Customer Service Manager A17-008

Location:McLean, VA
Exempt/Non-Exempt:Exempt
Benefits:Excellent Benefits on Day One!
Employment Type:Full Time
Department:200 - Operations
Company:Aireon
Description:

In partnership with leading Air Navigation Service Providers (ANSPs) from around the world, like NAV CANADA, Italy’s ENAV, the Irish Aviation Authority (IAA) and Denmark’s Naviair, as well as Iridium Communications, Aireon is set to revolutionize the global aviation industry. In 2018, Aireon will deploy a global satellite-based system capable of tracking and monitoring aircraft around the globe, in real-time. Unlike traditional air traffic monitoring and tracking systems, which are costly to deploy over large geographic regions and limited to densely populated areas, Aireon will extend the coverage to oceans, mountains, remote areas and polar regions to provide real-time, 100% visibility of aircraft anywhere in the world. This technology will create more direct flight paths, increase operational and fuel efficiency for airlines and improve safety for the flying public.

The Customer Service Manager (CSM) will be responsible for the 24/7/365 customer service (Tier 1) operations of a global data distribution system that provides air surveillance and safety-of-life-critical air traffic control (ATC) data to Air Navigation Service Providers (ANSPs) and other commercial and general aviation customers located across the globe. Reporting to the Director of Operations the CSM will oversee the Customer Service function of Aireon’s Service Management System (ASMS); providing line management, leadership, and operational direction and close liaison with other Aireon and partner/sub-contractor managers.

The Customer Service Manager (CSM) has a critical role in ensuring the Aireon’s customers are consistently and reliably receiving purchased services as required by signed Data Services Agreements (DSAs) and Service Sustainment Agreements (SSAs). The CSM is responsible for overall customer happiness and satisfaction and for ensuring all customer support services are delivered in a manner that meets customer service performance requirements as specified in the SSA and encourages loyalty and a positive outlook on Aireon’s services and products.  The CSM is also responsible for depot logistics for customer’s Service Delivery Point (SDP) spare components when necessary.

The CSM develops, coordinates, and evaluates policies, procedures and standards to monitor and manage customer service activities to ensure maximum customer satisfaction and happiness with Aireon’s services. This individual collaborates with all organizations, internal and external, necessary to ensure that Aireon’s customer service/tech support desk (Tier 1) and customer support team provide support that meets or exceeds the requirements for customer support and service as defined in Aireon’s Service Management System (ASMS).

Communication and adeptness at working with a variety of personalities and skillsets across multiple organizations and locations in a fast-paced, start-up environment will be a key part of this role. An understanding of commercial aviation surveillance technologies and how our service integrates with these systems to support the ANSP’s mission would be beneficial to effective customer relationship management.  Ability to manage customer service team made up of contractor/vendor supplied personnel located in external Aireon Network Operations Center (ANOC) is also key to success.  Willingness to be on call 24/7 on a scheduled basis (week-on/week-off) to address critical customer service events is required.

Duties:
  • Work closely with Aireon Sales, Implementation, and Operations personnel as well as external sub-system vendors to develop, implement, and manage customer service policy, plan, process, procedures, and tools
  • Monitor Aireon customer service systems and execution of customer service policy, processes, and procedures daily with scheduled 24/7 on-call availability on a week-on/week-off basis
  • Mitigate customer issues and problems in a manner that meets or exceeds SSA requirements and communicate/escalate to management in a timely manner when necessary
  • Work with Aireon’s Safety Manager and Safety Action Group (SAG) to communicate and coordinate all captured issues/incidents to ensure appropriate safety-related assessment and response
  • Work with Aireon Sales & Operations management and offer recommendations on customer service improvements
  • Coordinate and work with Aireon Sales, Implementation, and Operations throughout the “Customer Journey” to maximize customer familiarity and support upon transition to operations
  • Manage and coordinate efforts in support of external audits and assessment activities; provide audit response and ongoing guidance on solutions to achieve and maintain customer service performance requirements
  • Lead suitable customer service awareness, training and educational activities
  • Participate in activities relating to contingency planning, business continuity management and IT disaster recovery in coordination with relevant Aireon functional and third party managers
  • Function as the enterprise customer service subject matter expert; consulting with sales, operations, and business leaders on all customer service related issues and concerns
  • Manage, with project management support, customer service governance and system implementation projects
Qualifications:
  • Take ownership of customer’s issues and follow problems through to resolution
  • Lead response to customer service incidents, crises, and investigations with sensitivity, tenacity, and a focus on safety, customer satisfaction, and happiness
  • Strong understanding of current customer service theory, best practices, and standards to include ISO 20000 and ITIL.
  • Ability to quickly learn and apply Aireon’s safety culture
  • Knowledge of industry-accepted customer service/tech support practices and methodologies, systems, and architecture
  • Keep and analyze accurate records, document customer service actions and discussions, and compile and distribute accurate reports
  • Control resources and utilize assets to achieve qualitative and quantitative targets

  • Ability to work as part of a team comprised of internal and external resources located in multiple geo-graphic locations and time-zones
  • Ability and motivation to work in a fast-paced, start-up entrepreneurial environment
  • Ability to take on additional roles related to technical system development and operations to fill resource gaps as needed
  • Proactive communicator with strong written and verbal skills, strong customer-facing communications skills, and ability to tactfully work with all levels of personnel both internal and external
  • US Citizen or U.S. permanent resident

EXPERIENCE/EDUCATION REQUIREMENTS:

  • BA in Business or related field preferred
  • General understanding of commercial aviation surveillance technologies and how they support the ANSP's mission highly desired
  • Customer Service Team Supervisory Experience
  • Proficiency in CRM systems (Salesforce)
  • Proficiency in customer service ticket management, asset management, telecommunications PBX, and other customer service related systems and applications
  • Proficiency in MS Office applications
  • 7-10 years of IT, data services, and business/industry work experience
  • 5-7 years managing customer service/tech support desk for data/IT/technical services company – preferably operating in a distributed environment with global customer base
  • Fluent in English language w\\foreign language capability highly valued
  • Ability to obtain Position of Trust clearance

Aireon is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or status as a protected veteran. EOE of Minorities/Females/Vets/Disability and other protected categories.



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