Client Experience Regional Director

1 month ago

Orlando, Florida, United States Flightsafety International Full time
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.

Purpose of Position


The primary focus of the Regional Director, Client Experience is to manage and administer corporate level goals and objectives that lead to a continuous and positive customer experience across the entire center network, regardless of training location.

Tasks and Responsibilities

  • Provides leadership and support to Manager, Client Experience on all Customer Service activities, assigned by region.
  • Responsible as the key resource of information and guidance regarding the client training cycle (CTC) and training support between the learning centers and Corporate Customer Support for assigned region.
  • Manage specific focus areas within the Corporate Customer Support team, such as: Quality Management System, Scheduling, Corporate Initiatives, Implementation of new business systems.
  • Support the mission and objectives of FlightSafety's FlightPlan.
  • Analyze trends in specific focus areas and recommend process/policy changes to Corporate, Operations and Customer Support.
  • Develop, review, and communicate Corporate policies and procedures.
  • Monitor, review and audit the customer experience.
  • Audit Customer Support for compliance to Corporate policy and procedures.
  • Collaborate with center managers regarding the customer experience.
  • Collaborate with Operations and other business units to drive organizational improvements, streamline processes and identify best practices.
  • Collaborate with the sales team to promote and implement upselling opportunities for Customer Support.
  • Develop performance measurements, i.
e. Incentive opportunities.

  • May be asked to assume responsibility of Manager, Client Experience or Director, Operations and Customer Support duties in their absence.
  • Provide SME support for various projects or deadlines, as requested.
  • Travel of 20%+ is required for the position.
Minimum Education

  • Bachelor's degree required, however 10+ years in a customer leadership role with a minimum of 3 5 management experience leading a customer support team can be substituted for the degree requirement.
Minimum Experience

  • Bachelor's degree required, however 10+ years in a customer leadership role with a minimum of 3 5 management experience leading a customer support team can be substituted for the degree requirement.
Knowledge, Skills, Abilities

  • Excellent customer service skills
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Gathers and analyze data to identify and solve complex problems that may arise.
  • Excellent organizational skills, time management and attention to detail.
  • Strong analytical and problem solving skills.
  • Strong supervisory and leadership skills.
  • Ability to interact with various levels of management in a professional manner.
  • Ability to remain calm and adapt to changes rapidly and perform in a fast paced work environment.
  • Results oriented with high drive to achieve objectives and standards with little supervision or guidance.
  • Fluency in English, through both verbal and written communications; able to speak, understand, read and write
  • Proficient with Microsoft Office Suite
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.

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