Director of Sales Operations at Wolters Kluwer, driving strategic sales initiatives for B2B SaaS portfolio in multiple regions. Leading operational efficiency for commercial analytics and sales compensation programs.
About the role
- OEM Operations Manager overseeing day-to-day operations and managing technical support at the OEM site for Safran Passenger Innovations. Leading OEM support teams to ensure customer satisfaction and operational efficiency.
Responsibilities
- The OEM Operations Manager is responsible for managing the day to day operations within the area of responsibility at the appropriate OEM site. This includes OEM Support personal and OEM Support contractors. This individual manages the day to day operations in a cost-effective manner according to company policies and procedures and within budgetary guidelines. This individual provides administrative support as well as perform OEM technical support activity in order to ensure effective and efficient department operations. The OEM Operations Manager is the “face” of SPI at the OEM site.
- **Core Responsibilities:**
- Coordinate with Suppliers, Program Management, Sustaining Engineering, and Quality to provide OEM support
- Direct interface with customer personal to include, seat suppliers, monument vendors, airlines and OEM staff
- Manage the OEM support team and elevate OEM and customer issues to the appropriate department when immediate resolution is not available
- Ensure the OEM support team is customer-focused with on-time delivery of support and accurate, detailed documentation for internal troubleshooting
- Participate in OEM and customer support calls and face-to-face meetings
- Coordinate with Technical Publications to ensure documentation aligns with OEM applications
- Provide direction, work scope prioritization, and guidance to OEM support team, including handling difficult or complex problems
- Train and instruct OEM support team in job duties, identifying and administering necessary training for departmental and individual needs
- Develop work schedules according to budgets and workload, managing daily progress and participating in subordinate work to facilitate productivity
- Interpret and communicate work procedures and company policies to staff
- Measure job performance, coach staff for improvements, and conduct periodic performance reviews
- Evaluate OEM team job performance and recommend actions
- Consult with Executives and Managers to update and monitor department or project progress, and possibly mitigate budgetary variances
- Monitor and address budgetary variances as needed
Requirements
- Bachelor’s degree in Engineering, Operations Management, or equivalent experience in a related field
- 5+ years in an OEM Operations or Technical Support role
- Proven ability to lead or manage teams, providing clear direction and handling complex operational challenges
- Strong understanding of OEM and aircraft processes, technical documentation, and troubleshooting methods
- Demonstrated experience in managing customer support interactions, ensuring timely and effective resolutions
- Strong avionics/electrical skills
- Ability to coordinate with cross-functional teams
- Attention to detail in creating and maintaining accurate technical documentation
- IFE/avionics/airline experience
Benefits
- In addition to a comprehensive package of health benefits that include company contributions, Safran Passenger Innovations offers a variety of additional benefits and perks to enhance your work-life balance experience including but not limited to:
- A home allowance to elevate your home workspace
- Discretionary bonus program
- Future financial security with a 401(k) program with company match
- Paid time off covering vacations, personal time off and sick days, capped off by an exciting year-end holiday shutdown
- Embraced flexibility with our alternative work schedule (9/80) to navigate your workweeks with every other Friday off
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