Regional Manager of Customer Service and Support

The Regional Manager of Customer Service & Support is responsible for overseeing customer relationship management and product satisfaction across their assigned region of Asia, EMEIA (Europe, Middle East, India, and Africa), or the Americas. This role involves managing the interface between Sales/Marketing and Operational groups from post-sale to mission completion.

Values and Behavioral Standards: Prioritizing customer focus, professionalism, and integrity in every interaction is paramount. Essential qualities include empathy, problem-solving skills, adaptability to changing needs, collaboration, and continuous improvement. Accountability and resilience are crucial to ensure timely resolution and consistent delivery of exceptional service.

• Manage customer interference between Operations and Sales & Marketing.
• Administrating service level standards focused on response times and issue resolution.
• Lead practices that produces high quality customer service delivery and that reflect industry best practices.
• Monitors programs and procedures to ensure on-time operations and customer satisfaction.
• Central Point of Contact (POC) for new Charter Setup and Coordination.
• Maintain and improve the business processes as it relates to honoring customer contracts for each department through analysis and collaboration.
• Monitor and arrange for MAWB.
• Investigate cargo damage/ lost/ offload/ claims if any.
• Check about delay reasons and issue delay/ explanation letters.
• Inform customers in prior for any aircraft type changes.
• Notify customers if estimated max. payload were reduced.
• Pre-alert customers for any severe flight disruptions (e.g. adverse weather, AOG, etc.).
• Assist the Sr Director of Customer Service and Support in long-term business planning at the managerial and executive level on new and existing customers.
• Project Manager for Offline charter investigation and coordination.
• Project Leader for New Customer Onboarding.
• Develop, implement and maintain ACMI and Long-Term Charter Customer SOP.
• Direct and enforce customer contracts.
• Develop and maintain effective interdepartmental communication practices within the GOC.
• Work closely with customer management to ensure operational reliability and effective execution.
• Manage and coordinate interdepartmental and external projects as a functional expert, providing guidance and maintaining accountability for all participants.
• Develop a proactive customer satisfaction program.
• Assist the Sales team with Quarterly Business Reviews (QBR), which may require occasional travel.

• Bachelor’s degree or equivalent work experience preferred.
• 5-7 years of airline management or supervisory experience preferred in Flight Operations, Ground Operations, and/or Customer Service.
• Support a flexible work schedule and be available 24/7.
• Strong leadership skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks and projects in a fast-paced, time-sensitive environment.
• Strong analytical, interpersonal, and administrative skills.
• Strong computer skills, including proficiency with MS Office PowerPoint, Excel, Word, and Outlook.

The employee is expected to adhere to all company policies and to act as a role model in the adherence to company policies.

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