Customer Service Performance Manager (Aviation/Airline industry)Salary: 8 million - 10 million JPY annual packageBase: Hybrid. (Office in Tokyo/Narita, Japan)My client, a leading Avionics Corporation company that designs, engineers, manufactures, sells, and installs customized in-flight entertainment and communications devices to airlines worldwide. It is the world’s leading supplier of in-flight entertainment and communication systems, serving over 300 airlines and over 1. 4 billion airline passengers annually. Job OverviewThe CPC Service Performance Manager is responsible for facilitating the implementation of a comprehensive, customer-focused strategy within the Customer Performance Center (CPC).
The primary goal is to optimize responsiveness and ensure high-quality in-service performance for connectivity airline customers. This role oversees contract compliance with committed service levels, ensures accurate reporting of Customer Service Level Agreements (SLAs), and implements strategies to enhance customer satisfaction and profitability. The position also coordinates activities across multiple enterprise functions—CPC, engineering, sales, program management, and operations—to ensure system performance and customer satisfaction. Major ResponsibilitiesCustomer PerformanceImplement strategies and action plans to improve communication and responsiveness. Set direction to meet customer performance SLA requirements. Follow and manage processes for resolving customer issues.
Communicate status updates on issue resolution internally and externally. ProcessDrive the reduction or elimination of customer performance-related penalties. Establish and meet SLA performance targets for assigned airline customers. Lead cross-functional improvement initiatives. Provide monthly SLA adherence reports to customer account management teams in line with contractual obligations. OrganizationCoordinate across departments (CPC, engineering, sales, operations) to ensure responsiveness to in-service issues. Operate globally within the assigned region, supporting customer teams. Serve as the primary point of contact for customer performance within the designated region. Education & Experience RequirementsBachelor’s degree or equivalent in Business or a related technical field (preferred).
5+ years of experience in customer service or account management within the IFEC, avionics, or commercial aircraft cabin systems industry. Minimum of 1 year of experience leading cross-functional teams. Knowledge & Skill RequirementsComprehensive understanding of connectivity systems and associated dependencies/issues. Familiarity with the aviation and airline industry. Strong rapport and network with major airlines, especially in procurement, engineering, marketing/product, or related departments (a plus). Proven experience in managing strategic business plans for system delivery. Excellent written and spoken English communication skills. Effective persuasion, presentation, and interpersonal skills. Ability to lead and drive cross-functional improvements. Demonstrated leadership and team-building capabilities.
Strong analytical and problem-solving skills. Skilled at organizing and implementing departmental objectives. Ability to manage multiple customer programs effectively. Experience handling customer issues professionally and efficiently. Ability to maintain positive working relationships with internal teams and external customers
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