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- Tasks: Lead and innovate customer service strategies in aviation maintenance.
- Company: Join Bombardier, a leader in designing peak-performing aircraft.
- Benefits: Flexible work policies, competitive salary, and growth opportunities.
- Why this job: Make a real impact on customer experiences in the aviation industry.
- Qualifications: 10+ years in customer experience or service operations, strong leadership skills.
- Other info: Diverse and inclusive workplace that values your unique expertise.
The predicted salary is between 80000 - 120000 £ per year.
When applicable, Bombardier promotes flexible and hybrid work policies.
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.
How to thrive in this role?
- You have consistent, predictable experience across all sites.
- 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.
What does success look like?
- We have aligned, repeatable processes used across the network.
- We see reduced escalations and increased customer trust.
Now that you can see yourself in this role, apply and join the Bombardier Team!
Please note: You don’t need all the skills, knowledge, and experience listed to apply for this position. We’re not looking for the perfect candidate, we’re looking for great talent and passionate individuals.
Bombardier is an equal opportunity employer and encourages persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply.
Director, Customer Service Management in Biggin Hill employer: Bombardier
Contact Detail:
Bombardier Recruiting Team
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 people in the industry, especially those at Bombardier. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by researching Bombardier's culture and values. Show us how your experience aligns with our mission of delivering superior customer experiences and operational excellence.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've led teams or improved processes in previous roles. We love hearing about real-life successes!
✨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 you're serious about joining the Bombardier team.
We think you need these skills to ace Director, Customer Service Management in Biggin Hill
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about customer service management and how you can contribute to our mission at Bombardier.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience that aligns with the job description. We love seeing how your past roles have prepared you for this position, so don’t hold back on those achievements!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to spot. Use bullet points if it helps – we’re all about efficiency!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Bombardier
✨Know the Company Inside Out
Before your interview, dive deep into Bombardier's mission, values, and recent projects. Understanding their commitment to excellence and employee growth will help you align your answers with their culture and demonstrate 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 highlight your experience in leading high-performing teams. Prepare specific examples of how you've driven cross-functional alignment and improved customer experiences in previous roles. Use metrics to back up your achievements!
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and decision-making abilities. Think of scenarios where you've had to manage escalations or implement standardised processes across multiple sites. Be ready to discuss how you handled these situations and the outcomes.
✨Emphasise Financial Acumen
Since financial discipline is crucial for this role, be prepared to discuss how you've managed budgets, forecasted costs, and made data-driven decisions in past positions. Show that you understand the financial implications of customer service operations and can drive performance metrics effectively.