Senior Manager, MRO Customer Service - Americas (onsite)

Senior Manager, Regional MRO Customer Service (America)

The Senior Manager, Regional MRO Customer Service (America) role drives consistent, high-quality customer experiences and continuous improvement at scale through strong people leadership, resolution of complex customer issues, and insight-driven improvements. Partnering closely with leadership, the role converts customer feedback and service trends into preventative actions, scalable processes, and improved operational performance.

The successful candidate communicates effectively across all levels of the organization, translating complex issues into clear, actionable messaging. They thrive in fast-paced, deadline-driven environments, manage competing priorities with accountability, and take a hands-on approach to operations by analyzing data and directly driving process improvements and corrective actions.

This Winston-Salem, NC based role requires 50% travel to our MRO site in Lenexa, KS. This travel may expand to include additional US MRO sites.

What You Will Do:

Provide strategic and operational leadership for customer service repair operations across our US locations, ensuring consistent service delivery and performance.

Lead, mentor, and develop customer service leaders and teams to drive engagement, accountability, and high performance. (This includes a team of direct reports based in both Lenexa and Winston-Salem.)

Monitor and analyze individual and team customer service metrics, repair turnaround times, and order status trends; implement corrective and preventative actions as needed.

Own the end-to-end customer experience for repair activities, including oversight of complex or escalated customer issues and critical accounts.

Ensure consistency, quality, and compliance in repair processes, documentation, and service standards across sites.

Partner with Operations, Engineering, Quality, Supply Chain, Field Support, Product Support and Sales to align priorities and resolve issues impacting customers.

Identify opportunities to improve efficiency, effectiveness, and scalability through process improvements, system enhancements, and standardization across sites.

Serve as the primary escalation point for customer service risks, communicating trends, performance insights, and mitigation plans to senior leadership.

Support continuous improvement initiatives and change management efforts across your sites.

Ensure compliance with regulatory, contractual, and company requirements related to repair services.

Drive a customer-first culture while balancing operational performance, cost, and delivery commitments.

Qualifications You Must Have:

Typically requires a University Degree and minimum of 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 years of experience

Experience in MRO, aerospace, manufacturing, or a similarly regulated focused environment.

Demonstrated experience capability in process optimization, continuous improvement, and change management.

Proficiency in standard business productivity software, including but not limited to Microsoft Excel, PowerPoint, Outlook, and Word.

Experience presenting and communicating with internal and external stakeholders, including but not limited to customer reviews, employee performance discussions, and leadership updates.

Qualifications We Prefer:

Experience using ERP systems to manage repair orders, analyze performance, and ensure data accuracy and visibility.

Established track record of effective cross-departmental partnership.

Experience identifying trends, risks, and systemic issues through data, employee and customer feedback, and translate insights into actionable improvement plans.

Experience supporting and managing expectations of global customers

What We Offer

Some of our competitive benefits package includes:

• Medical, dental, and vision insurance
• Three weeks of vacation for newly hired employees
• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
• Tuition reimbursement program
• Student Loan Repayment Program
• Life insurance and disability coverage
• Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Ovia Health, fertility, and family planning
• Adoption Assistance
• Autism Benefit
• Employee Assistance Plan, including up to 10 free counseling sessions
• Healthy You Incentives, wellness rewards program
• Doctor on Demand, virtual doctor visits
• Bright Horizons, child and elder care services
• Teladoc Medical Experts, second opinion program
• And more!

At Collins Aerospace, our Interiors team is focused on innovation, safety and cost efficiency. But we don't just get people from point A to point B. We're committed to making air travel more comfortable, connected and secure. As a leader in aviation interior products and services, we're helping airlines and original equipment manufacturers create a positive experience for their customers. With offices and manufacturing facilities in more than 12 states across the U.S. and more than 10 countries around the globe, we're changing the game of aircraft interiors. Are you ready to join our team?

At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other -- propel us all higher, again and again. Apply now and be part of the team that's redefining aerospace, every day.