Senior Manager, Customer Operations & Field Support

Your impact
The Sr. Manager, Customer Operations and Field Support is responsible for ensuring the customer satisfaction on all operational issues related to Inflight Entertainment and Connectivity (IFEC) for your customers. You will lead the Electronically Steered Antenna (ESA) line maintenance program for the North American regional jet fleet and manage the line maintenance team. You will also support to Intelsat's airline customers for installation and maintenance issues and problem-solving processes. You will be the primary liaison between airline customers and all the internal operational groups and will be the escalation path for any critical issues for both North America IFEC (ATG/4, Ku, 2Ku) and North American ESA. You will partner with relevant Account managers and Project managers for seamless communications as well as work directly with leaders within Intelsat and at the airlines.
You are an advocate for the airline customer with these internal groups and will drive critical metrics. A key measure of success will be ensuring Intelsat finds operational issues before the customer does.
What you will do

• Develop and lead the North America field team focused on building and maintaining strong relationships as a trusted advisor with key leaders at our airline partners ensuring open communication both ways.
• Develop strategy and execution plans for our ESA maintenance program, which will be a critical company effort in 2024-25. All of these installations will occur on the North America regional jet fleet replacing ATG4 technology.
• Lead and manage the US-based maintenance team, which will be a critical resource for the ESA maintenance effort
• Lead and coordinate the overall strategy and execution or our Field Support Representatives (FSR's) team and their ongoing engagement and performance with our Airline Partners ensuring all issues are identified and resolved in a timely manner.
• Ownership of key operational metrics for the airline customer, including Availability, Mean Time to Resolve, First Time Fix, Customer Experience and Portal metrics. Prepare and present operations section for airline Quarterly Business Review.
• Act as point of contact for daily operational issues. Attend any daily, weekly or monthly calls between ops groups and airline customers to be aware of any issues. Create weekly/monthly scorecards of airline metrics and issues.
• Your business acumen will aid you in communicating seamlessly and effectively with a range of audiences, including internal and external customers and senior management. A critical success factor is developing strong internal relationships to collaborate to solve customer issues quickly and efficiently.
• Support and be accountable for all deliverables and technical aspects of IFEC systems installed on the customer fleet, including but not limited to installation, preventative maintenance, fault isolation, troubleshooting, software loading, hardware replacement and fault rectification.
• You will lead any special projects from an operational standpoint for your airlines and develop a strategy for execution; this may include co-owning certain larger campaigns such as fleet HW upgrade campaigns.
• Proactively solve complex problems that involve cross functional coordination.
• You will leverage your organizational position to advocate for your airline in the prioritization of software development work.

Your required experience/skills

• Bachelor's degree
• 7 years of relevant experience in inflight connectivity and airline operations
• Experience and demonstrated success in a customer facing role, including ability to interface with both executive and technical teams at customers.
• A unique combination of competencies within inflight connectivity, satellite communications and airline operations.
• Strong written and verbal communication skills are essential, as well as the ability to present in front of groups including senior executives, colleagues, CEOs, and large audiences.
• This role is subject to ITAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).
• Demonstrated and In-depth knowledge of the relevant technologies and aircraft systems, including both installation and operation of IFEC systems.

Your success in this role will look like:

• Build strong, trust-based long-term relationships with customers and stakeholders, understand and anticipate customer needs and continuously align the organization in pursuit of customer satisfaction.
• Understand mission and objectives, and role and functional interdependencies, debate passionately, conclude decisively, and act as one team.
• Team development, defining expectations, motivating, coaching and facilitating results for the direct and indirect reports.

It would be nice if you had:

• Experience with IFEC product
• Experience in Account management

How we support you:

• Hybrid work environment offering up to two days per week work from home (for eligible positions)
• Development opportunities supporting professional growth championed by our dedicated Learning & Development team. 20-25% of our positions are hired internally!
• Ways to get involved: satellite launch parties, company connect events, charitable activities, team social events, recognition programs, and employee resource groups.
• Wide range of benefits and perks to help you stay healthy, happy, and productive. These include paid leave programs, medical, tuition reimbursement, and retirement benefits, employee wellness offerings, and more!

These benefits are designed to support your overall well-being and help you succeed in your role.
Our D&I Commitment
We're committed to fostering a culture and environment of diversity, inclusion and respect - a place where everyone can show up fully as themselves and do their best work every day. We're a technology leader committed to advancing diverse, inclusive teams - where belonging is rooted in our culture. Intelsat has an established Diversity & Inclusion Council and Employee Resource Groups. Intelsat is an equal opportunity employer and does not discriminate based upon race, color, religion, sex, national origin, ethnicity, age, disability, pregnancy, veteran status, sexual orientation, gender identity or any other characteristic protected by applicable law .
While it is important to note that meeting the minimum qualifications is a fundamental requirement for consideration, if you are enthusiastic about this role and are unsure how well your experience aligns with these requirements, we encourage you to apply. Our recruitment team will assess your application and determine if your skills and qualifications meet the essential criteria for this role or whether there might be another role within our organization that is a better match.
About Us As the foundational architects of satellite technology, Intelsat applies our expertise to develop breakthrough solutions that advance and secure boundless applications for our customers and partners.
At Intelsat, we increase human potential by connecting people, communities, businesses, and governments. Our employees enjoy a casual and collaborative environment, where we celebrate professional excellence in pursuit of the corporate mission. We hire skilled professionals who work in various areas such as: satellite engineering, network operations, cloud architecture, accounting, sales, legal, and more. Browse our current job openings or create a professional profile to stay informed about opportunities that match your interests and expertise.
Intelsat is subject to regulation by certain U.S. Government national security agencies, which require that we collect and share certain Personally Identifiable Information ("PII") with the U.S. Government to obtain permission to employ non-U.S. persons in certain roles. If selected for a role at Intelsat, we may collect and share your PII for these purposes.
Intelsat is an Equal Opportunity/Affirmative Action Employer including Vets and Disabled