What are the responsibilities and job description for the Vice President, Customer Experience - Commercial Engine Services position at StandardAero?
Job Description
Vice President, Customer Experience
Division: Commercial Engine Services
Location: Remote within the United States (with travel as required)
Reports to: Commercial Engine Services Division President
Build an Aviation Career You’re Proud Of
At StandardAero, we use our ingenuity, technical expertise, and global reach to solve aviation’s most complex challenges. Our Commercial Engine Services division delivers world-class maintenance, repair, and overhaul (MRO) solutions for customers who entrust StandardAero with mission-critical engine assets.
We are seeking a Vice President, Customer Experience to serve as the strategic architect of the end-to-end customer interface for our Commercial Engine Services business. In an engine MRO environment, customer experience is defined by operational certainty, transparency, right first time delvery, technical trust, and disciplined execution—especially when disruption occurs. This role ensures customers have confidence that their engines, schedules, and costs are under control throughout the engine lifecycle.
What You’ll Do
As Vice President, Customer Experience, you will lead through influence across a matrixed global organization, ensuring customer experience is a core driver of revenue growth, margin performance, and operational excellence.
Strategic Leadership & Business Impact
Raising the Standard of Excellence since 1911
With over a century of proven excellence, StandardAero has become an industry leader in MRO services and customized solutions in the aerospace field. Our shared values and learning-based culture inspire our team to exceed their potential and power our customers’ missions worldwide. With on-the-job training, advancement opportunities, and excellent benefits, StandardAero invites you to experience a fulfilling and meaningful career with us.
Inclusivity Is Our Standard
It is StandardAero’s policy to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex (including transgender status, sexual orientation, and pregnancy) sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.
Vice President, Customer Experience
Division: Commercial Engine Services
Location: Remote within the United States (with travel as required)
Reports to: Commercial Engine Services Division President
Build an Aviation Career You’re Proud Of
At StandardAero, we use our ingenuity, technical expertise, and global reach to solve aviation’s most complex challenges. Our Commercial Engine Services division delivers world-class maintenance, repair, and overhaul (MRO) solutions for customers who entrust StandardAero with mission-critical engine assets.
We are seeking a Vice President, Customer Experience to serve as the strategic architect of the end-to-end customer interface for our Commercial Engine Services business. In an engine MRO environment, customer experience is defined by operational certainty, transparency, right first time delvery, technical trust, and disciplined execution—especially when disruption occurs. This role ensures customers have confidence that their engines, schedules, and costs are under control throughout the engine lifecycle.
What You’ll Do
As Vice President, Customer Experience, you will lead through influence across a matrixed global organization, ensuring customer experience is a core driver of revenue growth, margin performance, and operational excellence.
Strategic Leadership & Business Impact
- Define and lead the division customer experience strategy aligned with growth objectives and long-range operating plans.Shape the Enterprise strategy to ensure standard tools,processes and metrics will be aligned across the company.
- Own the customer interface ecosystem—including systems, digital tools, governance, and operating models—to deliver reliability, predictability, and risk reduction.
- Translate customer expectations into scalable business requirements that support revenue expansion and disciplined execution.
- Functionally integrate Customer Programs and Customer Account activities into a unified customer experience model through standardized processes, tools, governance, and operating mechanisms.
- Design and continuously improve end-to-end customer lifecycle processes spanning contracting, pre-induction planning, shop visit execution, invoicing, redelivery, and post-visit support.
- Establish global standards and metrics that reinforce accurate TAT commitments, scope clarity, cost transparency, and invoicing discipline.
- Sponsor deployment of enabling technologies (CRM, workflow tools, analytics, customer assurance frameworks) that provide real-time visibility into customer and operational health.
- Design and develop integrated and unified customer experience through tools and processes.
- Partner with Sales, Commercial, Operations, Finance, Engineering, IT, and Quality to define complex customer solutions and operationalize contractual requirements.
- Provide executive leadership for key global accounts, ensuring alignment and delivery across multiple platforms and business units.
- Embed CX principles centered on reliability, transparency, and minimal surprises—particularly in findings communication, schedule management, and cost control.
- Lead executive response to high-impact customer issues, including AOG events and complex program challenges.
- Lead continuous improvement initiatives that reduce cycle time, minimize working capital, improve data quality, and strengthen customer confidence—particularly for major platforms such as LEAP and CFM56.
- Build enterprise customer-experience capability through coaching, standardization, and disciplined execution rather than organizational ownership.
- Define and institutionalize customer experience metrics, including satisfaction, responsiveness, operational health, invoicing and accounts receivable, and concern resolution.
- Establish governance routines that provide early warning of customer risk and reinforce accountability.
- Deliver measurable improvements in customer loyalty, operational execution, and commercial outcomes.
- Leadership of a dotted-line Customer Programs team with an organization size of approximately 110 team members spread across several countries.
- Lead through influence across the Commercial Engine Services division, with strong engagement across Global Sales, Commercial Solutions, Program Management, Operations, Finance, Engineering, and executive leadership.
- Serve as senior executive interface for key global airline, lessor, and fleet customers, as well as OEM and strategic partners.
- Bachelor’s degree in Business, Engineering, Aviation Management, Operations, or related field.
- 15 years of progressive leadership experience in commercial aviation, aerospace, or MRO environments.
- 10 years leading customer experience, customer interface, commercial operations, or large-scale program management in a global organization.
- Proven success implementing enterprise systems, tools, and processes that improve customer confidence, cost predictability, and operational performance.
- Demonstrated ability to lead through influence in matrixed, global organizations.
- Strong commercial and financial acumen, including contract structures, pricing, and margin drivers.
- Executive presence with the ability to engage credibly with C-suite customers and senior stakeholders.
- MBA or Master’s degree strongly preferred.
- Enterprise Customer Experience Strategy
- Reliability, Transparency & Trust
- Commercial & Financial Acumen
- Cross-Functional Influence
- Change & Transformation Leadership
- Data-Driven Decision Making
- Competitive executive compensation
- Comprehensive benefits package
- Opportunity to shape customer experience at scale within a global aviation services leader
- A culture grounded in safety, accountability, integrity, and continuous improvement
Raising the Standard of Excellence since 1911
With over a century of proven excellence, StandardAero has become an industry leader in MRO services and customized solutions in the aerospace field. Our shared values and learning-based culture inspire our team to exceed their potential and power our customers’ missions worldwide. With on-the-job training, advancement opportunities, and excellent benefits, StandardAero invites you to experience a fulfilling and meaningful career with us.
Inclusivity Is Our Standard
It is StandardAero’s policy to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex (including transgender status, sexual orientation, and pregnancy) sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.