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Job id : 37765

Manager, Customer Services & Operations

Manager, Customer Services & Operations

Boeing

  Bangalore / Bengaluru
   Boeing        Bangalore / Bengaluru
  4 years ago      197 Applied

JOB ID:37765

Job details

Job Type

  Full Time

Functional Area

Customer Service/ Telecalling/ Back Office Operations

Industry

Aerospace/Avionics

Education

Not Specified

Experience Required

  12 - 15 Yrs

Key Skills Required

  Customer Service, Operations, Project Management

Other Skills Required

 
  • Job Details
  • Job Description
  • About Company

Job Description

Manager, Customer Services & OperationsAt Boeing, we are all innovators on a mission to connect, protect, explore and inspire. From the seabed to outer space, you'll learn and grow, contributing to work that shapes the world. Find your future with us.Boeing India Engineering & Technology Center (BIETC) is based in Bangalore, India and is engaged in the development of advanced aerospace and aviation technologies, products and services. We have an immediate opening for an experienced First Level Manager to lead the Crew Implementation & Support Team. This position will report to the Senior Manager of Boeing Global Services (BGS) Digital group in Boeing India. Summary of accountabilities is as follows, but not limited to:Position Description:• The hired candidate will manage a team of engineers providing post-production premium technical support and maintenance of Crew Management & Flight Planning software for airline customers globally.• The hired candidate will be responsible for lea...  See More
Manager, Customer Services & OperationsAt Boeing, we are all innovators on a mission to connect, protect, explore and inspire. From the seabed to outer space, you'll learn and grow, contributing to work that shapes the world. Find your future with us.Boeing India Engineering & Technology Center (BIETC) is based in Bangalore, India and is engaged in the development of advanced aerospace and aviation technologies, products and services. We have an immediate opening for an experienced First Level Manager to lead the Crew Implementation & Support Team. This position will report to the Senior Manager of Boeing Global Services (BGS) Digital group in Boeing India. Summary of accountabilities is as follows, but not limited to:Position Description:• The hired candidate will manage a team of engineers providing post-production premium technical support and maintenance of Crew Management & Flight Planning software for airline customers globally.• The hired candidate will be responsible for leading a team responsible for all operations related to product setup, deployment, facilitating maintenance, invoicing and overall customer satisfaction of airline accounts in India• Forecasts resource needs and makes hiring decisions. Staffs and prioritizes assignments in order to maximize the utilization and the winning ratio.• Responsible for delivery of committed activities on time, profitability and client value. Ensures project teams are executing as planned by monitoring high-level progress and major deliveries. Determines options and appropriate actions to ensure and improve project performance.• Provides oversight and approval of approaches and processes.• Facilitates communication of customer account health and status with stakeholders and sponsors and reports to or consults with senior and executive level management (internal and external).• Develops and maintains constructive and cooperative interpersonal working relationships with clients on management and executive level and interacts as the primary customer contact on frequent basis.• Assists Sales team sales efforts; helps with contract negotiation• Manages subordinate staff. Coaches, counsels, mentors and provides developmental opportunities and job assignments to enhance employee performance and expand capabilities. Provides on-going developmental feedback. Makes compensation recommendations in regards to hiring salaries and salary review actions. Recognizes contributions of individuals and teams to improve employee satisfaction and retain a skilled and motivated workforce. Enforces company rules and policies regarding ethical behavior, safety, security, use of company property, time charging, etc.• Develops and maintains best practices in the region and globally in order to ensure global ways of working.• Obtains and manages facilities, services, equipment, and tools to meet project and daily operating requirements. Acquires, deploys and schedules personnel to meet project and operational objectives. Reviews, approves and implements facility, equipment and service plans to maximize productivity and ensure safety, security, environmental and regulatory compliance. Coordinates with providers to achieve timely delivery of resources.• Conveys organizational messages to facilitate the accomplishment of workgroup, project or process goals. Proactively communicates with employees, peers (e.g., fellow first-level managers) and customers. Keeps others informed by communicating project status, conducting and participating in team meetings, providing presentations and listening to employee concerns and suggestions. Communicates policies and directives to enhance employee awareness of expectations.• This position will engage with internal and external stakeholders, maintain relationships/partnerships with customers, peers and partners to develop strategies, goals and objectives that are consistent with the organization strategy. This position will also provide periodic updates to senior management in the form of progress reports, project summaries, and other related documents. This position represents Boeing in interactions with senior leaders from Indian Industry, academia, Indian Government organizations, and Boeing’s partners in India. This position will support initiatives of Boeing India Engineering and Technology organization related to employee development, customer engagement, strategic relations, Government interactions, etc.• This position will require some travel within India and internationally.Desired Skill:• Past experience and demonstrated ability to manage technical teams in one or more technology areas.• Possess a customer support mindset, ability to understand the impact and take balanced decisions as per the need of the hour• Experience in directly working with customers, especially in aviation• Skilled in advising and mentoring staff members to meet schedules or resolve technical or operational challenges.• Ability to understand and communicate with technical experts over a wide range of technical topics.• Knowledge of aviation industry, especially Crew, Flight Operations and Navigation is preferred• Knowledge of policies and procedures that typically affect individual subordinate employees, skills and abilities required by subordinate employees to accomplish organizational responsibilities.• Understands at a high level the iterative, and agile software development processes.• Skilled in advising a unit regarding tasks, projects and operations. Experience leading technical software development teams of 15 or more.• Technical and Project Management skills to lead a diverse team consisting of Boeing personnel and partners to build and deliver quality software products on schedule and within budget.• Must be results-driven and have a strong bottom-line orientation.• Teamwork is important in this position; individual must have strong teambuilding skills. Must have demonstrated ability to accomplish results through direct reports, colleagues in other parts of Boeing, and partners, even when they are not direct reports. Ability to work well on virtual teams across multiple time-zones.• Must be flexible, with a high tolerance for organizational complexity and ability to work with partners from within Boeing and outside.• Strategic thinking and execution – must be able to develop comprehensive product and customer intelligence / knowledge, and communicate with appropriate stakeholders, identify capacity/capability to perform current and projected engineering work statement and research, conduct any partner / supplier evaluations and assessments regarding their ability to perform these activities.• Communication – strong written and verbal communication skills, ability to prepare comprehensive reports, proposals, Statements of Work, and connect technology to business considerations (e.g., ROI). Candidate must be fluent in English, and have expertise in using MS Office tools.• Candidate must be a self-starter with a positive attitude, high ethics, and a track record of working successfully under pressure in a time-constrained environment.• Must be able to mentor team members and partners to accomplish project and departmental goals and objectives.Qualification:• 12+ years of experience with at least last 5 years as a people manager.• Bachelor’s degree in Science, Technology, Mathematics, or Engineering is required and Master’s degree is preferred. A post graduate degree in management would be a plus.• Candidates with experience in Aviation domain will be highly preferred.• Experience working in a global organization is preferred. See Less
About Company

Boeing is the world's largest aerospace company and leading manufacturer of commercial jetliners, defense, space and security systems, and service provider of aftermarket support. Boeing’s advanced aircraft and services focus are playing an important role in the mission-readiness for the Indian Air Force and Indian Navy. Boeing is focused on delivering value to Indian customers with advanced technologies and is committed to creating sustainable value in the Indian aerospace sector – developing local suppliers, and shaping academic and research collaborations with Indian institutions. Boeing has strengthened its supply chain with 200 partners in India, and a JV to manufacture fuselages for Apache helicopters. Annual sourcing from India stands at $1 billion. Boeing currently employs 3500 people in India, and more than 7000 people work with its supply chain partners. Boeing’s employee efforts and India country-wide engagement serves communities and citizenship programs to

...  See More

Boeing is the world's largest aerospace company and leading manufacturer of commercial jetliners, defense, space and security systems, and service provider of aftermarket support. Boeing’s advanced aircraft and services focus are playing an important role in the mission-readiness for the Indian Air Force and Indian Navy. Boeing is focused on delivering value to Indian customers with advanced technologies and is committed to creating sustainable value in the Indian aerospace sector – developing local suppliers, and shaping academic and research collaborations with Indian institutions. Boeing has strengthened its supply chain with 200 partners in India, and a JV to manufacture fuselages for Apache helicopters. Annual sourcing from India stands at $1 billion. Boeing currently employs 3500 people in India, and more than 7000 people work with its supply chain partners. Boeing’s employee efforts and India country-wide engagement serves communities and citizenship programs to inspire change and make an impact on more than 2, 00,000 lives. See Less

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