Manager, Customer Service (APA)

Manager, Customer Service (APA)

Salary Range $70,000.00 - $80,000.00 Salary Position Type Full Time

Overview

The Customer Service Manager is responsible for the day-to-day leadership, safety, service quality, and operational effectiveness of the FBO Customer Service Team. This role works closely with the General Manager and Line Service leadership to ensure a seamless customer experience while maintaining high standards for safety, professionalism, and customer satisfaction.

Customer Service Operations & Service Delivery

• Lead daily customer service activities to ensure consistent, professional, and timely service delivery
• Serve as an active, visible leader during operations, including handling service recovery when necessary
• Conduct shift briefings to align CSRs and supervisors on daily priorities, safety topics, and service expectations
• Meet, greet, and assist customers with hotel accommodations, ground transportation, catering, and special service requests
• Ensure adherence to company standards related to customer service, safety, and security
• Support efforts to improve external customer satisfaction scores, including third-party surveys and feedback tools

Team Leadership, Staffing & Development

• Directly supervise Customer Service Representatives (CSRs) and Customer Service Supervisors
• Recruit, interview, and support the hiring of new Customer Service team members
• Ensure initial and recurrent training is completed and properly documented
• Develop and manage CSR schedules; recommend staffing levels based on operational demand
• Conduct performance reviews; provide coaching, feedback, and corrective action as needed
• Promote employee engagement and accountability to support customer loyalty and retention

Safety, Compliance & Quality

• Reinforce a strong safety culture through daily observations, audits, and routine communication
• Ensure consistent use of the Baldwin Safety Management System (SMS)
• Participate in monthly service and safety meetings and support required training initiatives
• Ensure customer service procedures are understood, followed, and updated as needed
• Partner with leadership to support compliance with airport, company, and regulatory requirements

Customer Relations & Business Support

• Build and maintain positive relationships with customers, tenants, and business partners
• Seek customer feedback through surveys and direct interaction, promoting continuous improvement
• Support customer retention and new business development by identifying service opportunities
• Perform additional duties as assigned by the General Manager

Qualifications

• Bachelor's degree from a four-year college or university -OR - five (5) years of related experience/training, or an equivalent combination of education and experience
• People leadership or supervisory experience
• Experience in the aviation industry
• Proficiency with Microsoft Office and standard business systems; X1 preferred
• Strong verbal, written, and interpersonal communication skills
• Valid driver's license

Preferred:

• Strong customer service and relationship-management experience
• General understanding of business operations

Working conditions and physical demands for this role

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and printers.

Physically able to perform frequent walking, sitting, stooping, stretching, bending, reaching, and grasping actions. While performing the duties of this job, the employee may be exposed to moving mechanical parts. The employee may be exposed to wet and/or humid conditions including extreme heat and cold. The noise level in the work environment is occasionally loud. May be required to work nights and weekends and holidays.

Modern Aviation's Pay Range

$70,000 - $80,000 + bonus + benefits.

Equal Employment Opportunity

Modern Aviation is committed to providing equal employment opportunities to all qualified applicants and employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other status protected by applicable federal, state, or local laws. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of the role.

Applicants must be legally authorized to work in the United States for any employer. Modern Aviation is unable to sponsor or assume sponsorship of an employment visa.

If you require accommodations during the interview process or have questions, please contact careers@modern-aviation.com.