Manager, Customer Service

The Customer Service Manager is responsible for the day‑to‑day leadership, safety, service quality, and operational effectiveness of the FBO Customer Service Team. This role works closely with the General Manager and Line Service leadership to ensure a seamless customer experience while maintaining high standards for safety, professionalism, and customer satisfaction.

Customer Service Operations & Service Delivery Lead daily customer service activities to ensure consistent, professional, and timely service delivery

Serve as an active, visible leader during operations, including handling service recovery when necessary

Conduct shift briefings to align CSRs and supervisors on daily priorities, safety topics, and service expectations

Meet, greet, and assist customers with hotel accommodations, ground transportation, catering, and special service requests

Ensure adherence to company standards related to customer service, safety, and security

Support efforts to improve external customer satisfaction scores, including third‑party surveys and feedback tools

Team Leadership, Staffing & Development Directly supervise Customer Service Representatives (CSRs) and Customer Service Supervisors Recruit, interview, and support the hiring of new Customer Service team members

Ensure initial and recurrent training is completed and properly documented

Develop and manage CSR schedules; recommend staffing levels based on operational demand

Conduct performance reviews; provide coaching, feedback, and corrective action as needed

Promote employee engagement and accountability to support customer loyalty and retention

Safety, Compliance & Quality Reinforce a strong safety culture through daily observations, audits, and routine communication

Ensure consistent use of the Baldwin Safety Management System (SMS)
Participate in monthly service and safety meetings and support required training initiatives

Ensure customer service procedures are understood, followed, and updated as needed

Partner with leadership to support compliance with airport, company, and regulatory requirements

Customer Relations & Business Support Build and maintain positive relationships with customers, tenants, and business partners

Seek customer feedback through surveys and direct interaction, promoting continuous improvement

Support customer retention and new business development by identifying service opportunities

Perform additional duties as assigned by the General Manager Bachelor’s degree from a four‑year college or university or five (5) years of related experience/training, or an equivalent combination of education and experience

Aviation experience

Demonstrated organizational and people‑leadership skills

Strong customer service and relationship‑management experience

Proficiency with Microsoft Office and standard business systems

Strong verbal, written, and interpersonal communication skills

Valid driver’s license

Working conditions and physical demands for this role –This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and printers.

Note:

The statements above are intended to describe the general nature and level of work being performed by people assigned to the job. They are not construed to be an exhaustive list of responsibilities, duties, and skills required of personnel. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Predictive Index Assessment –Please click on the link below to complete a behavioral assessment. This step is required. Aviation’s Pay Range –$80,000- $95,000 + bonus + benefits.

The Modern Aviation pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, or other laws.

Equal Employment Opportunity –Modern Aviation is committed to providing equal employment opportunities to all qualified applicants and employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other status protected by applicable federal, state, or local laws. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of the role.

Applicants must be legally authorized to work in the United States for any employer. Modern Aviation is unable to sponsor or assume sponsorship of an employment visa.

If you require accommodations during the interview process or have questions, please contact
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