Are you a brilliant, dynamic and experienced individual looking for an opportunity to make your mark on a kiwi software success story? Join our great Auckland-based team in taking our airline performance software to the airline industry around the world.

Merlot Aero is on the lookout for someone special: when you are solving complex airline challenges our customers are not just buying the software – but buying the trust in our people to always deliver. In this role you will oversee delivery of all paid people services including managing successful onboarding of new clients, delivery of our monthly crew roster optimization consulting, business process transformation, training and other consulting services. The perfect candidate will be a customer-oriented professional who is savvy in all aspects of complex B2B/enterprise service delivery

You will be highly organized, have an eye for process excellence, and understand how to get the most from experienced consulting professionals. You will be excited about working with globally distributed teams from our amazing Auckland office – and will even get the opportunity to travel as part of this role. Getting to work cross functionally with our subject matter experts you’ll be a part of delivering our kiwi innovation and expertise to the world.

This will be a varied and challenging role, where no two days will be the same. Some of the key responsibilities will include:

  • Ensure on-time, on-budget delivery of customer onboarding projects, building repeatable processes, managing a cadence of regular communications, and acting to manage and escalate business risks in a way that ensures customer success whilst achieving our business targets
  • Ensure repeatable delivery of our crew optimization consulting services – where we help our customers get the most from our world-leading mathematical optimization software – carefully monitoring results, communicating ongoing ROI for our customers, and maximising our internal IP/knowledge creation
  • Grow our business process consulting and training services which add value to our customer lifecycle creates new revenue lines
  • Develop, monitor and continuously improve delivery methodologies, programs and strategies.
  • Foster a culture of trusted advisory, innovation and excellence.
  • Understand and thrive in solution selling for cutting-edge/future technologies - driving a lean style of constant experimentation and learning.
  • Understand holistic customer service and take ownership in continually improving our customer Net Promoter/satisfaction scores as well as reporting on the progress against addressing customer feedback.
  • Work closely with the product experts to keep improving our processes and to capture relevant learnings to train our AI technologies.

If we were to describe the ideal person for the role, here are some of the attributes they'd have:

  • At least 5 years’ experience in complex B2B/enterprise processional services/consulting delivery
  • At least 3 years’ experience in enterprise Service (SAAS) solutions
  • A love of talking to customers and inspiring engagement in a cutting-edge vision
  • Thriving when collaborating across multi-disciplinary teams and time zones
  • Time management, multi-tasking and organizational skill that are second to none
  • Great communication skills (with very high proficiency in English)


  • Airline industry experience
  • Experience in complex analytics software/AI/algorithms for planning, scheduling, constraints theory
  • Experience dealing with remote staff
  • Second language skills
  • PMP certification

About Us

Founded in 2008, has cemented its place as a leader in disruptive innovation for the aviation industry. Our value proposition is based on business optimisation through crew management for airlines internationally. The airline industry faces pressures like few others – highly regulated, deeply competitive, and with incredibly tight margins. Worldwide over 800,000 pilots and crew must be perfectly aligned with flight schedules in ways that balance on-time performance, cost, compliance and crew satisfaction. A New Zealand success story, ensures 1.5 million perfect flights a year (and growing).

We have a team of 115 strong and exciting plans for investment in growth and innovation. There are 30 of us based in Ponsonby currently, with the remainder of the team in Manila and around the globe. We are an open-minded, fast thinking group, who communicate regularly and take pride in what we do. Our offices in Auckland are brand new, in a central Ponsonby location, with great public transport links or carparks for those who need.

You will be managed by a supportive and energetic Head of Customer Experience who has recently joined the business. You will be given loads of autonomy to make the role your own.

If the above sounds like you, then click apply now and we'll be in touch.