Customer Resolution Services Project Manager

Airbus • Herndon, VA

1d • Hybrid

About The Position

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.

Requirements

• 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.
• Ability to travel up to 20% Domestic and International
• Able to work in US without current or future need for visa sponsorship

Nice To Haves

• Project Management Experience (Airbus LBIP+, Agile), preferred
• Proven ability to lead successfully complex trans-functional projects., preferred

Responsibilities

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

Benefits

• 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”)
• Paid time off including personal time, holidays and a generous paid parental leave program.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level