Operations Director

3 days ago

Savannah, Georgia, United States CAMP Systems Full time
Job Summary

The Operations Manager at CAMP Systems is a key member of the senior leadership team, responsible for leading a diverse team of Aviation Maintenance Analysts in all aspects of services delivery. This role requires a strong leader who can champion the customer experience, drive key business initiatives, and promote business vision and cohesion.

Key Responsibilities
  • Provide leadership, direction, and execution of the strategic vision of CAMP AHM operations and drive key infrastructure and organizational initiatives.
  • Translate executive operational strategy and vision into an operational roadmap; maintain overall responsibility for the management of daily operational rhythm.
  • Develop and implement strategies to meet team and organizational goals; focus on efficiency, customer retention, and operational excellence; constantly identify opportunities to automate and innovate.
  • Leverage data and insights to identify opportunities and analyze issues to improve the speed, quality, efficiency, and effectiveness of existing processes with an emphasis on customer experience.
  • Motivating and coaching employees towards operational excellence, setting overall performance goals and expectations, providing training and development opportunities.
  • Demonstrate effective employee communication, create, and conduct effective performance management plans.
  • Maintain a deep understanding of operational and service processes, relevant technology, and customer-centric mind-set in all aspects.
  • Challenge and support team members and internal/external service partners to meet defined service level agreements and quality standards as well as identify improvement opportunities.
  • Relationship management with internal and external partners, ensuring an escalation level and, if necessary, arbitration in the event of significant performance deviations.
  • Monitor overall customer support and satisfaction; propose and implement action plans with relevant stakeholders to improve and/or sustain service standards.
  • Undertake periodical account reviews, maintain, and report on established customer metrics and service levels and audit monthly customer service level reports with an emphasis on Tier 1 portfolios.
  • Demonstrate an analytical data-driven approach to making decisions, evaluating issues, and developing solutions.
  • Support product owners and relevant departments in improving customer experience with innovative ideas, studies, and feedback from customers.
  • Collaborate closely with other operations managers across CAMP to standardize camp processes to provide improved and sustainable customer service to CAMP customers.
Requirements
  • Bachelor's degree and/or 5+ years of relevant experience; preferably in the aviation industry.
  • Previous experience in successfully managing a large team in a fast-paced and dynamic environment.
  • Prior experience in strategic/project/Lean management and business development.
  • Expert knowledge of process optimization methods.
  • Proven success in managed services; aviation and aircraft management industry experience is preferred.
  • Customer-focused mentality - relentlessly driving the customer-centric operation.
  • Problem-solving - strong analytical and numerical skills, ability to translate Operations Manager complex problems/data into simple insights and communicate them effectively.
  • Strong attention to detail, organizational, and multi-tasking skills are a must.
  • An exceptional listener who hears the details of customer feedback; proven ability to listen, extrapolate information, and analyze to effectively provide solutions to the customer.
  • Ability to effectively learn technical products, services, and solutions and readily apply new knowledge; ability to quickly grasp technology platform and help others embrace behavioral change.
  • Experience working with all levels of an organization.
  • Set and continually manage project expectations with team members and other stakeholders.
  • Strong written and verbal communication skills.
  • Ability to travel, as required.
  • Ability to work flexible hours as needed.

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