Director, Customer Service Management
Date: Mar 20, 2026
Location: Westerham, GB, TN16 3BN
Company: Bombardier
When applicable, Bombardier promotes flexible and hybrid work policies.
Why join us?
At Bombardier, we design, build and maintain the world’s peak-performing aircraft for the world’s most discerning people and businesses, governments and militaries. We have been successful in setting the highest standards by putting our people at the heart of it all, and defining excellence, together.
Working at Bombardier means operating at the highest level. Every day, you are part of a team that delivers superior experiences and products, pushing the boundaries of what's possible in our industry and beyond. By prioritizing employee growth and development, we empower everyone to reach their full potential on their own terms, because the best work happens when you are free to be yourself and share your unique expertise.
What are your contributions to the team?
Strategic Leadership and Vision
- Define and refine the customer maintenance journey strategy across the service network.
- Establish and enforce enterprise standards for communication, experience delivery, and customer-facing processes.
- Own the organizational identity and purpose of the CSM function.
- Drive cross-functional alignment between Operations, Quality, Planning, Finance, and Customer Experience.
Operational Excellence and Standardization
- Implement standardized tools, reports, templates, and operating cadences across all sites.
- Govern escalation pathways and decision-making protocols.
- Maintain oversight of schedule discipline, communication quality, and risk-informed decision-making.
- Reduce variance between sites to improve predictability and consistency.
Customer Experience Stewardship
- Serve as the enterprise owner of the customer experience within the maintenance journey.
- Ensure a high-quality, transparent experience regardless of site.
- Identify friction points and lead initiatives to improve customer confidence.
- Review trends and customer sentiment to drive continuous improvement.
People Leadership and Organizational Development
- Lead, coach, and develop the CSM management team.
- Set performance expectations and competencies for the CSM organization.
- Promote cross-site collaboration and best practice sharing.
- Strengthen soft-skill capabilities across the team.
Performance, Metrics and Financial Discipline
- Own enterprise customer maintenance performance KPIs.
- Drive financial stewardship in customer-facing decisions.
- Review reporting and analytics to identify risks and opportunities.
- Partner with Finance to ensure accurate forecasting and cost discipline.
Cross-Functional Leadership
- Collaborate with Directors in Operations, Planning, Quality, and Finance.
- Act as the executive escalation point for complex customer or operational issues.
- Lead enterprise-wide customer experience initiatives.
- Represent customer experience in strategic planning and leadership forums.
How to thrive in this role?
- You have consistent, predictable experience across all sites.
- You have led a high-performing CSM organization with strong discipline.
- You have strong financial discipline embedded in decisions.
- You have a reputation for delivering a world-class maintenance experience.
- 10+ years of experience in customer experience, service operations, aviation maintenance, or related fields.
- Proven multi-site leadership experience.
- You have a strong understanding of operational processes, risk management, and financial decision-making.
- You hold exceptional communication skills and an executive presence.
- You have demonstrated success in change leadership and standardization.
What does success look like?
- We have aligned, repeatable processes used across the network.
- We see reduced escalations and increased customer trust.
Now that you can see yourself in this role, apply and join the Bombardier Team!
Please note: You don’t need all the skills, knowledge, and experience listed to apply for this position. We’re not looking for the perfect candidate, we’re looking for great talent and passionate individuals.
Bombardier is an equal opportunity employer and encourages persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply.
Job Dir, Customer Service Management
Primary Location Biggin Hill Service Center
Organization Bombardier Services (UK)
Shift
Employee Status Regular
Requisition 12259 Director, Customer Service Management