Dylan Luther

Customer success and aviation software delivery leader with 20+ years of Aerospace & Defense experience, including direct IFS/EmpowerMX delivery for global airline and MRO customers and a 24-year U.S. Air Force career. Leads customer-facing programs, governance, adoption, delivery-risk mitigation, and escalations across internal, customer, and partner teams.

Builds trusted senior relationships, converts operational needs into measurable outcomes, and drives modernization, value realization, and productive long-term use of subscription software.

IMPLEMENTATION SPECIALIST / PROJECT MANAGER at EmpowerMX / IFS (2025-01 – 2026-06)

Led concurrent enterprise aviation MRO implementations and customer-success activities for global airline and maintenance organizations, serving as primary relationship and escalation lead through planning, training, acceptance, adoption, and post-go-live use.

• Orchestrated virtual teams across customer leadership, Product/R&D, Engineering, QA, Support, management, and external stakeholders; aligned milestones, dependencies, priorities, and recovery actions through influence and trust.
• Facilitated governance and performance reviews with customer stakeholders and senior leaders, connecting delivery progress, readiness, risks, decisions, and commitments to operational impact and desired outcomes.
• Applied structured delivery methods through success plans, schedules, RAID logs, action tracking, training, change coordination, and acceptance planning to keep complex programs aligned and on track.
• Applied deep A&D and aviation MRO knowledge across IFS/EmpowerMX eTaskCard, maintenance, materials, engineering, and line/production workflows to translate customer needs into requirements and practical guidance.
• Drove adoption through onboarding, role-based training, job aids, SOPs, and feature guidance that helped users modernize workflows and sustain productive use.
• Highlighted and actioned delivery risks across IFS-led and customer- or Partner-dependent workstreams; managed issues and enhancements by business impact, ownership, recovery action, and closure criteria.
• Used a BVA-aligned approach to connect desired outcomes with value metrics, including milestones, readiness, adoption, training, issue aging, acceptance, and closure; used trends and feedback to focus value-realization discussions.

PRODUCTION SUPERVISOR at Mack Technologies (2024-06 – 2024-12)

Supervised 45 employees across eight functional areas producing 145 electronic board assemblies; aligned operations, engineering, quality, materials, and planning priorities to meet schedule, quality, and output requirements.

• Reviewed KPI, defect, workflow, and production data; communicated delivery risks and coordinated corrective actions with engineering, quality, planning, and manufacturing leadership.

AEROSPACE GROUND EQUIPMENT FLIGHT CHIEF - SENIOR MASTER SERGEANT (E-8) at U.S. Air Force (2021-04 – 2024-01)

Led 147 personnel across six work centers responsible for inspection, maintenance, repair, and readiness of 747 support assets spanning 47 models for 33 B-1B and 31 C-130J aircraft valued at more than $12B.

• Owned operating KPIs across quality, delivery, capacity, backlog, parts availability, equipment readiness, workforce qualification, and compliance; briefed senior leaders on trends, risks, priorities, and recommended actions.
• Served as a senior coordination point across maintenance, engineering, contracting, supply, finance, and external partners, aligning resources and recovery actions affecting mission readiness.
• Built an Excel-based performance dashboard and preventive-maintenance tracker used for daily reviews, resource allocation, trend analysis, risk visibility, and leadership reporting.
• Directed self-inspections, configuration control, technical compliance, training, and root-cause/corrective-action programs; tracked commitments to closure and verified sustained results.

PERSONNEL MANAGER / FIRST SERGEANT - MASTER SERGEANT (E-7) at U.S. Air Force (2017-12 – 2021-03)

Advised commanders and senior leaders on organizational performance, workforce risk, policy compliance, and complex escalations affecting more than 400 U.S. military, civilian, and multinational personnel.

• Led executive-level reviews of complaints, performance concerns, and operational risks; coordinated cross-agency action plans and monitored commitments through resolution.
• Developed enterprise training, mentorship, and communication programs supporting more than 8,000 personnel during COVID-19 operations; recognized as 31st Fighter Wing First Sergeant of the Year.

PRODUCTION SUPERINTENDENT / MAINTENANCE & LOGISTICS LEADER at U.S. Air Force (2000-10 – 2017-12)

Led aviation maintenance, production, logistics, training, and external-support teams in mission-critical environments; managed accountability, inspection readiness, technical compliance, and uninterrupted operational support.

• Reviewed maintenance, inventory, delivery, and readiness data to identify constraints, coordinate corrective actions, and brief leaders on performance, capacity, and risk.

B.A. in Organizational Management – University of Arizona Global Campus (2018)

A.A.S. in Aerospace Ground Equipment Technology – Community College of the Air Force (2010)

Professional Manager Certification – Community College of the Air Force (2017)