Job Description
Job Description
About Electra:
Electra's next gen mission is to develop Ultra Short aircraft, built for Direct Aviation. We are redefining the next level of connectivity, pioneering direct aviation - without airports, emissions, or noise. Electra's Ultra Short aircraft will revolutionize air travel by bringing it closer to where we live, work, and play, making new connections possible. This makes a new venture like Electra exciting and fast-paced. Headquartered in Northern Virginia, we're on a quest to build a team of insanely talented people who want to do meaningful work.
Position Overview:
The Vice President of Customer Support is a key member of the commercial leadership team, responsible for building and executing Electra's global customer support strategy. This role oversees all aspects of the aftermarket experience, including technical support, field services, training, publications, spares, warranty programs, maintenance programs, and customer satisfaction initiatives. The role will lead the effort to ensure customers receive best-in-class service throughout the aircraft lifecycle, from delivery through operational support.
Key Responsibilities and Essential Functions:
- Develop and implement a comprehensive global customer support strategy aligned with the company's business and product roadmap.
- Define the complete after-sale experience for Electra's customers
- Lead and grow a high-performing team across technical support, field service, customer service, maintenance programs, publications, and training.
- Define the scope of Electra's customer support services across maintenance, training, and aftermarket programs
- Complete by-the-hour programs
- Tiered/bundled service options: pilot & maintenance training, spare parts logistics, technical publications, AOG support, warranty, data services, tooling, insurance, etc.
- Define and build the necessary technology infrastructure and roadmap to deliver services at scale using modern tools and channels
- Serve as the senior point of contact for customer service issues and represent the voice of the customer within the leadership team.
- Oversee the development and delivery of customer training, technical manuals, digital support tools, and customer portals.
- Identify and benchmark best-in-class support programs and customer success drivers
- Develop a business model for Electra's customer support organization, including:
- Revenue and cost structure
- Partner and resource strategy
- Customer interaction and digital tools
- Build a business case with financial projections and scalability analysis
- Perform make-buy tradeoffs for MRO and training service provision
- Develop partnerships, as needed, for MRO and training networks (U.S. and international launch markets)
- Define HUMS, SMS, and FOQA offerings based on connected aircraft capabilities and data collection
- Prepare customer support strategy and readiness plan for Entry Into Service (EIS). Define services needed at launch and roadmap thereafter. Define global rollout strategy and support for international customers.
- Collaborate cross-functionally with engineering, manufacturing, sales, legal, and finance teams to ensure seamless post-delivery support.
- Define and monitor key performance indicators (KPIs) related to customer support performance, response times, parts availability, and satisfaction metrics.
- Manage customer support budgets, resources, and vendor relationships to deliver service efficiently and profitably.
- other duties as assigned
Required Education and Experience:
Minimum of 18+ years of experience in Aerospace design engineering with Bachelor's degree in aerospace or related major, 16+ with Masters, 12+ with PHD.
Required Qualifications:
- 10+ years of experience in aviation customer support, MRO, aftermarket services, or OEM support strategy
- Deep understanding of aircraft operations, maintenance, MRO, and aftermarket economics.
- Deep knowledge of customer support models in legacy and/or emerging aircraft sectors (Part 23, eVTOL/AAM)
- Proven experience designing or implementing successful maintenance and training support programs
- Familiarity with by-the-hour models, warranty frameworks, and operator engagement strategies
- Strong understanding of MRO networks and aftermarket revenue models
- Experience developing or evaluating digital and data-driven support services (e.g., HUMS, FOQA)
- Familiarity with FAA/EASA requirements for maintenance and training
- Strong business acumen with ability to build financial models and support business case development
- Excellent written and verbal communication skills; ability to synthesize technical and commercial requirements
- Self-starter with ability to operate in a fast-paced startup or innovation-driven environment
Desired Qualifications:
- Advanced Degree in Business, Aviation Management, or Engineering
- Experience with a new aircraft type's Entry Into Service (EIS)
- Exposure to hybrid-electric or sustainable aviation technologies
Location:
- Headquarters in Manassas, VA. To encourage close collaboration this position is 3-4 OR 4-5 days in the office, with some virtual work allowed
Salary:
Electra's salary range for this position is: $178,500.00 - $286,875.00 USD
Our salary ranges reflect the minimum and maximum range for the Company level overall across all locations & projects and does not necessarily reflect the budgeted amount for this position. Individual pay is based on additional factors, including project budgets, job-related skills, experience, relevant education and/or training, role, level, location, and project.