Customer Operations Manager

Your role in helping us shape the future:
The Customer Operations Manager is responsible for ensuring the customer satisfaction on all operations issues related to Inflight Entertainment and Connectivity (IFEC).

You will be the primary liaison between key airline customers and all the internal operational groups and will be the escalation path for any critical issues.

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 key metrics.

A key measure of success will be ensuring Intelsat finds operational issues before the customer does.

Are you up to the challenge?

• You will be an internal advocate for your airline customer’s operations.

  Develop a trusted advisor relationship with the key operations people at the airline to ensure open communications both ways.

• 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.

• Participate and drive the development of a comprehensive automated alerting mechanism via a range of criteria including sessions, devices, purchase type, and other key data.

  Ensure systems are in place to use this data to find issues before the airline.

• 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.

• 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
• Your business acumen will aid you in communicating seamlessly and effectively with a range of audiences, including internal and external customers and senior management.
• 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.

  Participate in Incident Review Board.

You should definitely have:

• Bachelor’s Degree
• 6-8 years of relevant experience
• Experience and demonstrated success in a customer facing role
• 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

It would be nice if you had:

• Prior experience in aviation or aviation related industry
• Telecom or satellite industry experience