Position Summary

The Customer Program Manager at xCelle Americas is responsible for the diligent oversight and internal coordination of all MRO programs, ensuring timely execution, technical integrity, and adherence to contractual obligations. This role also serves as the primary point of contact for daily customer inquiries, ensuring a high level of satisfaction through efficient communication and administrative support. This role acts as the internal champion for customer commitments, working closely with technical teams, supply chain, and operations to deliver new-generation nacelle MRO services efficiently and to the highest quality standards. The Customer Program Manager manages the operational lifecycle of customer contracts from initiation through completion.

About xCelle Americas

xCelle Americas is a dynamic Joint Venture (JV) established in 2021, proudly co-owned by two global leaders: Air France Industries KLM Engineering & Maintenance and AAR Corp. Based in Hot Springs, Arkansas, we specialize in the maintenance, repair, and overhaul (MRO) of nacelles for new-generation aircraft.

As a rapidly growing company, xCelle Americas operates with a lean and agile team, fostering a dynamic, startup-like environment. We are on an ambitious trajectory for rapid growth within a booming sector, backed by the stability and expertise of our parent companies. This creates an unparalleled opportunity for impactful contributions from every team member.

Key Responsibilities

The Customer Program Manager will be responsible for the following key areas:

• Manage and coordinate the internal execution of MRO programs for customer orders, ensuring adherence to schedules, quality standards, and budget.
• Administer existing customer contracts for maintenance services, extensions, and modifications, ensuring all terms and conditions are fulfilled.
• Liaise with internal technical and production teams to discuss the suitability of different types of aircraft nacelle components for MRO and coordinate resolution of technical issues.
• Review and validate estimates for material, equipment services, and production costs to ensure accuracy and completeness for ongoing programs.
• Manage and maintain rotable inventory and associated processes for specific MRO programs.
• Act as the first point of contact for routine customer requests, order status updates, delivery estimates, and general information.
• Process customer orders, ensuring accuracy of data entry into the ERP system.
• Investigate and coordinate the resolution of complex customer problems related to deliveries or program execution, working cross-functionally.
• Prepare internal reports on program status, progress, and performance, advising management on potential risks or issues.
• Ensure all program activities comply with company policies, safety procedures, legal requirements, and customer specifications.
• Participate in continuous improvement initiatives for MRO processes and program management methodologies.

Minimum Requirements

• Education: Bachelor's degree in Business Administration, Engineering, or a related field preferred.
• Experience: 3-5 years of progressive experience in program management, project management, or operations within an MRO, aerospace, or manufacturing environment.
• Technical Skills:
  • Strong proficiency with Microsoft Office Suite (Word, Excel, Project, Outlook).
  • Demonstrated experience with an ERP system (e.g., Syteline or similar) is required.

  • Working knowledge of aircraft component MRO processes and terminology.

     

• Soft Skills:
  • Excellent written and oral communication skills, with the ability to articulate complex information clearly to diverse audiences.
  • Proven ability to organize, prioritize, and manage multiple projects simultaneously under pressure and tight deadlines.
  • Exceptional problem-solving, analytical, and decision-making skills.
  • Strong interpersonal skills and the ability to build effective relationships with internal teams and external stakeholders.
  • High level of autonomy, proactivity, and detail orientation.
  • Ability to thrive in a fast-paced, lean, and growing organization.