Customer Projects Manager

Position Summary

At Jet Aviation, every project is more than a checklist — it’s about bringing aircraft safely and efficiently back into service while delivering an exceptional experience for our customers.

We’re looking for an experienced and driven Customer Projects Manager to take ownership of aircraft maintenance projects from start to finish. Acting as the key link between our customers and internal teams, you’ll bring together planning, engineering, production, supply chain, finance, and operations to ensure every project is delivered safely, on time, to the required quality, and in line with commercial expectations.

If you thrive in a fast-paced aviation environment, enjoy solving problems, and have a strong customer and commercial mindset, this could be your next opportunity.

Your Role

As Customer Projects Manager, you will be the primary point of contact for the customer throughout the project lifecycle, taking ownership from project kick-off through to the successful release of the aircraft back to service. You will balance customer satisfaction, operational delivery, technical requirements, and financial performance, while proactively identifying risks, managing changes, and keeping all stakeholders aligned.

What You’ll Be Doing

• Take ownership of assigned maintenance projects from initial planning through to successful closure.

• Review the initial work scope with the Project Specialist/Planner and establish a clear project execution strategy.

• Lead customer input meetings to present, clarify, and confirm the agreed work scope.

• Develop and maintain project GANTT charts, timelines, milestones, and key deliverables.

• Monitor overall project progress, planned hours versus budget, financial performance, risks and opportunities, payment milestones, Additional Work Requests (AWRs), and warranty cases.

• Identify defects, scope changes, and additional work, ensuring these are communicated and quoted to the customer in a timely manner.

• Coordinate with Supply Chain Management (SCM) to investigate parts pricing, track critical parts, and manage potential supply risks.

• Coordinate resource requirements with supervisors, P145, engineering, production, shops, and other operational teams.

• Open and manage work orders in SAP as required.

• Provide regular financial and technical project status updates to customers and Jet Aviation MRO management.

• Act as the key contact for customer enquiries, requests, concerns, and disputes, ensuring issues are addressed promptly and escalated when required.

• Work closely with operations, shop supervisors, engineering, SCM, billing, and finance to keep projects moving efficiently.

• Ensure all additional work is appropriately quoted, approved, tracked, and communicated.

• Monitor project financial performance, including GP%, costs, payments, and commercial risks, in close coordination with Finance.

• Coordinate billing activities, including down payments, invoices, and credit notes, in accordance with contractual requirements.

• Ensure all required aircraft documentation and paperwork are completed for release to service, including job cards, work reports, logbooks, and related records.

• Track occurrence report investigations through to completion and implementation of corrective actions.

• Ensure regulatory requirements are understood and incorporated throughout the project.

• Support the successful release of the aircraft to service by working closely with the core project team.

• Oversee the financial readiness of the aircraft prior to departure.

• Support customer surveys and follow up through to completion.

• Provide operational support as required, including Friday–Sunday coverage in coordination with P145, shops, and the moving team.

• Identify opportunities for process improvement and actively contribute to a culture of continuous improvement.

• Take a proactive, hands-on approach to resolving challenges and keeping projects on track.

Who You Are

We’re looking for someone who combines aviation knowledge, project management capability, commercial awareness, and strong customer skills.

You’ll ideally have:

• A Bachelor’s degree in a relevant functional area or equivalent relevant aviation experience.

• At least 4 years of relevant experience in aviation, preferably within an MRO or aircraft maintenance environment.

• Strong technical knowledge and understanding of aviation operations.

• Experience managing multiple projects, priorities, and stakeholders in a fast-moving environment.

• The ability to remain calm and effective under pressure while working to tight deadlines.

• A proactive, hands-on approach with strong ownership and accountability.

• Excellent interpersonal, communication, and influencing skills.

• A strong customer-service mindset and the ability to build trusted relationships with customers and internal stakeholders.

• Good business and financial acumen, with an understanding of project costs, margins, budgets, and commercial performance.

• Strong organisational and prioritisation skills, with the ability to manage several aircraft maintenance projects simultaneously.

• Proficiency with MS Office; experience with SAP, CMP, and CAMP would be an advantage.

• An open mindset, collaborative approach, and genuine passion for continuous improvement.

• A PMP® certification or equivalent qualification such as PRINCE2 is strongly preferred.

Desired Characteristics

• Manages and prioritizes workload independently and efficiently  
• Demonstrated communication skills with internal and external stakeholders  
• Demonstrated problem solving and influencing skills  
• Results driven with strong customer focus  
• Strong personal values corresponding with Jet Aviation values (Trust, Honesty, Alignment, Transparency)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Work Environment

The employee must be able to work in both a heavy maintenance environment and in upscale customer areas. The noise level in the work environment is usually moderate with occasional high volume when aircrafts arrive/depart. The employee is frequently exposed to vibration. Occasional fuel fumes may permeate the workplace. Employee must be willing and able to work in all types of weather conditions. The noise level in the work environment is usually loud. The Hangar environment may be extreme hot and cold during certain seasons of the year.