Overview

Director Customer Operations Jobs in Chicago, IL at Insight Global

Title: Director Customer Operations

Company: Insight Global

Location: Chicago, IL

Position:Director of Maintenance and Customer Operations

Location: Chicago IL (Hybrid 2 days in office)

Duration:Perm

Salary:175- 200k

25% bonus of base salary

Overview

This role is responsible for leading the aircraft IFEC (Inflight Entertainment & Connectivity) Maintenance organization, both the 24/7 Control Center and the global field team, as well as the Customer Operations function within the Commercial Airline Operations department. The maintenance team works daily with the airlines to ensure our systems are repaired as quickly as possible and, with Customer Operations, is the primary operational point of contact. The output of this organization directly impacts system performance and availability and is responsible for ensuring the customer satisfaction on all operational issues related to IFEC.

Must Haves

Degree in Engineering

Experience building and managing a team, including recruiting, performance management, administration operations

Experience in the Aviation industry managing operations, Maintenance, or customer relations.

An intense focus on building a culture of quality, stability and innovation

Outstanding verbal and written communication skills in English, quick tough data driven decision-making ability and exceptional creative thinking and problem-solving skills

Passion for impacting top line and bottom line, delivering results and managing and building relationships at all levels in the organization

Passion for learning and implementing state of the art technologies and processes in order to improve business efficiency

Pluses

10+ years of work-experience in a technical leadership role

Understanding and experience managing a cross functional teams

Day to Day

This role will be the senior operational representative of Intelsat to the airline customers. Develop a trusted advisor relationship with the key operations people at airlines to ensure open communications as well as create and deliver compelling presentations to airline counterparts.

Lead the global Maintenance Operations organization tasked with ensuring that teams performance meets KPIs.

As a senior member of the Operations team, contribute to the overall strategic direction, vision and business plan objectives and key results (“OKRs”)

Ensure the Customer Operations team is an internal advocate for the airline customer.

Drive the continuous improvement efforts of processes, tools and organizational design to meet the evolving maintenance and operational needs of our airline customers.

Lead cross-functional execution of recovery plans to achieve service level agreements in customer contracts

Ownership of key operational metrics for the airline customer, including Availability, Mean Time to Resolve, First Time Fix, Customer Experience and Portal metrics.

Provide guidance for negotiations with senior management and customers to help make operational and commercial decisions

Demonstrate your in-depth knowledge of the industry and business acumen to communicate with a range of audiences, from senior executives to cross-functional colleagues seamlessly and effectively

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