Customer Experience Director (Subject Matter Expert)

Metron Aviation is seeking an experienced Customer Experience Director (Subject Matter Expert) to serve as a trusted advisor to customers and industry stakeholders across the global air traffic management community. This role combines deep operational air traffic control expertise with customer engagement, operational analysis, stakeholder collaboration, and business development support. The ideal candidate is a strategic thinker with extensive knowledge of air traffic operations, FAA systems, and NextGen initiatives who can effectively bridge customer needs with innovative aviation solutions. Key Responsibilities Customer Engagement and Leadership - Develop, maintain, and strengthen customer relationships globally. - Serve as a subject matter expert and trusted advisor to customers, ANSPs, and industry stakeholders. - Lead project activities involving collaboration with customers, government agencies, and industry partners. Operational Analysis and Technical Expertise - Partner with technical teams to review, analyze, model, and demonstrate operational concepts. - Evaluate new or revised procedures and policies for technical feasibility, operational effectiveness, and performance benefits. - Assess operational challenges and identify solutions that support customer objectives and strategic initiatives. - Support the resolution of cross-organizational issues that may impact program goals or customer success. Business and Industry Support - Support business development activities, including customer meetings, industry events, and proposal efforts. - Contribute to strategic planning initiatives and customer engagement opportunities. - Represent Metron Aviation at industry conferences, working groups, and stakeholder forums as needed. Communications and Reporting - Prepare and edit technical reports, white papers, presentations, and briefing materials. - Deliver presentations and briefings to customers, industry groups, and Metron leadership. - Prepare regular status reports and updates for management and stakeholders. - Perform other duties as assigned. Experience - Minimum 10 years of Air Traffic Control experience in Terminal, En Route, or Traffic Management environments. - Minimum 5 years as a Full Performance Level (FPL) Air Traffic Controller required. - 15+ years of ATC experience preferred. - 5+ years of Air Traffic Flow Management (ATFM) experience preferred. - Experience building and creating safety cases related to ATM systems. - Demonstrated knowledge of domestic and international air transportation systems and NextGen concepts and technologies. Technical Knowledge - Terminal and Tower ATC systems. - Traffic Flow Management systems. - Systems integration principles. - FAA operational domains including System Operations, En Route, Terminal Operations, Planning, Budgeting, and Management preferred. Skills and Competencies - Strong customer relationship and stakeholder engagement skills. - Excellent verbal and written communication skills. - Strong analytical and problem-solving abilities. - Ability to work collaboratively across technical and operational teams. - Proficiency with Microsoft Office applications. - Flexible, adaptable, and able to manage multiple priorities. Security Requirements - Must be able to successfully pass a background investigation. - Must be eligible to obtain and maintain a Position of Public Trust designation. Preferred Qualifications - Extensive experience working with ANSPs and international aviation stakeholders. - Experience supporting operational modernization initiatives and ATM/ATFM programs. - Demonstrated success in customer-facing leadership or consulting roles within the aviation industry. - Experience working with global organizations such as CANSO, ICAO and IATA. Employment Type - Direct hourly, on-call OR 10 9. - Work is assigned on an as-needed basis based on project and customer requirements. - Hours may vary depending on customer engagements, project demands, travel requirements, and business needs. - No guaranteed minimum number of hours. - Opportunity to contribute to high-impact aviation and air traffic management initiatives while maintaining a flexible schedule. Travel Requirements - International travel as required, potentially as frequently as monthly. Metron Aviation, Inc. is an Equal Opportunity Employer EOE M/F/D/V For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website. https://metronaviation.applicantpro.com/jobs/4210823-333972.html