Job Description Summary
The Customer Operations Manager is responsible for all commercial activities, customer support, administration and management of customer engine and module Shop Visits in line with the Terms & Conditions of the Contract and achieving the Financial targets as defined in the business case across CFM56, GE90, GE9X, GP7200 and any other applicable product lines. The role is central to creating and delivering an Exceptional Customer Experience on behalf of GE Aerospace.
The role involves working with the Regional Customer Teams to manage fleet stability/removal planning, agreeing workscope definition with the Customer and Engineering, management and execution of Shop Visits and associated On Time Delivery, Profitability/Cost, risk modelling and decision making activities in support of the contract.
Also involves definition, management, and execution of contract estimating processes and activities to support contract actualisation, tenders and project reviews. Including tracking the cost of the shop visits, providing real time cost estimates, obtaining customer approval and ensuring accurate invoicing to the customer in line with the contract.
The Customer Operations Manager Owns/influences Shop visit budgets and operating plans. The role is guided by operating policy. Works with cross functional teams. The role has autonomy within the business unit. The role has a major impact within the P&L. High levels of evaluative judgment and operational acumen are required to achieve outcomes.
Job Description
Roles and Responsibilities
* Responsible for the customer satisfaction, On Time Delivery and Profitability/Cost for assigned Customer Contracts, working in partnership with respective Customer Program Managers and Product Line leadership.
* Provide both service agreement and time and material program management of engine and module shop visits including status reporting as specified within customer agreements.
* Assist in sales campaigns for new contracts and proposals. Assure timely resolution of customer issues and customer satisfaction for assigned contracts.
* Interact with members of multiple globally located Customer Teams (Sales Directors, Customer Service Managers, Customer Program Managers, Field Service Engineers), the global Engineering teams, MRO and repair organisations and/or other teams to solve customer issues.
* Function as liaison between internal organisations and customers for assigned contracts across the global network, for CFM56, GE90, GE9X, GP7200 and other applicable product lines.
* Leads others to find creative solutions within complex Airline customer management and MRO shop processes with technical variety and/or interdependent production cycles.
* Employs sophisticated operational/product management, material and vendor management, knowledge of manufacturing/repair and engineering techniques.
* Interaction with adjacent functions needed to solve issues. Has the ability to evaluate quality of information received and questions conflicting data for analysis.
* Uses multiple internal and external resources outside of own function to help arrive at a decision.
* May lead functional teams or projects with moderate resource requirements, risk, and/or complexity.
* Presents business or technical discipline solutions to senior company and customer leadership.
* Communicates complex messages and negotiates externally and internally with others to adopt a different point of view.
* Influences peers to take action and may negotiate with external partners, vendors, or customers.
* Drives a LEAN approach to secure lasting customer and business outcomes, role modelling a Flight Deck (GE Aerospace's proprietary lean operating model) mindset in all they do.
Required Qualifications & Behaviours
* As a leader you will Role Model the GE Aerospace behaviours of Respect for People, Continuous Improvement and be Customer Driven.
* Expertise in applying Customer Relationship Management and Program Management processes and an ability to apply a Flight Deck mindset as a way of life in a transactional environment.
* Demonstrable experience of developing strong customer and key stakeholder relationships, with an ability to build trust and inspire confidence, whilst managing sometimes conflicting multiple internal/external demands and difficult messaging.
* Demonstrable ability to Execute and thrive in a high-pressure environment, to support Airline Customer and Shop operational tempo.
* Strong oral and written communication skills with an ability to positively engage at all levels of the Customer organisation.
* Bachelor's degree from an accredited university or college or equivalent knowledge and experience
Desired Characteristics
* Passionate about our Customers, our Business and our Team.
* Strong business and financial acumen - ability to manage a Shop Visit as a P&L account and optimise cost in a long-term revenue accounting and T&M context.
* On a well-advanced journey to develop LEAN Mastery and be a Flight Deck Evangelist.
* Culturally sensitive with the ability to influence and lead in a global environment.
* Multilingual
* Master's degree from an accredited university or college or equivalent knowledge and experience.
Equal Opportunities
GE Aerospace Wales is an Equal Opportunity Employer. Employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.
GE Aerospace Wales is a Disability Confident Committed employer, and welcomes applications from disabled candidates. We are dedicated to ensuring our recruitment processes are accessible to all. Should you require any adjustments to our recruitment processes or would like to ask us a question please contact HR.Wales@ge.com .
Security Clearance
Baseline Personnel Security Standard (BPSS) clearance is required and must be maintained for this role. Please note that in the event that BPSS clearance cannot be obtained, you may not be eligible for the role and/or any offer of employment may be withdrawn on grounds of national security. Please see the link below for further details regarding the requirements for BPSS clearance: BPSS
Right to Work
Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, under the applicable UK immigration rules as may be in place from time to time, it may be that candidates who do not currently have the right to work in the UK may not be appointed to a post if a suitably qualified, experienced and skilled candidate who does not require sponsorship is available to take up the post. For further information please visit the UK Visas and Immigration website.
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Additional Job D escription
Additional Information
Compensation Grade
LPB1
Relocation Assistance Provided: No