Customer Experience Leader

Customer Experience Project Manager

Location: Moline, IL

Industry: Business Aviation Maintenance, Repair & Overhaul (MRO)

Type: Full-Time Onsite

About the Role

When an aircraft arrives at our facility, trust arrives with it. As a Customer Experience Project Manager, you'll be the steady hand connecting our customers, technicians, and leadership team, ensuring every project runs smoothly, transparently, and on schedule.

This role blends project management, customer advocacy, and operational insight. You'll own the customer relationship from induction through delivery while keeping a close pulse on labor hours, workflow, and financial performance. If you thrive in fast-paced aviation environments, enjoy problem-solving, and take pride in delivering a great customer experience, we'd love to meet you.

What You'll Do

You will serve as the primary point of contact for assigned customers and aircraft projects, ensuring excellent communication, accountability, and outcomes.

Customer & Communication Leadership

• Build and maintain strong relationships with customers, acting as their primary point of contact throughout the maintenance event
• Provide clear, consistent updates on aircraft status, timelines, and potential challenges
• Ensure customers always know what's happening, why it matters, and what's next

Project & Production Oversight

• Provide full project oversight to ensure task cards and work orders are completed within targeted goal hours and without quality issues
• Manage the flow of work through the shop in partnership with Operations leadership
• Check in daily with Crew Chiefs and Technicians to identify open issues, obstacles, or resource needs and help drive solutions
• Work closely with Operations to communicate approved scope changes or new squawks in real time

Financial & Performance Accountability

• Track all billable work as it progresses through the shop
• Monitor the Quoted Billable Rate (QBR) daily and actively look for ways to maximize the Earned Billable Rate (EBR)
• Collaborate with Sales when EBR misses QBR to identify root causes and prevent repeat issues on future work
• Promptly close customer accounts within 5 days of aircraft delivery

What We're Looking For

Must-Haves

• Minimum 3 years of project management experience in the aviation industry, ideally in an MRO environment
• Demonstrated experience delivering high-level customer service
• High school diploma or GED

Nice-to-Haves

• Associate's degree in business management or a related field
• Strong attention to detail with the ability to juggle multiple active projects
• Clear, confident oral and written communication skills
• A positive, solutions-focused mindset, even when schedules get tight

Additional Skills That Will Help You Succeed

• Ability to interpret work scopes, labor hours, and project documentation
• Comfort working with cross-functional teams in a production-driven environment
• Strong organizational and time-management skills
• Confidence using maintenance, ERP, or project-tracking systems
• Professional presence with customers and internal stakeholders alike

Why You'll Like Working Here

We're a mid-size business aviation MRO where your voice matters and your work is visible. You'll collaborate with experienced aviation professionals, support exciting aircraft projects, and play a key role in shaping the customer experience from start to finish.

At Elliott Aviation, you're not just joining a company, you are becoming part of a legacy built on service, craftsmanship, and trust. For 90 years, we've set the standard in aircraft services, delivering world-class craftsmanship and personalized solutions that keep our customers soaring. Here, your ideas matter, your expertise shines, and your career takes flight.

Moline, IL offers low cost of living, minimal traffic, and excellent outdoor recreation with lakes and hunting nearby. The area offers everything from downtown living to rural countryside.

We offer:

• Benefits on Day 1
• Relocation assistance
• Comprehensive healthcare coverage
• FREE Generic prescriptions
• Paid time off and paid holidays
• 401(k) Company Match
• Technical and professional development
• FUN!

The salary range for this role is $80,000 USD - $120,000 USD. The pay range provided is a good faith estimate representative of experience levels. Specific compensation for this role will be determined by several factors including but not limited to; minimum and preferred qualifications, knowledge, skills, abilities, education, experience and location.

If you enjoy ownership, accountability, and building trust, this role offers the chance to make a real impact every day. Apply today to Join a team where passion for aviation meets a culture of excellence and help us shape the future of flight.