Program Manager in Tulsa

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Job DescriptionJob Description

We are seeking a Program Manager. This position plays a key role in ensuring customer expectations are met while coordinating closely with internal departments to maintain operational efficiency and compliance.

The Program Manager will act as the primary point of oversight for multiple customer accounts and internal project activity. This individual will guide a team of Customer Support Representatives, manage escalations, and ensure clear, consistent communication regarding order progress, repair updates, delivery schedules, and documentation requirements.

Success in this role requires strong leadership, the ability to manage competing priorities, and a proactive approach to resolving customer concerns while maintaining regulatory and operational standards.

Key Responsibilities

• Oversee day-to-day customer program activity, ensuring accurate and timely communication regarding order status, repair progress, delivery timelines, and service updates.
• Lead and support a team of Customer Support Representatives responsible for customer communication and account coordination.
• Act as the escalation point for customer issues, working cross-functionally with Operations, Quality Assurance, Planning, Shipping, Sales, Engineering, and Finance to drive resolution.
• Coordinate with production and operations teams to support turnaround time goals, on-time delivery commitments, and customer priorities.
• Monitor customer service performance indicators such as response time, issue resolution, customer satisfaction, and escalation frequency.
• Maintain accurate records within CRM and ERP systems while ensuring proper documentation, certifications, and traceability requirements are met.
• Assist with customer and regulatory audits and participate in performance reviews with key accounts.
• Provide leadership, coaching, and ongoing development to customer support staff to ensure high levels of performance and service quality.
• Identify opportunities to streamline processes, improve communication workflows, and increase visibility for customers throughout the service lifecycle.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Minimum of five years of experience in program management, customer operations, or service leadership.
• Prior experience in a regulated industry such as aviation, aerospace, manufacturing, medical, or similar environments.
• Demonstrated leadership skills with the ability to guide teams and collaborate across departments.
• Strong communication, organizational, and problem-solving abilities.
• Experience working with CRM and ERP platforms.
• Familiarity with FAA Part 145 or similar regulatory environments is beneficial.

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