CX Lead in Manchester

AeroCloud is the new-age operating system for airports aiming to grow. Our suite includes Airport Operating Systems (AOS), PPS, and Passenger Flow Management solutions, empowering airports to gain deep insights into the movement of passengers and aircraft around the world.

We achieve this by becoming the airport’s first call for technology. Whether in times of need or growth, we stand alongside our clients, offering support through innovative software that drives their success.

Our Commitment to Excellence

At AeroCloud, being the airport’s first call means exceeding expectations at every customer interaction. This is not just a goal; it’s our standard. We prioritize detail, diligence, and a proactive approach in everything we do. If there’s a task to be completed, we see it through. If a customer needs an answer we don’t yet have, we respond promptly to let them know we’re on it. We believe in keeping our team informed, being transparent, and maintaining accountability at every step.

About the Role

You will operate in a close partnership with a Product Engineer. Together, you're jointly accountable for the outcomes your product area delivers. You bring the problem and the priority; they bring the technical feasibility and the delivery plan. You resolve disagreements between you before they escalate. This partnership is new. Both sides are being hired. You'll shape how it operates, how you divide decisions, and how you interface with the rest of the business.

Who We’re Looking For

You take ownership — of customer relationships, problem definition, and domain outcomes. You dig into root causes rather than treating symptoms. You work collaboratively, not territorially. You're comfortable in a company that's still figuring some things out, and you'd rather help shape the answer than wait for it to be handed down.

Ownership and Impact

Most of your time — roughly 70% — is external-facing:

• Running ongoing discovery with customers and Customer Success to build a living picture of unmet needs and operational pain.
• Travelling to airports, sitting in operational environments, and building real relationships with the people who use and buy our products — this means worldwide travel, a mix of in-person and remote.
• Working with Sales early in active opportunities to understand what's being sold, whether it's feasible, and how it connects to problems you already know about.

The remaining 30% is internal:

• Owning the problem backlog for your product area — not a feature list, but a prioritised set of problems with a cost-of-delay rationale so engineering effort goes where it creates the most value.
• Defining what success looks like for each initiative and holding the team to it — making sure what gets built is what customers actually needed, not what was assumed.
• Tracking whether the outcomes we expected actually materialised, and adjusting when they don't.

What good looks like:

• You've built genuine, ongoing relationships with customers.
• The product area has a clear, prioritised view of the problems that matter most and why.
• Engineering effort is going to the right places.
• Sales can explain what we're building and why it matters because you've connected solved problems to commercial outcomes.
• The partnership with your Product Engineer is functional, trusted, and self-correcting.

What this role is not:

This is not a traditional Product Manager role. You won't spend your time writing user stories in Jira and attending standups. It's not a Business Analyst role either — you're not documenting requirements handed to you by stakeholders. You are expected to go and find the problems. You then shape them with your Product Engineer — challenging assumptions and testing feasibility together — before committing to solutions. You set direction for the product area together. You have commercial responsibility and need to work with Sales — but your job is to align solved problems with commercial outcomes, not to close deals. If you've spent your career in a large organisation doing one narrowly-defined thing — and you liked it that way — this isn't the right fit. If you need someone to tell you what to work on each week, this won't work either.

What are we looking for?

• Experience working closely with enterprise or B2B customers in a complex operational environment.
• You don't need to be a developer, but you need to hold your own in a room full of technical people.
• We've had success with people both with and without direct aviation experience — we value diversity of background backed by opinions, gumption, and a need to fix problems.
• Curiosity and structure in how you think about problems, and comfort saying 'we don't know yet' before jumping to solutions.
• Familiarity with prioritisation approaches like cost of delay is a plus; willingness to learn and apply them is a requirement.

Practical Details:

• Location: Hybrid, 2 days per week at our Stockport HQ.
• Travel: Regular contact with airports worldwide — a mix of in-person visits and remote sessions.
• Reports to: CTO.
• Escalation model: You and your Product Engineer make decisions as a team. Escalation points are pushing back on work already committed by Sales, or changing how the role interfaces with the wider business.

What We Offer

• Competitive salary.
• Best in Class Share Options scheme.
• Flexible working environment.
• 25 days annual leave + statutory holidays.
• Take your birthday off work on us.
• Access to our Employee Assistance Program.
• Extensive upskilling and training.
• Company pension scheme.
• Access to employee perks and discounts.
• Access to salary sacrifice - Cycle to work and EV scheme.
• Digital Nomad policy.

Our ethos

AeroCloud recognises Diversity, Equality, and Inclusion at the heart of our business. They represent the mutual trust, respect and understanding we strive for. They are integral to our brand, reputation, success, business sustainability and employee relations impact. Our vision is to have a diverse, equal and inclusive organisational culture. We want everyone who comes into contact with us, both face to face and virtually, to feel valued and respected. We want our workplace both in the office and at home to foster belonging to all colleagues to feel seen, connected, supported and proud. We will draw on the rich diversity of our workforce and harness the diverse contributions and considerable talents of our staff to achieve our vision in line with our organisational values and DE&I principles. AeroCloud is an equal opportunities employer so if you have any specific work or access requirements as a result of a condition or disability then AeroCloud would be committed to working with you on the best way to support this at work.