Executive Director, Customer Support - Duluth, Minnesota

Company/Organization: Cirrus Aircraft

Position: Management

Job Type: Permanent

Posted: 4/11/2024 8:25:10 PM

Description:

ABOUT CIRRUS AIRCRAFT
In the world of aviation, Cirrus Aircraft is synonymous with the ultimate flying experience. Known for its stylish, comfortable, high-performance aircraft, total safety system and unparalleled customer service, the company has built a worldwide following of loyal customers and enthusiastic fans who aspire to own their own Cirrus. Widely accepted as the most sophisticated personal aviation company with the worlds best-selling high-performance piston for the past twenty years and the best-selling single engine jet for the past three years, Cirrus continues to push the limits of innovation in technology, safety and performance.

History
Cirrus Aircraft Corporation was founded in 1984 in a small barn in Baraboo, Wisconsin. From this inauspicious start, Cirrus has grown to become the largest producer of piston-engine aircraft in the world while always maintaining its passionate entrepreneurial spirit. It is this spirit that has over the years attracted some of the worlds greatest engineers, pilots, and aviation thought leaders to the company, headquartered in Duluth, Minnesota. A spirit that led Cirrus to lead the way in significant engineering achievements ndash; the first all-glass cockpit, the first full aircraft parachute systems (CAPS), and the first certified single-engine jet, now featuring Safe Return Emergency Autoland.

The leadership team under CEO Zean Nielsen is committed to enhancing and growing Cirrus spirit of entrepreneurship, innovation and explosive growth since Mr. Nielsen joined over 3 years ago. Cirrus dominates the market with two aircraft platforms: Its SR platform, which includes the SR20, SR22, and SR22T models; and its SF platform, boasting the companys groundbreaking Vision Jet.

Relentless Innovation
The Cirrus story is one of enthusiastic and relentless innovation. Cirrus started by re-imagining personal aviation with a piston aircraft that redefined performance, style, comfort, and safety. After six generations of the SR Series, Cirrus continues to raise the bar with improvements like sophisticated avionics and luxurious interiors.

The Vision Jet is the culmination of that same spirit of innovation. As the worlds first Personal Jettrade;, the Vision Jet excels in performance and is simple to fly. Its easy to own and operate. And its a pleasure to travel in, as a pilot and as a passenger. With the Vision Jet, Cirrus has ushered in a new era of personal transportation. Its an era where jet speed, jet comfort, and jet convenience are accessible. And, after winning numerous accolades and awards, including the Robert J. Collier Trophy (twice), the company is just getting started. Introducing the Generation 2+ Vision Jet, the latest example of how Mr. Nielsens team is always dreaming up whats next in aviation.

This has resulted in more than doubling of revenue in the last two years as well as many breaking records in margin, profits, and cash flow with the company on a path to double again in the mid-range.

Commitment to Safety
The ultimate level of confidence starts with the total safety solution exclusively offered in every Vision Jet. Available for the first time, the Safe Returntrade; emergency Autoland system joins a wide array of revolutionary safety systems, including the Cirrus Airframe Parachute Systemreg; (CAPSreg;), designed to protect the pilot and passengers.

An Unparalleled Commitment to The Customer Experience
One of Cirruss great strengths is its commitment to creating the ultimate aviation experience. The focus is on exceptional product vision AND an experience vision. Customers around the world will attest to the fact that the Cirrus approach to creating the ultimate flying experience and making the customer feel like a member of a special family is second to none.

For Cirrus, the customer experience encompasses every aspect of ownership. Cirrus provides flight training to customers and prospects, helps them secure financing, assists with maintenance and repairs, and offers everything possible to ensure the ultimate in efficiency, safety, and satisfaction with the aircraft and the experience of owning and flying it.

Cirrus achievements over the last few decades have been truly remarkable. What started with two brothers passionate pursuit of building a different kind of airplane has grown into a thriving business creating general aviations most popular aircraft built around the most loyal pilot customer base in the world. With the introduction of the new Jet, the company is at a remarkable inflection point. As Cirrus prepares for dramatic growth over the next few years, adding to its world-class team of engineering leaders is a top priority.

This position preferably will be based in Duluth MN where most of the Customer Support team resides.

Duluth, Minnesota
As the home to our corporate headquarters, Duluth is a four-season city on the western tip of Lake Superior and was voted Best Town by Outside Magazine. The splendor of the largest freshwater lake in the world offers a multitude of outdoor activities for adventure or rejuvenation. The North Shore lifestyle is known its year-round activities, including bicycle and snowmobile trails, kayaking, rock climbing, fishing, hiking, golfing, sailing and skiing. And as a top employer in the area, Cirrus Aircraft was recently named ldquo;Best Overall Large Company to Work for in the Northlandrdquo; by the Duluth News Tribune readers.

Job Summary

The Executive Director has leadership and P/L responsibility for the Customer Support team. Responsibilities are focused on supporting Cirrus aircraft owners, operators and maintenance partners around the globe.

Duties and Responsibilities/Essential Functions

• Ensure Exceptional Customer Service:
  • Energize the Cirrus Service Essentials and Guiding Principles.
  • Empowers employees to provide excellent customer service.
  • Strives to improve service performance, acts with urgency to resolve customer challenges.
  • Emphasizes customer satisfaction during all team meetings and focuses on continuous innovation.
• P/L responsibility for Customer Support business unit
• Inspire, lead, coach, mentor, recruit, retain and develop team of aviation professionals delivering world class customer support to a global customer base.
• Integrate technical support, parts sales, aircraft ownership and maintenance programs, aircraft upgrades, and data systems to deliver services through a network of service providers to optimize customer ownership experience while enhancing company profitability.
• Lead Continuous Innovation efforts to constantly refine the customer experience through innovation and adopting new standards into the ldquo;Cirrus Services PlayBook.rdquo;
• Demonstrate entrepreneurship, change leadership, negotiation and influence, business acumen, operational decision making, customer orientation, driving for results, managing and measuring work, interpersonal skills and superior ability to positively relate and communicate to customers.
• Perform leadership functions such as conducting annual reviews, making hiring decisions, managing performance of director reports, mentoring and skill development.
• Serve as an escalation point for Customer Support and critical customer issues; serve as a liaison to other internal departments and stakeholders to resolve escalations.
• Participate in strategic planning discussions. Arrange and organize key financial data and results for centers in one merged presentation for review by leaders. Assist in the preparation and management of capital budget, P/L planning, operating budget, organization planning, data systems planning, and expense management for assigned areas.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Bachelors degree in a managerial discipline. Leadership, business and financial acumen.
• 10 years Demonstrated leadership ability in customer service teams and enhancing the customer experience. Experience in leading a geographically diverse and remote work force.
• Understanding of Business General Aviation business practices, players, and industry norms.
• Experience operating within FAA regulations or other tightly regulated industry.
• Demonstrated ability to resolve customer and company employees concerns in a courteous, professional and effective manner.
• While the organization is established, there is still a strong entrepreneurial/start-up mentality and operation style. You need to balance consistency and process with adaptability and flexibility to the needs of the business and customer.
• Exceptional negotiating skills, problem-solving skills, research and resolution skills, data analysis and multi-tasking skills.
• Ability to work extended hours including nights and weekends plus travel up to 40.

Preferred Education and/or Experience

• MBA preferred.
• FAA Pilot License and/or general aviation flying experience.
• FAA Airframe and Powerplant (AP) certification.
• Experience leading multiple locations or remote work force.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Global Perspective: Takes a broad view when approaching issues, using a global lens.
• Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Drives Vision and Purpose: Paints a compelling picture of the vision and strategy that motivates others to action.
• Business Insight: Applies knowledge of business and the marketplace to advance the organizations goals.
• Financial Acumen: Interprets and applies understanding of key financial indicators to make better business decisions.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Drives Results: Consistently achieves results, even under tough circumstances.
• Interpersonal Savvy: Relates openly and comfortably with diverse groups of people.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice. Work beyond 40 hours per week may be required.

Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.

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