Customer Service Manager
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Job Location:
Monthly Salary:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
The Customer Service Manager is responsible for delivering an exceptional experience to cadets and airline customers throughout the training lifecycle. This role leads the customer service team ensures operational efficiency proactively resolves issues and collaborates with training operations planning HR and finance to maintain a highquality safe and customerfocused flight training environment.
Customer Experience Leadership
- Oversee daily customer service operations to ensure a professional responsive and studentcentric environment.
- Serve as the primary escalation point for cadet and customer concerns ensuring timely and effective resolution.
- Maintain high levels of customer satisfaction consistent with FTO standards and CAE corporate expectations.
- Collaborate with training managers to ensure seamless cadet progression and experience.
Operational Coordination
- Partner with Planning Dispatch Training HR and Finance to support student onboarding progression and issue management.
- Support new student orientations graduations and customerfacing events.
- Ensure service processes align with regulatory and safety standards required in FTO operations.
Leadership & Team Management
- Lead the Customer Service department in managing airline partnerships and customer experience.
- Ensure all department KPIs are met track performance and operational metrics.
- Provide training mentorship guidance and performance evaluations to team members.
- Foster a culture of safety accountability collaboration and customer service excellence.
Budget & Inventory Control
- Prepare and manage departmental budgets and monthly forecasting.
- Oversee Student Reconciliation Process to ensure accurate charging and collections.
- Manage housing allocation to optimize occupancy rates.
- Oversee transportation scheduling and vendor contracts to ensure costeffective service delivery.
Safety Oversight
- Implement and enforce safety protocols across all customerfacing processes.
- Conduct regular safety audits and risk assessments.
Minimum Qualifications
- High School Diploma required.
- 25 years of experience in aviation operations or customer service.
- Minimum 2 years of experience in a leadership or supervisory role.
- Experience managing a diverse customer population.
- Strong organizational analytical and communication skills.
- Proficiency with Microsoft Office Suite and training management systems.
- Demonstrated ability to lead and motivate staff.
- Ability to develop and maintain positive relationships with internal and external stakeholders.
- Strong dedication to customer experience integrity accountability and ownership.
Preferred Qualifications
- Bachelors or associate Degree in:
- Aviation Management
- Business Administration
- Aerospace or Aeronautical Studies
- Education / Training Management
- Aviation industry experience strongly preferred.
- Experience building and developing customer service teams.
- Proven ability to foster collaborative team culture.
- Strong written and verbal communication skills across all organizational levels.
Physical Activity Summary
- Occasionally ascends or descends ladders stairs scaffolding ramps or poles.
- Occasionally moves in different positions within tight or confined spaces.
- Constantly remains in a stationary position (standing or sitting).
- Occasionally moves about to accomplish tasks or travel.
- Occasionally lifts or adjusts objects up to 20 lbs.
- Constantly performs repetitive motions involving wrists hands and fingers.
About CAE
At CAE our mission is clear: to help make the world a safer place. For nearly 80 years weve driven innovation in simulation training and mission readiness to support critical operations worldwide. By leveraging advanced technologies we empower our customers to operate smarter faster and more sustainably. Join a purpose-driven organization where bold ideas are encouraged collaboration drives progress and your growth fuels our shared success.
Position Type
RegularEqual Opportunity Employer
CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race color national origin age religion sex disability status protected veteran status or any other characteristic protected by federal state or local CAE everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment you need assistance to submit your application because of incompatible assistive technology or a disability please contact us at .
Data Privacy
CAE thanks all applicants for their interest. However only those whose background and experience match the requirements of the role will be contacted.
Required Experience:
Manager
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
CAE's Defense and Security business unit focuses on helping prepare military customers to develop and maintain the highest levels of mission readiness. With nearly 5,000 employees, CAE USA Inc. is the largest segment within CAE's Defense and Security business unit. The organization le ... View more
