Manager, Smart Services Operations

• Lead a growing team of ten employees while coaching and fostering an open and cooperative atmosphere
• Adjust workload balance across the team as needed and reassign customer territories as required by market changes in order to keep adequate Customer support
• Assess resource allocation adequacy and take the lead on running recruiting processes if necessary
• Promote staff development by coaching the team through proper PDPs (personal development plans) building and execution
• Set Staff’s annual objectives and assess performance through the PMP process in order to support Program’s Overall objectives
• Review and/or build KPI’s in order to assess employees individual performance and propose corrective actions if necessary
• Build and/or review policies and guidelines pertaining to the team
• Manage the Program in order to ensure successful execution of business deliverables, and if necessary, that corrective actions are planned and executed properly
• Track renewal and transfer KPIs by the Operations/Account Management team
• Keep Customer retention high by limiting any attrition and work
• Promote program upsells to grow our services revenue streams
• Understand the impacts of costs to our Business, and represent the Program in Supply Chain Meetings, supporting the discussion around supplier cost per flight hour contract terms
• Be instrumental in program expansion to new aircraft platforms by attending new aircraft program meetings and understand the technical implications of aircraft systems and maintenance requirements to our Business
• Be comfortable reviewing accounting reports in what regards to program performance and understanding how tactical actions reflect in our numbers
• Be involved in the Budget creation each year and liaise with the finance department to clarify questions regarding Key Performance Indicators
• Liaise with correlated areas such as Accounts Receivables
• Parts Logistics
• ASF Representatives
• CRCs
• CSRs
• Warranty and others
• in order to keep an open and fluent communication and ensure processes are efficient and adequate, taking corrective action when necessary
• Coordinate the staff and manage processes in order to keep proper documentation traceability of contracts and decisions made in what regards to concessions, exceptions or other special cases

• Excellent soft skills to coach, motivate and lead a team of professionals while fostering a cooperative atmosphere in a customer front line work environment
• Minimum 10 years of experience in the aerospace, aircraft maintenance or technical knowledge of aircraft, cost per flight hour programs, warranty and aircraft maintenance planning and prior experience leading people are considered strong assets
• Excellent customer handling and interpersonal skills and demonstrate patience
• Strong Business Acumen and comfortable making tactical decisions that make strategic sense for the Program
• Comfortable making presentations to Senior leaders and displaying a good control of your area by reviewing main Program KPIs and main current initiatives
• Strong negotiation skills
• Able to multitask and are tenacious to see deliverables through to completion
• Bilingual English and French preferred, fluent in English both written and spoken a must
• Autonomous and comfortable with decision making and delegation of work
• Travel required
• Enjoy working in a "customer comes first" environment with excellence in professional and friendly service

Bilingual English and French

• Insurance plans (Medical, life insurance, and more)
• Employee Assistance Program
• Competitive base salary