- Someone who waits to be told what to do
- Someone who hides from conflict
- Someone who makes excuses instead of solving problems
Why this role matters:
Our projects are often $50,000–$200,000 .
Customers are trusting us with their aircraft, their money, and their time.
Your job is to make sure they feel that trust was well placed.
Location: Sevierville, TN- On-Site
Industry: Aviation experience is a plus, but not required. We can train the technical side.
If you’ve ever thought, “I could run circles around the service experience at most companies,” this is your chance to prove it.
To apply, message me directly or send your resume to alice@spearmanaircraft.com
Salary : $60,000 - $85,000