Customer Resolution Services Project Manager

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Job Description:

Satair is looking for a Customer Resolution Services Project Manager to join our team in Herndon, Va.

The incoming Satair Customer Resolution Services Project Manager will be instrumental in achieving several high-level strategic objectives for Satair Customer Resolution Services Americas:

• Global Standardization: Contribute substantially to the development and implementation of standardized, best-in-class operational processes across all global Customer Resolution Services entities, ensuring consistency and seamless collaboration.
• Efficiency and Process Optimization: Drive continuous improvement initiatives aimed at achieving greater operational efficiency, reducing cycle times, and optimizing resource utilization within Customer Resolution Services.
• Strategic Project Leadership: Successfully lead and manage a portfolio of high-priority strategic projects as identified and prioritized by the CRS leadership team, ensuring on-time, on-budget, and scope-compliant delivery to realize intended business benefits

Meet the Team:

CRS Americas stands as a foundational pillar within the global CRS organization, with a large footprint in the Americas totaling approximately 100 dedicated employees. Our core mission is to provide comprehensive and critical support to all customers across the expansive Americas region, encompassing all customers in North and Latin America, as well as Global support for our A220 customers and distribution products. Our 24/7/365 operation is mission-critical and key for our customers' performance.

Your Working Environment:

Located minutes away from the Washington Dulles International Airport, and approximately 30 miles from the U.S. Capitol, this site serves as our major parts distribution hub in the Americas. The facility is a 24/7 fulfillment center, with an Aircraft on Ground (AOG) support desk, and Quality Assurance (QA) operations. To best support our customers, our 20,000-square-foot warehouse features a brand new technology called Autostore, aiming at increasing productivity.

How We Care for You:

• Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan ("ESOP")

• Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.

• Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan ("EAP") and other supplemental benefit coverages.

• Individual Development: Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.

Your Challenges:

Strategic Project Management Leadership50%

• Lead projects (Such as CRS transformation, MMIP, ACE, etc.) in CRS. Key Stakeholder Management, Business Acumen, Customer Interaction which may involve multiple departments.

• Lead and deploy improvement projects with internal and external stakeholders as well as with Customers on demand

• Lead the CRS Americas Processes Improvement among both Satair Channels (Red and Blue).

Operational Excellence 30%

• Shape the further development of Performance Management as a member of the Global CRS Performance Management Network in close collaboration with the COF leadership team to become a process and data driven Organization

• Strategic Data Analytics: Analyze Data & KPIs (Skywise, SAP, Freshdesk, etc.) and identify opportunities for continuous improvement in CRS. Define and refine existing and new performance metrics, dashboards and KPIs to further support the operational performance of the 100 team members in CRS Americas and increasing Customer Satisfaction.

• Lead and deploy improvement projects with internal and external stakeholders as well as with Customers on demand.

Continuous Improvement15%

• Identify and drive innovation and digitalization opportunities in CRS, working closing with CRS leadership team and project managers in other regions

• Seek continuous improvement, participation and/or lead of working groups/projects focusing on increased efficiency, efficacy and effectiveness (e.g. reduce tickets, increase quality of response, customer focus groups, etc.)

Additional Responsibilities: 5%

• Support Head of Customer Resolution services in region daily business with recurring and non-recurring tasks.

Your Boarding Pass:

• Bachelors' degree in Business or applicable field (Business, Project Management, Supply Chain Management or similar field) or equivalent experience.

• 4+ years of customer service experience within a similar sized organization.

• Advanced level and understanding of financials and demonstrated knowledge with data and analysis.

• Demonstrated ability to develop business cases, drumbeat projects, deliverables and milestones.

• Customer Services, Logistics, Shipping within the Aerospace sector.

• Project Management Experience (Airbus LBIP+, Agile), preferred

• Proven ability to lead successfully complex trans-functional projects., preferred

• Ability to travel up to 20% Domestic and International

Physical Requirements:

• Onsite or remote: 60% onsite and 40 % remote.

• Vision: able to see and read computer screens and other electronic equipment with screens, able to read documents, reports and engineering drawings.

• Hearing: able to participate in conversations in person and via teleconference or phone and to hear sounds on the production floor including safety warnings or alarms.

• Speaking: able to speak in conversations and meetings, deliver information and participate in communications.

• Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts.

• Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs at least several times a month.

• Lifting: able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs at least several times a month.

• Pushing / Pulling: able to push and pull small office furniture and some equipment and tools at least several times a month.

• Sitting: able to sit for long periods of time in meetings, working on the computer.

• Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.

• Standing: able to stand for discussions in offices or on the production floor.

• Travel: able to travel independently and at short notice.

• Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces.

• Personal Protective Equipment required: Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site.

• Administrative position only PPE required: Steel-toed shoes are required for all shop floor visits, appropriate hearing/eye protection may also be required when visiting the shop floor.

Able to work in US without current or future need for visa sponsorship

Take your career to a new level and apply online now!

A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.

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