At a Glance
- Tasks: Lead and innovate customer service strategies for top-tier aircraft maintenance.
- Company: Join Bombardier, a leader in aviation excellence and innovation.
- Benefits: Competitive salary, growth opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities for cross-functional collaboration and professional development.
- Why this job: Make a real impact on customer experiences in the aviation industry.
- Qualifications: 10+ years in customer experience or service operations with strong leadership skills.
The predicted salary is between 80000 - 100000 £ per year.
At Bombardier, we design, build and maintain the world's peak-performing aircraft for the world's most discerning people and businesses, governments and militaries. We have been successful in setting the highest standards by putting our people at the heart of it all, and defining excellence, together. Working at Bombardier means operating at the highest level. Every day, you are part of a team that delivers superior experiences and products, pushing the boundaries of what's possible in our industry and beyond. By prioritizing employee growth and development, we empower everyone to reach their full potential on their own terms, because the best work happens when you are free to be yourself and share your unique expertise.
What are your contributions to the team?
- Strategic Leadership and Vision
- Define and refine the customer maintenance journey strategy across the service network.
- Establish and enforce enterprise standards for communication, experience delivery, and customer-facing processes.
- Own the organizational identity and purpose of the CSM function.
- Drive cross-functional alignment between Operations, Quality, Planning, Finance, and Customer Experience.
- Operational Excellence and Standardization
- Implement standardized tools, reports, templates, and operating cadences across all sites.
- Govern escalation pathways and decision-making protocols.
- Maintain oversight of schedule discipline, communication quality, and risk-informed decision‑making.
- Reduce variance between sites to improve predictability and consistency.
- Customer Experience Stewardship
- Serve as the enterprise owner of the customer experience within the maintenance journey.
- Ensure a high-quality, transparent experience regardless of site.
- Identify friction points and lead initiatives to improve customer confidence.
- Review trends and customer sentiment to drive continuous improvement.
- People Leadership and Organizational Development
- Lead, coach, and develop the CSM management team.
- Set performance expectations and competencies for the CSM organization.
- Promote cross-site collaboration and best practice sharing.
- Strengthen soft‑skill capabilities across the team.
- Performance, Metrics and Financial Discipline
- Own enterprise customer maintenance performance KPIs.
- Drive financial stewardship in customer-facing decisions.
- Review reporting and analytics to identify risks and opportunities.
- Partner with Finance to ensure accurate forecasting and cost discipline.
- Cross‑Functional Leadership
- Collaborate with Directors in Operations, Planning, Quality, and Finance.
- Act as the executive escalation point for complex customer or operational issues.
- Lead enterprise‑wide customer experience initiatives.
- Represent customer experience in strategic planning and leadership forums.
Qualifications
- You have led a high‑performing CSM organization with strong discipline.
- You have strong financial discipline embedded in decisions.
- You have a reputation for delivering a world‑class maintenance experience.
- 10+ years of experience in customer experience, service operations, aviation maintenance, or related fields.
- Proven multi‑site leadership experience.
- You have a strong understanding of operational processes, risk management, and financial decision‑making.
- You hold exceptional communication skills and an executive presence.
- You have demonstrated success in change leadership and standardization.
Success Criteria
- We have aligned, repeatable processes used across the network.
- We see reduced escalations and increased customer trust.
Director, Customer Service Management in Biggin Hill employer: Bombardier Inc
At Bombardier, we pride ourselves on being an exceptional employer that places our people at the forefront of everything we do. Our commitment to employee growth and development fosters a dynamic work culture where innovation thrives, and every team member is empowered to contribute their unique expertise. Located in a cutting-edge environment, we offer unparalleled opportunities for career advancement while ensuring a collaborative atmosphere that prioritises excellence in customer service management.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Service Management in Biggin Hill
✨Tip Number 1
Network like a pro! Reach out to current or former Bombardier employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Director role. Personal connections can give you insights that no job description can.
✨Tip Number 2
Prepare for the interview by diving deep into Bombardier's values and recent projects. Show us how your experience aligns with their mission of delivering superior customer experiences. Tailor your examples to highlight your strategic leadership and operational excellence.
✨Tip Number 3
Practice your soft skills! Since this role involves leading and coaching teams, be ready to demonstrate your people leadership abilities. Use role-play scenarios with friends or mentors to refine your communication style and executive presence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows your commitment to being part of the Bombardier team right from the start.
We think you need these skills to ace Director, Customer Service Management in Biggin Hill
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Director, Customer Service Management role. Highlight your experience in customer experience and service operations, and don’t forget to mention any leadership roles you've held that align with the job description.
Showcase Your Achievements:We want to see what you’ve accomplished! Use specific examples to demonstrate how you've driven operational excellence and improved customer experiences in your previous roles. Numbers and metrics can really make your application stand out.
Be Authentic:Let your personality shine through in your application. Bombardier values unique expertise and a genuine approach, so don’t be afraid to share your story and what makes you passionate about customer service management.
Apply Through Our Website:For the best chance of success, make sure to submit your application through our website. This way, we can easily track your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Bombardier Inc
✨Know the Company Inside Out
Before your interview, dive deep into Bombardier's mission, values, and recent projects. Understanding their commitment to excellence and customer experience will help you align your answers with their goals and show that you're genuinely interested in being part of their team.
✨Showcase Your Leadership Skills
As a Director of Customer Service Management, you'll need to demonstrate your strategic leadership abilities. Prepare examples from your past experiences where you've successfully led teams, implemented change, or improved customer experiences. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Cross-Functional Scenarios
Given the emphasis on collaboration across various departments, think of scenarios where you've worked with different teams like Operations, Finance, or Quality. Be ready to discuss how you navigated challenges and drove alignment to achieve common goals.
✨Emphasise Financial Acumen
Since financial discipline is crucial for this role, brush up on your understanding of KPIs and financial decision-making. Be prepared to discuss how you've used data and analytics to drive performance improvements and make informed decisions in previous roles.
