"Alerted.org

Customer Experience Manager - Aerospace

Location : FORT WORTH, TX, United States

Job Family : Sales

Job Type : Regular

Posted : Oct 9, 2025

Job ID : 60257

Back to Search Results

Job Description

Save JobJob Saved

At Parker Aerospace, we develop technologies and innovative solutions that enable reliable, efficient and increasingly sustainable flight for the lifecycle of the aircraft, including aftermarket support. Our passionate people with deep engineering expertise, together with our breadth of differentiated technologies, ensure that we make the extraordinary happen and continue to shape the future of aviation in partnership with our customers.

As a member of our team, you are instrumental in fulfilling our mission: 'Enabling Engineering Breakthroughs that Lead to a Better Tomorrow.' Pursuing a career at Parker presents unlimited opportunities for both professional and personal development. Working with some of the most brilliant minds in the industry, your contributions will be pivotal in developing innovative technologies and products, significantly contributing to Parker’s goal of addressing the world’s most pressing engineering challenges. At Parker, our team members belong, matter and make a difference.

Position Summary

The Customer Experience & Service Leader will drive the development and execution of a comprehensive customer experience (CX) strategy aligned with the Corporate WIN Strategy. This role focuses on improving the quality, cost, delivery, morale, and safety of production and service areas by leading customer experience initiatives and managing post-order and technical customer service issues.

The ideal candidate will collaborate across multiple business units to enhance customer satisfaction, build loyalty, and ensure seamless service delivery through effective leadership and continuous improvement. Travel may be required to customer sites and other company locations as needed. Commitment to safety, quality, and employee engagement is essential.

Scope/Supervision and Interaction

• Does not have direct reports

Essential Functions

• Manage the daily customer service department workflow to ensure customers are serviced in a satisfying manner and company goals are met.

• Intervene in and directly manage challenging customer situations through research, direct communication, and any other means necessary to resolve outstanding issues.

• Advocate and support the Corporate WIN Strategy by managing and improving the end-to-end customer experience to build customer loyalty.

• Develop a deep understanding of customer needs through direct engagement, feedback, and collaboration with internal teams.

• Partner with Group and Division leaders to create and manage a customer-focused CX roadmap, ensuring alignment with business goals and timely execution.

• Lead initiatives that promote a positive customer experience culture across the organization.

• Support journey mapping efforts to identify critical touchpoints and drive continuous improvement.

• Facilitate regular communication with customers through visits, advisory boards, and events to strengthen relationships and gather actionable feedback.

• Ensure customer concerns are addressed promptly and effectively to exceed expectations.

• Promote best practices and share success stories across teams to foster a customer-centric mindset.

• Develop and implement customer service strategies, goals, and action plans for multiple teams to ensure high-quality service delivery.

• Coordinate with manufacturing, supply chain, and other departments to ensure smooth product flow and customer satisfaction.

• Manage customer service metrics and reporting to monitor performance and identify areas for improvement.

• Respond to special financial requests and conduct reviews related to customer service operations.

• Serve as a primary point of contact for escalated customer issues and lead resolution efforts.

Qualifications

• Bachelor degree(required)in Business, Marketing, or a related field; Master degree preferred.

• 7-10 years of experience in customer experience, customer service management, or related leadership roles.

• 7-10 years of supervisory or managerial experience in a manufacturing or customer service environment.

• Strong interpersonal and communication skills with the ability to engage effectively with customers and internal stakeholders.

• Proven ability to lead teams, drive initiatives, and foster a culture of continuous improvement.

• Experience managing post-order and technical customer service functions preferred.

• Knowledge of manufacturing operations and supply chain coordination is a plus.

• Demonstrated success in building customer loyalty and enhancing service quality.

• Excellent organizational and problem-solving skills.

Come join the Parker Aerospace Team!Our competitive package includes:

Competitive Compensation

• Participation in Annual Incentive Program

Benefit & Retirement Plans

Parker offers competitive benefit programs, including:

• Comprehensive coverage for medical, prescription drugs, dental, vision, voluntary optional life, accident insurance, hospital indemnity insurance and critical illness insurance with competitive premium cost.

• 401(k) Plan with company matching contributions at 100% of the first 5% of pay

• Company provided defined-contribution retirement plan with annual contribution equal to 3% of pay

• Career development and tuition reimbursement

• Other benefits including paid parental leave, short and long-term disability programs, adoption assistance, a Care.com membership and financial planning assistance are provided at no cost to you.

• Supplemental benefit programs including identity protection, legal protection, and pet wellness are available at competitive rates.

• Paid Time Off and 13 Company-Paid Holidays.

***Drug-Free Workplace

In accordance with Parker’s policies and applicable state laws, Parker provides for a drug-free workplace.

***This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements.

Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations.

(“Minority / Female / Disability / Veteran / VEVRAA Federal Contractor”)

If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to Employees & Job Applicants | U.S. Equal Employment Opportunity Commission (https://www.eeoc.gov/employees-job-applicants)