VP OF Customer Experience

Job Summary The Vice President-Customer Support is an executive leader with full P&L responsibility for Cirrus Aircraft’s global customer support organization. This role defines and executes customer support strategy across ownership programs, mobile maintenance services, and the authorized service network, ensuring exceptional customer experiences, operational excellence, and sustainable growth throughout the aircraft lifecycle. Duties And Responsibilities/Essential Functions Serve as a crucial driver of the Cirrus brand experience for customers, enhancing customer service in multiple capacities. Hold P/L responsibility for the Customer Support business unit. Key functions include: Timely resolution of customer and aircraft challenges, owning the full process from start to finish. Rapid resolution for AOG customers. Technical support and problem resolution. Execution of aircraft ownership programs. Development, deployment, and administration of Cirrus-owned mobile maintenance assets. Cultivation of the network of third‑party, Cirrus Authorized Flight Training & Aircraft Maintenance service providers. Development and deployment of systems, processes, tools, teams, and talent to optimize outcomes. Lead change‑management processes to deploy the newly formed organization and structure, focusing on four key areas to enhance support for Cirrus customers. Deploy a Customer Resource Center to ensure timely and complete resolution of customer challenges, refining the CRC concept through iteration. Lead the new organization in developing and deploying mobile maintenance assets. Lead the new organization in managing the authorized network of flight training and maintenance service providers. Drive further development and execution of JetStream, warranty, and other service packages. Ensure exceptional customer service by energizing the Cirrus Service Essentials and Guiding Principles, empowering employees, improving service performance, and emphasizing continual innovation. Inspire, coach, mentor, recruit, retain, and develop a team of aviation professionals delivering world‑class customer support globally. Drive continuous innovation to refine the customer experience through new standards and the Cirrus Services Play Book. Demonstrate entrepreneurship, change leadership, negotiation, influence, business acumen, operational decision‑making, customer orientation, and relationship‑building. Perform leadership functions such as annual reviews, hiring decisions, and performance management of director reports. Participate in strategic planning discussions, organize key financial data, and manage capital budgets, P/L planning, operating budgets, and expense management for assigned areas. Qualifications Bachelor's degree in business administration, aviation management or a related field required; master’s degree preferred. Minimum 15 years of customer support experience, with at least 5 years in a leadership role. Demonstrated leadership in customer service teams and in enhancing the customer experience, including managing a geographically diverse and remote workforce. Experience managing a business unit with independent P/L. Understanding of general aviation business practices, industry players, and norms. Experience operating within FAA regulations or another highly regulated industry. Ability to resolve customer and employee concerns in a courteous, professional manner. Exceptional negotiation, problem‑solving, research, resolution, data analysis, and multitasking skills. Willingness to work extended hours—including nights and weekends—and to travel up to 40% of the time. Preferred Education And/or Experience FAA Pilot License and/or general aviation flying experience. FAA Airframe and Powerplant (A&P) certification. Experience managing a network of authorized service providers. Experience developing and deploying technical training programs and content. Experience leading multiple locations or a remote workforce. Competencies Global perspective, applying a worldwide lens to decision‑making. Strategic mindset, anticipating future possibilities and translating them into breakthrough strategies. Vision and purpose, creating compelling narratives that motivate others. Business insight, leveraging marketplace knowledge to advance organizational goals. Financial acumen, interpreting key financial indicators for better business decisions. Our Benefits 401(k) plan with dollar‑for‑dollar match up to 5% after 90 days and 100% vesting after one year. Employer‑paid coverages: group term life, short‑ and long‑term disability insurance. Comprehensive health coverage: medical, vision, dental, and optional dependent coverage. Health‑tracking benefits with rewards for meeting health goals. Generous PTO: 100+ hours accrued in the first year. Employee referral bonus for successful referrals. Career development: tuition reimbursement and professional growth opportunities. Exclusive discounts through partner and marketplace agreements. Community engagement via company and employee clubs across locations. Other Duties Provided duties and responsibilities are not comprehensive; activities may change at any time. Work beyond 40 hours per week may be required. Cirrus is dedicated to a drug‑free work environment and promotes equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital or family status, sexual orientation, receipt of public assistance, genetic information, or any other characteristic protected by applicable law. #J-18808-Ljbffr