StandardAero · 18 hours ago
Vice President, Customer Experience - Commercial Engine Services
United States
Full-time
Remote
Director/Executive
15+ years expStandardAero is a leader in MRO services and customized solutions in the aerospace field. They are seeking a Vice President, Customer Experience to lead the customer interface strategy for their Commercial Engine Services division, ensuring operational excellence and customer satisfaction throughout the engine lifecycle.
Aerospace
Responsibilities
Define and lead the division customer experience strategy aligned with growth objectives and long-range operating plans
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
Qualification
Required
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
Preferred
MBA or Master's degree strongly preferred
Benefits
Competitive executive compensation
Comprehensive benefits package
Company
StandardAero
StandardAero is a provider of aircraft maintenance, repair and overhaul services.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.85B2025-05-21Post Ipo Secondary· $840M
2025-03-24Post Ipo Secondary· $1.01B
2024-10-02IPO
Leadership Team
Marc Drobny
President, Military & Energy
Recent News
2025-12-11
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