Vice President, Customer Experience - Commercial Engine Services

StandardAero is a leader in MRO services and customized solutions in the aerospace field, and they are seeking a Vice President, Customer Experience to enhance customer interactions within their Commercial Engine Services division. This role focuses on defining customer experience strategies, leading cross-functional teams, and ensuring operational excellence to drive revenue growth and customer satisfaction.

Responsibilities:

• 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

Requirements:

• 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