Customer Experience Leader

Customer Experience Leader

Job Description:

Customer Experience Project Manager

Location:

Moline, IL

Industry:

Business Aviation Maintenance, Repair & Overhaul (MRO)

Type:

Full-Time Onsite About the Role When an aircraft arrives at our facility, trust arrives with it. As a Customer Experience Project Manager, youll be the steady hand connecting our customers, technicians, and leadership team, ensuring every project runs smoothly, transparently, and on schedule. This role blends project management, customer advocacy, and operational insight. Youll own the customer relationship from induction through delivery while keeping a close pulse on labor hours, workflow, and financial performance. If you thrive in fast-paced aviation environments, enjoy problem-solving, and take pride in delivering a great customer experience, wed love to meet you. What Youll Do You will serve as the primary point of contact for assigned customers and aircraft projects, ensuring excellent communication, accountability, and outcomes. Customer & Communication Leadership Build and maintain strong relationships with customers, acting as their primary point of contact throughout the maintenance event Provide clear, consistent updates on aircraft status, timelines, and potential challenges Ensure customers always know whats happening, why it matters, and whats next Project & Production Oversight Provide full project oversight to ensure task cards and work orders are completed within targeted goal hours and without quality issues Manage the flow of work through the shop in partnership with Operations leadership Check in daily with Crew Chiefs and Technicians to identify open issues, obstacles, or resource needs and help drive solutions Work closely with Operations to communicate approved scope changes or new squawks in real time Financial & Performance Accountability Track all billable work as it progresses through the shop Monitor the Quoted Billable Rate (QBR) daily and actively look for ways to maximize the Earned Billable Rate (EBR) Collaborate with Sales when EBR misses QBR to identify root causes and prevent repeat issues on future work Promptly close customer accounts within 5 days of aircraft delivery What Were Looking For Must-Haves Minimum 3 years of project management experience in the aviation industry, ideally in an MRO environment Demonstrated experience delivering high-level customer service High school diploma or GED Nice-to-Haves Associates degree in business management or a related field Strong attention to detail with the ability to juggle multiple active projects Clear, confident oral and written communication skills A positive, solutions-focused mindset, even when schedules get tight Additional Skills That Will Help You Succeed Ability to interpret work scopes, labor hours, and project documentation Comfort working with cross-functional teams in a production-driven environment Strong organizational and time-management skills Confidence using maintenance, ERP, or project-tracking systems Professional presence with customers and internal stakeholders alike Why Youll Like Working Here Were a mid-size business aviation MRO where your voice matters and your work is visible. Youll collaborate with experienced aviation professionals, support exciting aircraft projects, and play a key role in shaping the customer experience from start to finish. At Elliott Aviation, youre not just joining a company, you are becoming part of a legacy built on service, craftsmanship, and trust. For 90 years, weve set the standard in aircraft services, delivering world-class craftsmanship and personalized solutions that keep our customers soaring. Here, your ideas matter, your expertise shines, and your career takes flight. Moline, IL offers low cost of living, minimal traffic, and excellent outdoor recreation with lakes and hunting nearby. The area offers everything from downtown living to rural countryside. We offer: Benefits on Day 1 Relocation assistance Comprehensive healthcare coverage FREE Generic prescriptions Paid time off and paid holidays 401(k) Company Match Technical and professional development FUN! The salary range for this role is $80,000 USD

• $120,000 USD.

The pay range provided is a good faith estimate representative of experience levels. Specific compensation for this role will be determined by several factors including but not limited to; minimum and preferred qualifications, knowledge, skills, abilities, education, experience and location. If you enjoy ownership, accountability, and building trust, this role offers the chance to make a real impact every day. today to Join a team where passion for aviation meets a culture of excellence and help us shape the future of flight. Now (Job and company information not to be copied, shared, scraped, or otherwise disseminated/distributed without explicit consent of ) Now Job Info Location Milan, Illinois, United States Type Permanent Company Details Elliott Aviation PO Box 100 Moline, Illinois 61266-0100 USA elliottaviation/about-us/careers/ 25 Open Jobs Available Elliott Aviation Elliott Aviation is a diversified aviation services company with five locations in Minneapolis, MN, Des Moines, IA, and Moline, IL, and Atlanta, GA . We are known as a world-class provider of comprehensive and customer-focused solutions for business aviation...

Benefits:

Elliott Aviation takes pride in offering a competitive and comprehensive benefit package to its employees to ensure our team is well cared for. Benefits begin the first day of employment! Sign-on Bonus and relocation bonus potential Health, Dental and Vision Insurance

• Significant cost are contributed by Elliott Aviation as part of our commitment to providing a comprehensive benefit program. Plus, you can earn lower rates through our wellness program. RXnGo Pharmacy benefit
• Generic prescription coverage at zero cost to the employee Time Off
• You will receive 8 paid holidays and paid vacation. Relocation Assistance Provided for most of our positions 401(k)
• Company Match Company Sponsored short-time and long-term disability as well as life insurance Employee Assistance Program (EAP)
• Confidential consultation and resources services 24/7

Supported Manufacturers:

Beechjet, Citation, Falcon, Hawker, King Air, LearJet, Embraer, Bombardier, Daher-Socata. Premier, TBM, Phenom, Challenger