Senior Customer Operations / Program Manager

Job Description SummaryThe Customer Operations Manager (COM) / Customer Program Manager (CPM) role has responsibility to lead the local COM team at the Lafayette, IN shop as well as manage specific LEAP services contracts for assigned customers.
The COM lead will oversee activities such as processing transactions, managing processes, material management, services contract execution, operations, and support of shop functions in engine repair & redelivery. Impacts quality, efficiency and effectiveness of the local team. Has significant input into priorities. Guided by professional practices and policies that are shaped by the role. The role has moderate autonomy, requiring high levels of operational judgment.
The CPM responsibilities focus on contract execution and profitability while maximizing customer experience.Job Description

Roles and Responsibilities

• Responsible for the daily coordination of fulfillment issues related to Customer Service Agreements, Time and Material, Component Repair and Accessory shops. Work closely with the shop to resolve issues, represent customers in production meetings, and communicate status to the customer. Review business options for impacts on profit, for compliance with contracts, policies, and procedures, and for innovative ways to achieve customer satisfaction. Complete customer and internal paperwork. Coordinate shop and/or program reviews and customer visits at the site as necessary.
• Developing specialized knowledge in their discipline. Serves as best practice/quality resource. Has awareness of latest technical developments in own area. Contributes towards strategy and policy development, and ensure delivery within area of responsibility.
• Has in-depth knowledge of best practices and how own area integrates with others; has working knowledge of competition and the factors that differentiate them in the market
• Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management, manufacturing, technology or engineering. Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions.
• Acts as a resource for colleagues with less experience. May lead small projects with moderate risks and resource requirements. Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field.

Required Qualifications

• Bachelors degree from an accredited university or college (or a high school diploma / GED
• At least 5 years of experience in manufacturing / engineering / operational environment, preferably in Aerospace industry

Desired Characteristics

• Strong oral and written communication skills.
• Strong interpersonal and leadership skills. Demonstrated ability to analyze and resolve problems.
• Demonstrated ability to lead programs / projects.
• Ability to document, plan, market, and execute programs.
• Established project management skills.
• Humble: respectful, receptive, agile, eager to learn
• Transparent: shares critical information, speaks with candor, contributes constructively
• Focused: quick learner, strategically prioritizes work, committed
• Leadership ability: strong communicator, decision-maker, collaborative
• Problem solver: analytical-minded, challenges existing processes, critical thinker
• Relevant experience in the services and customer operations.
• Experience in Aviation or with Gas Turbine will be an added advantage
• Able to read/understand services contracts in order to execute them per the requirements.