Manager, Client Experience

FlightSafety International Inc
United States, Texas, DFW Airport
May 12, 2025
About FlightSafety International FlightSafety International is the world's premier professional aviation training company and supplier of flight simulators, visual systems and displays to commercial, government and military organizations. The company provides training for pilots, technicians and other aviation professionals from 167 countries and independent territories. FlightSafety operates the world's largest fleet of advanced full-flight simulators and award-winning maintenance training at Learning Centers and training locations in the United States, Canada, France and the United Kingdom. Job Summary We are seeking a dynamic and customer focused Manager of Client Experience to lead and enhance our Customer Support department. In this role you will oversee client experience initiatives, lead a team of client-facing professionals and ensure consistent delivery of exceptional service throughout the customer lifecycle. Key Responsibilities Lead the development and execution of strategies to improve client satisfaction, retention and loyalty. Lead a team of client experience professionals providing coaching, training and performance feedback. Act as the voice of the customer internally, working cross-functionally with the various Learning Center leaders and teams to improve customer service delivery. Monitor key customer metrics and use insights to guide improvements. Resolve complex client issues and escalations with professionalism and urgency. Continuously assess and refine processes to streamline the client journey. Develop and present regular updates to leadership on client experience KPIs and initiatives. Qualifications Strong leadership and team management skills. Excellent communication, interpersonal, and problem-solving skills A proactive, solution-oriented mindset with a passion for both client and team success. Background in interpretation and implementation of customer experience metrics. Minimum Education Bachelor's degree required, however 5+ years in a customer leadership role with a minimum of 1-3 management experience leading a customer support team can be substituted for the degree requirement Physical Demands and Work Environment While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and communicate. The employee may be required to stand; walk; sit.Specific vision abilities required by this job include the ability to view monitors, technical documents, and reference material. The noise level in the work environment is usually low to moderate. FlightSafety is an Equal Opportunity Employer/Vet/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.