Lead Customer Operations Manager

Job Description Summary

The Customer Operations Manager is responsible for all commercial activities, customer support, administration and management of customer engine and module Shop Visits in line with the Terms & Conditions of the Contract and achieving the Financial targets as defined in the business case for respective product lines.
The role involves fleet stability/removal planning, agreeing workscope definition with the Customer and Engineering, management and execution of Shop Visits and associated On Time Delivery, Profitability/Cost, risk modelling and decision making activities in support of the contract.
Also involves definition, management, and execution of contract estimating processes and activities to support contract actualisation, tenders and project reviews.

Owns/influences Shop visit budgets and operating plans.
The role is guided by operating policy. Works with cross functional teams. The role has autonomy within the operational area or a segment within a larger business unit. The role may have a major impact on a small business unit or Family within a Function or P&L. High levels of evaluative judgment and operational acumen are required to achieve outcomes.

Job Description

Roles and Responsibilities

• Responsible for the customer satisfaction, On Time Delivery and Profitability/Cost for assigned Customer Contracts, working in partnership with respective Customer Program Managers and Product Line leadership. Provide both service agreement and time and material program management of engine and module shop visits including status reporting as specified within customer agreements. Assist in sales campaigns for new contracts and proposals. Assure timely resolution of customer issues and customer satisfaction for assigned contracts. Interact with members of the Customer Team (SD, CSM, CPM, SPM, FSE), Engineering, MRO and repair organisations and/or other teams to solve customer issues. Function as liaison between internal organisations and customers for assigned contracts across the global network, for all respective product lines.
• Leads others to find creative solutions within complex Airline customer management and MRO shop processes with technical variety and/or interdependent production cycles. Employs sophisticated operational/product management, material and vendor management, knowledge of manufacturing/repair and engineering techniques. Interaction with adjacent functions needed to solve issues. Has the ability to evaluate quality of information received and questions conflicting data for analysis. Uses multiple internal and external resources outside of own function to help arrive at a decision.

• May lead functional teams or projects with moderate resource requirements, risk, and/or complexity. Presents business or technical discipline solutions to leaders. Communicates complex messages and negotiates externally and internally with others to adopt a different point of view. Influences peers to take action and may negotiate with external partners, vendors, or customers. Drives a LEAN approach to secure lasting customer and business outcomes.

Required Qualifications

• Role models Acting with Humility, Leading with Transparency and Delivering with Focus
• Expertise in applying Customer Relationship Management and Program Management processes and an ability to apply LEAN as a way of life in a transactional environment
• Demonstrable experience of developing strong customer and key stakeholder relationships, with an ability to build trust and inspire confidence, whilst managing sometimes conflicting multiple internal/external demands and difficult messaging
• Demonstrable ability to thrive in a high-pressure environment to support Airline Customer and Shop Operational tempo
• Strong oral and written communication skills with an ability to positively engage at all levels of the Customer organisation
• Bachelor's degree from an accredited university or college or equivalent knowledge and experience

Desired Characteristics

• Passionate about Our Customers, Our Business and Team
• Strong business and financial acumen - ability to manage a Shop Visit as a P&L account and optimise cost in a long-term revenue accounting and T&M context
• On a well-advanced journey to develop LEAN Mastery
• Culturally sensitive with the ability to influence and lead in a global environment

Additional Information

Relocation Assistance Provided: No