Director of Customer Experience

Department: Sales
Location: 710 North Drive - Melbourne, FL 32934

Avidyne Corporation is leading the general aviation (GA) industry in the design and manufacture of innovative and easy-to-use avionics systems. Avidyne is uniquely focused developing avionics systems that make flying safer, more accessible, and more enjoyable for pilots and their passengers. Headquartered in Melbourne, FL, the company has facilities in Concord, MA and Columbus, OH.

Take advantage of this unique opportunity to work for a world-class leader at the heart of innovation in general aviation.

The Director of Customer Experience is responsible for worldwide customer engagement to support inside sales team, technical support team and creating a robust post-sale customer relationship with Avidyne. The candidate is responsible for establishing the strategic direction and execution of all customer engagement initiatives for aftermarket product sales, technical support and warranty activity that will drive product penetration in key customer segments, create raving Avidyne fans and improve the technical support process within Avidyne. You are hands-on, highly collaborative and knowledgeable in developing, coaching and leading a team of customer service representatives, have experience with inbound technical support operations and a passion for customer engagement. This position requires interaction with all functions of the organization and requires strong organizational and analytical skills. Ideally, this person will be active in the General Aviation industry and hold an Instrument Pilot Rating.


  • Establish productivity and process metrics for CSRs (Customer Service Representatives) that improves post sale engagement with customers and dealers.
  • Identify and evaluate state-of-the-art technologies; define user requirements; own the post-sale customer journey and service standards.
  • Must be able to master inbound and outbound call strategies. We are looking for someone who leads by example. Excellent telephone skills are an absolute must for this position.
  • Vast experience operating with enterprise CRM platforms and take a leadership role with CRM platform adoption.
  • Participate in strategic planning to propose and implement new customer engagement initiatives.
  • Responsible for all customer segment group research to include extracting customer data, analyzing profiles achieving market segment penetration targets and customer satisfaction feedback from end user and dealer network.
  • Track, measure, analyze and optimize all tactics to improve Technical Support service metrics, warranty penetration, product sales results and customer satisfaction.
  • Drive growth and change in a fast-moving, high energy environment.
  • Prepare and present, as appropriate, data and reports to the Avidyne senior leadership.
  • Manage the team of telemarketers to ensure professional and company successes.

Skills and Core Competencies:

  • Experience dealing with external customers on a routine basis.
  • Results-oriented, self-motivated, and the ability to lead and motivate others.
  • Ability to make sound business decisions.
  • Superb verbal and written communication skills.
  • Demonstrated proficiency selling warranty products to end users.
  • Strong employee relations skills, including coaching and communication.
  • Self-starter, professional, demonstrates initiative, resourcefulness, and strong problem solving skills.
  • The ability to lead department by displaying outstanding phone skills, commitment, and passion in creating customer amazement.
  • The ability to conduct daily training and coaching sessions with your team.
  • The ability to meet or exceed all department Key Performance Indicators that measure overall performance.
  • Business process knowledge related to warranty sales

Education and Experience Requirements:

  • BA/BS or equivalent demonstrated technical sales experience.
  • 7+ years of experience in outbound sales team management.
  • 7+ years of experience of supervisory experience leading an inbound technical support team or call center.
  • Six Sigma Green Belt certification or PMP course certificate (preferred)
  • Experience with ERP software. Oracle a plus.
  • Familiarity with Aviation
  • Pilots license with instrument endorsement.


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Equal Opportunity/Affirmative Action Employer

Avidyne provides equal employment opportunity for all applicants and employees. We do not unlawfully discriminate on the basis of race, color, religion, ancestry, genetic information, national origin, gender, age, marital status, sexual orientation, veteran status, family care status, pregnancy, childbirth or related medical conditions, physical or mental disability, medical condition, or with respect to any other protected class.