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This is a new position with an opening for each Signature Flight Support region. This position will be located at one of our operations within the region that it supports.
Plans, manages, recommends and implements service training and staff development for their assigned region. Establishes and promotes the maintenance of a strong customer-focused service culture across all aspects of regional operations by performing the following duties personally or through service trainers and/or base employees. Coordinates closely with the Director of Customer Experience and the Regional Vice President to proactively manage the implementation, training and oversight of Signatures customer-facing systems, programs and standards to increase proficiency and promote consistent, proactive, and personalized service across the region.
Manage, audit and train Signatures customer service programs, systems and standards to ensure proficiency and consistent implementation.
Conduct on-site integrity reviews of all aspects of base operations, facilities, systems, materials and training that impact customer experience in order to develop, recommend and/or implement Signatures policies and procedures.
Analyze Customer Experience surveys for assigned region to determine trends, provide recommendations for improvement to reverse negative trends and recognize positive scores and behaviors.
Chair regional Customer Experience committee to discuss service topics and share best practices
Manage the Service with a Leading Edge service training program for the assigned region, including certifying new Edge trainers and conducting audits and running reports.
Coordinate with various corporate departments on communicating, piloting and training new and current company service initiatives.
Partner with the RVP and Director of Customer Experience in identifying training needs for region and problem solve specific service issues.
Plan and execute Customer Experience-related activities during special events in the region.
Identify opportunities to cultivate and refine best practices from field operations into Signatures Continuous Improvement process, leveraging lessons learned across the region and SFS global network.
Bachelors Degree from a four-year college or university preferably in hospitality management, marketing, communications or related fields and three (3) - five (5) years experience and/or equivalent combination of education and experience. Aviation experience preferred. Excellent oral and written communication, interpersonal, reasoning and problem solving skills. Must be proficient with Microsoft Windows, Outlook, Excel, Power Point and other general computer applications. Must have the flexibility to work extended hours, special events and host key customer appreciation events, when necessary. Position also requires frequent travel. Possess and maintain a valid state drivers license.
Position Title: Regional Customer Experience Manager
Location: Virginia-WASHINGTON-Ronald Reagan Washington National Airport
Requisition ID: 30419
Regional Customer Experience Manager job at Signature Flight Support
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