Customer Experience Manager (Military Aviation)

TL;DR

Customer Experience Manager (Military Aviation): Delivering exceptional customer support and onboarding for aviation-focused products with an accent on resolving operational issues and translating customer feedback into product improvements. Focus on serving as a Subject Matter Expert (SME) to guide design and development teams in enhancing usability and system functionality.

Location: Remote (Must be based in the US and possess or have the ability to obtain a Secret Clearance)

Salary: $75,000 - $85,000 a year

Company

An adaptive innovation provider supporting national security and critical civilian missions through the integration of advanced technologies and elite expertise.

What you will do

• Lead the onboarding process for new customers to ensure smooth platform adoption.
• Manage and resolve customer inquiries across multiple support channels in a professional manner.
• Analyze customer feedback and recurring issues to recommend product and process improvements.
• Serve as a Subject Matter Expert (SME) during discovery, research, and design phases of upcoming projects.
• Collaborate with cross-functional product, design, and development teams to improve workflows.
• Conduct quality assurance (QA) testing to validate new features before release.

Requirements

• Minimum 4 years of military aviation experience (e.g., Pilot, Enlisted Aviator, or Aviation Resource Management).
• Active Secret Clearance or the ability to obtain one.
• Bachelor's degree preferred; Associate degree accepted with 4–8 years of relevant military experience.
• Strong understanding of aviation operations and workflows in military environments.
• Proven experience collaborating with cross-functional teams on mission-critical systems.
• Excellent problem-solving and communication skills.

Culture & Benefits

• A culture based on the "6Hs": Happy, Helpful, Honest, Humble, Hungry, and Hustle.
• Environment that treats employees as family members with a strong emphasis on mutual respect.
• Focus on innovation, continuous improvement, and a relentless work ethic to advance national security missions.
• Remote work flexibility.