ABOUT CIRRUS AIRCRAFT
In the world of aviation, Cirrus Aircraft is synonymous with the ultimate flying experience. Known for its stylish, comfortable, high-performance aircraft, total safety system and unparalleled customer service, the company has built a worldwide following of loyal
customers and enthusiastic fans who aspire to own their own Cirrus. Widely accepted as the most sophisticated personal aviation company with the world’s best-selling high-performance piston for the past twenty years and the best-selling single engine jet for the past three years, Cirrus continues to push the limits of innovation in technology, safety and performance.

History
Cirrus Aircraft Corporation was founded in 1984 in a small barn in Baraboo, Wisconsin. From this inauspicious start, Cirrus has grown to become the largest producer of piston-engine aircraft in the world while always maintaining its passionate entrepreneurial spirit. It is this spirit that has over the years attracted some of the world’s greatest engineers, pilots, and aviation thought leaders to the company, headquartered in Duluth, Minnesota. A spirit that led Cirrus to lead the way in significant engineering achievements – the first all-glass cockpit, the first full aircraft parachute systems (CAPS), and the first certified single-engine jet, now featuring Safe Return Emergency Autoland.

The leadership team under CEO Zean Nielsen is committed to enhancing and growing Cirrus’ spirit of entrepreneurship, innovation and explosive growth since Mr. Nielsen joined over 3 years ago. Cirrus dominates the market with two aircraft platforms: It’s SR platform, which includes the SR20, SR22, and SR22T models; and its SF platform, boasting the company’s groundbreaking Vision Jet.

Relentless Innovation
The Cirrus story is one of enthusiastic and relentless innovation. Cirrus started by re-imagining personal aviation with a piston aircraft that redefined performance, style, comfort, and safety. After six generations of the SR Series, Cirrus continues to raise the bar with improvements like sophisticated avionics and luxurious interiors.

The Vision Jet is the culmination of that same spirit of innovation. As the world’s first Personal Jet™, the Vision Jet excels in performance and is simple to fly. It’s easy to own and operate. And it’s a pleasure to travel in, as a pilot and as a passenger. With the Vision Jet, Cirrus has ushered in a new era of personal transportation. It’s an era where jet speed, jet comfort, and jet convenience are accessible. And, after winning numerous accolades and awards, including the Robert J. Collier Trophy (twice), the company is just getting started. Introducing the Generation 2+ Vision Jet, the latest example of how Mr. Nielsen’s team is always dreaming up what’s next in aviation.

This has resulted in more than doubling of revenue in the last two years as well as many breaking records in margin, profits, and cash flow with the company on a path to double again in the mid-range.

Commitment to Safety
The ultimate level of confidence starts with the total safety solution exclusively offered in every Vision Jet. Available for the first time, the Safe Return™ emergency Autoland system joins a wide array of revolutionary safety systems, including the Cirrus Airframe Parachute System® (CAPS®), designed to protect the pilot and passengers.

An Unparalleled Commitment to The Customer Experience
One of Cirrus’s great strengths is its commitment to creating the ultimate aviation experience. The focus is on exceptional product vision AND an experience vision. Customers around the world will attest to the fact that the Cirrus’ approach to creating the ultimate flying experience and making the customer feel like a member of a special family is second to none.

For Cirrus, the customer experience encompasses every aspect of ownership. Cirrus provides flight training to customers and prospects, helps them secure financing, assists with maintenance and repairs, and offers everything possible to ensure the ultimate in efficiency, safety, and satisfaction with the aircraft and the experience of owning and flying it.

Cirrus’ achievements over the last few decades have been truly remarkable. What started with two brothers’ passionate pursuit of building a different kind of airplane has grown into a thriving business creating general aviation’s most popular aircraft built around the most loyal pilot customer base in the world. With the introduction of the new Jet, the company is at a remarkable inflection point. As Cirrus prepares for dramatic growth over the next few years, adding to its world-class team of engineering leaders is a top priority.

OUR LOCATIONS

Duluth, Minnesota
As the home to our corporate headquarters, Duluth is a four-season city on the western tip of Lake Superior and was voted Best Town by Outside Magazine. The splendor of the largest freshwater lake in the world offers a multitude of outdoor activities for adventure or rejuvenation. The North Shore lifestyle is known its year-round activities, including bicycle and snowmobile trails, kayaking, rock climbing, fishing, hiking, golfing, sailing and skiing. And as a top employer in the area, Cirrus Aircraft was recently named “Best Overall Large Company to Work for in the Northland” and “Best Workplace Culture” by the Duluth News Tribune readers.

Knoxville, Tennessee
Chosen as the location for our Vision Center Campus, the hub of our customer experience activities, Knoxville is often described as a hidden gem. Surrounded by the Smoky Mountains and home to the rambling Tennessee River, the town offers a plethora of outdoor activities and a vibrant downtown.

Very few places feature the opportunity to experience live music, culture, outdoor adventures and
acclaimed cuisine in one location. It’s no wonder why Knoxville was recently named as a Top 10
Destination on the Rise by Trip Advisor.

Grand Forks, North Dakota
As our main sub-assembly composite facility, our Grand Forks location is essential to the development of every Cirrus aircraft. Home to the University of North Dakota and the state’s third largest city, this unique town offers small town charm with an inviting community, centered on hospitality and grand possibilities. Activities in town expand across all four seasons, with abundant city parks, local fishing, collegiate sports, superb arts and theatre, excellent restaurants and
several community events and festivals.

McKinney, Texas
Located just 30 miles north of downtown Dallas. McKinney is a picturesque city with a smalltown feel that is quite different from the Metroplex’s urban sprawl. A 2019 population of 190,000 is one of the fastest growing cities in America. Beautiful tree-lined streets, diverse residential neighborhoods, outstanding educational opportunities, a robust business environment, a charming historic downtown and a strong sense of community make McKinney truly stand out. The nation continues to recognize McKinney as a stand-out community. Money Magazine ranked McKinney the #1 Best Place to Live in America in 2014.

Scottsdale, Arizona
Nestled between the Sonoran Desert and McDowell Mountains, Scottsdale, Arizona features beautiful wildlife scenery with rivers and trails for hiking, rafting, mountain biking, horseback riding and more. Old Town’snine walkable neighborhoods provide day and night entertainment filled with art, history, dining, nightlife and shopping. Scottsdale residents enjoy approximately 330 days of annual sunshine and the city is quickly gaining the attention of families and young professionals with the growing number of opportunities, outdoor activities and the city’s safety. Additionally, golfers are in luck as the city is coined “The World’s Finest Golf Destination” with high-caliber courses including TPC Scottsdale, Troon North and Grayhawk.

Orlando, Florida
Located in the heart of Florida, Orlando is home to several lakes, restaurants and famous theme parks including Walt Disney World, Universal Studios and LEGOland. With a diverse population of over 300,000 people, Orlando is the state’s fourth
largest city and the 23rdlargest metropolitan area in the United States. The bustling city provides a mix of urban and suburban living. It is an excellent hub for young professionals and families seeking quality education, a thriving economy and yearround
entertainment. Mild winters and sunny summers mean more time for outdoor activities and the water sports you love.

Job Summary

The Executive Director has leadership and P/L responsibility for the Customer Support team. Responsibilities are focused on supporting Cirrus aircraft owners, operators and maintenance partners around the globe.

• This position will be based in Duluth MN. For the right candidate, potential to be located at our Knoxville TN location.

Duties and Responsibilities/Essential Functions

• Integrate technical support, parts sales, aircraft ownership and maintenance programs, aircraft upgrades, and data systems to deliver services through a network of factory owned and authorized service providers to optimize customer ownership experience while enhancing company profitability.
• Lead, coach, mentor, recruit, retain and develop team of aviation professionals delivering world class customer support to a global customer base.
• Lead Continuous Innovation efforts to constantly refine the customer experience through innovation and adopting new standards into the “Cirrus Services PlayBook.”
• Ensure Exceptional Customer Service:
  • Energize the Cirrus Service Essentials and Guiding Principles.
  • Empowers employees to provide excellent customer service.
  • Strives to improve service performance.
  • Emphasizes customer satisfaction during all team meetings and focuses on continuous innovation.
• Demonstrate entrepreneurship, change leadership, negotiation and influence, business acumen, operational decision making, customer orientation, driving for results, managing and measuring work, interpersonal skills and superior ability to positively relate and communicate to customers.
• Perform leadership functions such as conducting annual reviews, making hiring decisions, managing performance of director reports, mentoring and skill development.
• Serve as an escalation point for Customer Support and critical customer issues; serve as a liaison to other internal departments and stakeholders to resolve escalations.
• Identify and implement industry and external best practices, strategies and processes to support a best-in-class service experience.
• Proactively collaborate across departments regarding customer concerns and customer experience.
• Participate in strategic planning discussions. Arrange and organize key financial data and results for centers in one merged presentation for review by leaders. Assist in the preparation and management of capital budget, P/L planning, operating budget, organization planning, and expense management for assigned areas.
• Assess and monitor suite of desktop tools for effectiveness and reliability. Work closely with development teams on needed enhancements and problem fixes.
• Perform other related duties, as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Bachelor’s degree in a managerial discipline. Leadership, business and financial acumen.
• Demonstrated leadership ability in customer service teams and enhancing the customer experience.
• Proven ability to meet constraints of time, cost and technical performance, while focusing on customers’ needs through strong leadership, decision making, management and communication skills.
• Professional verbal and written communication skills for interaction with executive decision makers; excellent interpersonal skills.
• Demonstrated ability to resolve customer and company employees’ concerns in a courteous, professional and effective manner.
• While the organization is established, there is still a strong entrepreneurial/start-up mentality and operation style. You need to balance consistency and process with adaptability and flexibility to the needs of the business and customer.
• Proven ability to work successfully and efficiently amidst interruptions or distractions.
• Effective at collaborating with different teams to deliver solutions.
• Thrive in a fast paced, rapid growth environment, and ability to act with a sense of urgency.
• Extensive experience interviewing candidates with a keen eye for talent and culture fit.
• Exceptional negotiating skills, problem-solving skills, research and resolution skills, data analysis and multi-tasking skills.
• Ability to work extended hours including nights and weekends plus travel up to 40%.

Preferred Education and/or Experience

• MBA preferred.
• FAA Pilot License and/or general aviation flying experience.
• FAA Airframe and Powerplant (A&P) certification.
• Experience leading multiple locations or remote work force.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Global Perspective: Takes a broad view when approaching issues, using a global lens.
• Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Drives Vision and Purpose: Paints a compelling picture of the vision and strategy that motivates others to action.
• Business Insight: Applies knowledge of business and the marketplace to advance the organizations goals.
• Financial Acumen: Interprets and applies understanding of key financial indicators to make better business decisions.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Drives Results: Consistently achieves results, even under tough circumstances.
• Interpersonal Savvy: Relates openly and comfortably with diverse groups of people.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different

situations.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice. Work beyond 40 hours per week may be required.

Skills