Customer Experience & Communication Manager at Overland Aviation

JOB DESCRIPTION

Position Title: Customer Experience & Communication Manager (CECM)

Status: Full-Time

Compensation: D.O.E.

Position Reports to: General Manager

Department/Location: Customer Service Department

Benefits: Company-sponsored health insurance, paid time off, company-matched 401K, discounted flight training

POSITION SUMMARY

The Customer Experience & Communication Manager (CECM) is responsible for directing, overseeing, and continuously enhancing all facets of the customer experience at Overland Aviation, while leading the company’s marketing, public relations, outreach, and customer engagement efforts. This role ensures that every customer interaction—both direct and indirect—reflects the highest standards of safety, professionalism, and service excellence.

The CECM provides leadership and direct oversight to the Customer Service Supervisor and the Customer Service Department, while working in close collaboration with the Line Service Supervisor, Airline Operations Supervisor, and General Manager. This position plays a critical role in shaping Overland Aviation’s brand, strengthening customer relationships, and driving business growth through exceptional service, strategic marketing, and meaningful community and industry engagement.

Success in this role requires a balance of strategic focus (marketing, growth, and outreach), operational support (front desk, ramp, and airline operations), and leadership and mentorship (team development and supervision).

PRIMARY OPERATIONAL OBJECTIVE

All Overland Aviation team members share a common objective: delivering a safe, efficient, and world-class customer experience. The CECM ensures this objective is achieved by aligning team performance, operational execution, marketing strategy, public relations efforts, and customer engagement across all customer segments, including general aviation, commercial airline passengers, military, and charter-related interactions.

ESSENTIAL JOB FUNCTIONS

Customer Experience Management

• Ensure all customer needs are consistently met or exceeded across all segments of Overland Aviation’s customer base
• Actively engage with general aviation customers, commercial airline passengers, military customers, and aviation partners
• Work collaboratively with the Airline Operations Supervisor to ensure a consistent, high-quality experience for commercial airline passengers
• Identify, analyze, and implement improvements to customer service processes across departments
• Promote and reinforce a unified standard of customer service across front-of-house and operational teams
• Build and maintain strong relationships with internal and external customers

Marketing, Public Relations & Outreach

• Lead and execute marketing and advertising initiatives for Overland Aviation and all operational facets of the FBO, including flight school and aircraft rental, aircraft maintenance, ground support equipment maintenance, U.S. Customs services, tech stops, air tours, and other services
• Develop marketing materials and advertisements using tools such as Canva, Adobe, and Photoshop
• Manage and oversee social media platforms, content strategy, and posting schedules
• Coordinate with website developers to ensure a professional, user-friendly, and engaging online experience
• Develop and maintain a consistent brand voice and image across all platforms and customer touchpoints
• Plan and execute public relations efforts to strengthen Overland Aviation’s reputation within the aviation industry and local community
• Build and maintain relationships with customers, tenants, corporate flight departments, airline partners, military operators, and industry partners
• Coordinate and participate in community outreach initiatives, aviation events, and local engagement opportunities
• Represent Overland Aviation at conferences, trade shows, industry events, and community functions
• Identify opportunities for partnerships, sponsorships, and collaborative marketing efforts
• Promote services, events, and business opportunities to drive customer growth, retention, and engagement
• Assist in planning, promoting, and executing on-site and off-site company events

Leadership & Oversight

• Provide direct oversight of the Customer Service Supervisor and Customer Service Department
• Mentor and develop the Customer Service Supervisor to ensure departmental success
• Ensure Customer Service Representatives deliver a safe, professional, and world-class experience
• Assist with staffing decisions, including recruiting, interviewing, and onboarding
• Foster a positive, engaged, and team-oriented work environment

Operations & Cross-Department Coordination

• Assist the Customer Service Supervisor with scheduling and timecard accuracy for payroll processing
• Coordinate with the Line Service Supervisor to ensure alignment in staffing, communication, and service delivery
• Work in close coordination with the Airline Operations Supervisor to align customer experience standards across commercial airline operations
• Collaborate with department supervisors to ensure consistency in customer interactions across all operational areas
• Assist with customer service coverage as needed (shift coverage, peak times, vacations, etc.)

Ramp & Operational Experience Collaboration

• Work closely with the Line Service Supervisor to continuously improve the customer experience on the aircraft ramp
• Ensure a seamless, safe, and professional experience for customers both in the lobby and on the ramp
• Collaborate as an equal partner with the Line Service Supervisor to enhance service standards, communication, and operational efficiency
• Support alignment between Customer Service and Line Service teams to deliver a consistent, world-class experience
• This position does not directly oversee the Line Service Department but plays a key role in shaping the customer experience within it

Commercial Airline Customer Experience Alignment

• Work hand-in-hand with the Airline Operations Supervisor as a co-leader of the customer experience for commercial airline passengers
• Support the development and alignment of service standards, training, communication, and customer interaction protocols
• Assist in evaluating and improving the passenger experience across ticketing, gate, ramp, and customer touchpoints
• Provide input and support on customer service training and expectations for passenger service personnel

Operational Support & Cross-Training

• Maintain a working knowledge of ramp, airline, and fueling operations to better support and enhance the overall customer experience
• Receive training in line service operations, including aircraft marshalling, parking, fueling, towing, deicing, and airline refueling operations
• Assist with line service operations when needed to support business demands and ensure service continuity

Facilities & Experience Standards

• Ensure facilities are clean, professional, and maintained to high standards
• Help oversee customer-facing areas to ensure a positive first impression

Compliance & Safety

• Ensure compliance with all company policies, safety procedures, and applicable regulations
• Promote and enforce a strong safety culture across all departments

Additional Responsibilities

• Assist the Customer Service Department in day-to-day operations when needed, including customer interactions and billing support
• Support airport and company events, including those outside standard business hours
• Perform other duties and responsibilities as assigned by management

COMPENSATION, SCHEDULE & WORK EXPECTATIONS

Compensation Structure

• This is a salaried position, with expectations aligned to business development initiatives, outreach and coordination, leadership responsibilities, and operational support.
• Due to the nature of the role, hours may fluctuate based on operational needs, seasonal demand, events, and project timelines

Schedule & Availability

• Primary schedule is Monday through Friday, generally aligned with standard business hours
• Daily schedule offers a degree of flexibility, provided that:
• Departmental responsibilities are being met
• The Customer Service Department is properly staffed and supported
• The Customer Service Supervisor is effectively mentored and developed
• Operational needs and customer service expectations are consistently met
• Additional hours may be required:
• During peak seasons, particularly in the fall due to increased airline operations
• For events, conferences, outreach activities, or operational demands
• When supporting staffing gaps or critical business needs
• When major projects or initiatives are underway, the schedule may be coordinated with the General Manager to ensure:
• Project timelines are achieved
• Adequate availability for cross-department collaboration
• Operational coverage is maintained

On-Site Work Expectations

• This is a primarily on-site position
• The CECM is expected to be actively engaged in daily operations, team leadership, customer interaction, and facility presence

Operational Involvement & Workload Allocation

Once fully trained in front desk systems and ramp operations, the expected workload distribution is approximately:

• 60% – Marketing, business development, customer outreach, public relations, event planning, and coordination
• 20% – Customer Service Representative duties (front desk support, customer interaction, billing assistance)
• 10% – Line service support (ramp operations, fueling, aircraft handling, etc.)
• 10% – Airline operations support (primarily seasonal, during active airline service periods)

Note: These percentages are estimates and may shift based on seasonal demand, staffing levels, operational priorities, and business needs.

Leadership & Coverage Expectations

• The CECM is expected to lead by example and remain engaged in day-to-day operations
• This includes stepping into operational roles when needed to:
• Support staffing coverage
• Maintain service levels
• Reinforce team culture and expectations

QUALIFICATIONS

• High School Diploma or GED (preferred)
• 6+ years of marketing or communication director experience
• 6+ years of customer service experience (aviation or hospitality preferred)
• Leadership or supervisory experience
• Strong organizational skills, attention to detail, and ability to multi-task
• Proficiency in TotalFBO and Microsoft Office products (Outlook, Word, Excel)
• Experience with marketing tools (Canva, Adobe, Photoshop, WordPress) preferred
• Strong communication skills both in person and over the phone
• Ability to work day and evening shifts, weekends, holidays, and on-call as needed

PHYSICAL DEMANDS

• Frequent sitting, standing, bending, lifting, and walking
• Ability to lift and/or carry up to 75+ lbs

POSITION IMPACT

This role is critical to Overland Aviation’s success. The Customer Experience & Communications Manager ensures a consistent, high-quality customer experience across general aviation, commercial airline, and all public-facing operations, while shaping the company’s brand and driving business growth through strategic marketing, strong relationships, and operational alignment.