CX Lead in Stockport

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.

Commitment to Excellence

Being the airport’s first call means exceeding expectations at every customer interaction. We prioritise detail, diligence, and a proactive approach. 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 and transparently; we keep our team informed and maintain accountability at every step.

About The Role

You’ll operate in a close partnership with a Product Engineer. Together, you are jointly accountable for product outcomes. Neither of you is the boss of the other. You bring the problem and priority; the engineer brings technical feasibility and delivery plan. You resolve disagreements before they grow. Think of it as a deliberate, structural version of the “CEO/CTO of the product” model. This partnership is new. Both sides will be hired. You will shape how it operates, how decisions are divided, 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 instead of treating symptoms. You work collaboratively, not territorially. You are comfortable in a company that is still figuring things out and you want to help shape the solution instead of waiting for one 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—prioritised set of problems with 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 need, 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 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 time writing user stories in Jira or attending standups. It’s not a Business Analyst role either—you’re not just documenting requirements handed to you by stakeholders. You’re expected to 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 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 you’ll find this isn’t the right fit. If you need someone to tell you what to work on each week, this won’t work either.

Requirements

• Experience working closely with enterprise or B2B customers in a complex operational environment.
• Proven ability to hold your own in a room full of technical people; developer skills not required.
• Success with diverse backgrounds—aviation experience is a plus but not mandatory; we value curiosity, 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—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 as well.
• 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. We strive to foster belonging, respect and visibility for all colleagues, both in office and at home. We will draw on the rich diversity of our workforce and harness diverse contributions to achieve our vision in line with our organisational values and DE&I principles. AeroCloud is an equal opportunities employer. If you have any specific work or access requirements due to a condition or disability, AeroCloud is committed to working with you to support you in the best way possible at work.