Director of Product Support & Customer Service

About Otto Aviation

Otto Aviation is building the next generation of business aircraft. Flight tests of our technology demonstrator validate dramatic reduction in fuel burn and allow a sizeable improvement in cabin comfort. Leveraging a combination of laminar flow aerodynamics and carbon-fiber materials, Otto Aviation is designing world-class aircraft that takes advantage of first principles physics and deliver ground-breaking performance.

Role Overview

We are seeking a visionary leader to serve as the Director of Product Support & Customer Service. This role is pivotal in shaping our organization's product support and customer service framework as we prepare for the Entry Into Service (EIS) of our super mid-size jet. The successful candidate will develop and implement a strategic roadmap over the next three years, ensuring excellence in product support, regulatory compliance, and customer experience.

Responsibilities

1. Strategic Leadership
• Develop a comprehensive roadmap for product support and customer service, aligned with the EIS timeline and long-term business goals.
• Build and lead a high-performing team to execute on key initiatives.
2. Product Support
• Oversee technical publications (AW/STC documentation) and ensure compliance with global regulatory standards.
• Manage warranty programs, parts logistics, and supplier relationships to meet reliability and availability targets.
• Collaborate with engineering and manufacturing teams to drive continuous product improvements.
3. Customer Service
• Design and implement customer support programs to ensure exceptional service delivery.
• Establish and maintain relationships with third-party MROs and suppliers to support customer needs.
• Develop feedback loops with customers to address issues proactively and inform product development.
4. Regulatory and Technical Oversight
• Ensure all aftermarket operations meet regulatory requirements.
• Oversee certification support (AW/STC) and documentation standards.
5. Operational Excellence
• Lead the implementation of tools and systems for product tracking, support analytics, and reporting.
• Define and measure KPIs to monitor and improve service performance.

• Other duties as assigned

Education and Experience

• Bachelor’s degree in engineering, aviation management, or a related field (Master’s preferred).
• 10+ years of experience in product support, customer service, or related roles, preferably within business aviation.
• Demonstrated experience in building and scaling operations for new aircraft programs.
• Strong understanding of regulatory frameworks (e.g., FAA, EASA) and certification processes.
• Proven track record in supplier and MRO management, warranty programs, and technical documentation.

Interpersonal Skills

• Self-Starter: Strategic thinker with the ability to execute operational plans and independently identify work that needs to be completed or issues that need to be addressed, elevate as appropriate, and seek solutions.
• Active Listening: gain insight and truly understand all project stakeholders.
• Critical Thinking: make prompt, informed and value-based decisions for the project using data-driven decision-making and analytical skills.
• Organization: Focus on agenda, schedules, frameworks, consistent methodologies, and documentation to deliver an exceptional work product
• Problem Solving: Assess issues from different vantage points and formulate the best solution in addressing specific challenges.
• Teamwork and Team Building: Deploy exceptional leadership skills to establish a collaborative culture where people with unique personalities and skills happily work together and accountable to shared goal.
• Strong Business Communication: Use the right language, tone and storytelling techniques when communicating, describing, or explaining issues over email, chat, reports, presentations and other forms and channels of communication; adapt communication based on audience. Strong customer orientation and interpersonal skills.

Physical Requirements 

• Must be able to move around for extended periods of time to engage cross-functionally. 
• Must be able to sit at desk for prolonged periods of time and work on computer. 
• Must be able to lift up to 20 pounds. 

Otto Aviation is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.