Operations Manager

Overview

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a “SaaS plus” model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,300 employees in 13 locations around the world.

 

CAMP’s relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio.

 

Job Summary

The Operations Manager operates as an extension of the senior leadership team and is responsible for leading a diverse team of Aviation Maintenance Analysts in all aspects of services delivery. The Operations Manager takes an active role championing the customer experience by assuming full accountability for the execution, management and reporting of key business performance measures. In addition, you are expected to drive key business initiatives across their team, as well as the broader organization to promote business vision and cohesion.

 

Responsibilities

• Provide leadership, direction, and execution of the strategic vision of CAMP AHM operations and drive key infrastructure and organizational initiatives.

• Translate executive operational strategy and vision into an operational roadmap; maintain overall responsibility for the management of daily operational rhythm.
• Develop and implement strategies to meet team and organizational goals; focus on efficiency, customer retention and operational excellence; constantly identify opportunities to automate and innovate.
• Leverage data and insights to identify opportunities and analyze issues to improve the speed, quality, efficiency, effectiveness of existing processes with an emphasis on customer experience.
• Motivating and coaching employees towards operational excellence, setting overall performance goals and expectations, providing training and development opportunities.
• Demonstrate effective employee communication, create, and conduct effective performance management plans.
• Maintain a deep understanding of operational and service processes, relevant technology, and customer-centric mind-set in all aspects.
• Challenge and support team members and internal / external service partners to meet defined service level agreements and quality standards as well as identify improvement opportunities.
• Relationship management with internal and external partners, ensuring an escalation level and, if necessary, arbitration in the event of significant performance deviations
• Monitor overall customer support and satisfaction; propose and implement action plans with relevant stakeholders to improve and/or sustain service standards.
• Undertake periodical account reviews, maintain, and report on established customer metrics and service levels and audit monthly customer service level reports with an emphasis on Tier 1 portfolios.
• Demonstrate an analytical data-driven approach to making decisions, evaluating issues, and developing solutions
• Support product owners and relevant departments in improving customer experience with innovative ideas, studies, and feedback from customers.
• Collaborate closely with other operations managers across CAMP to standardize camp processes to provide improved and sustainable customer service to CAMP customers.
• Other managerial duties as needed/required

 Requirements 

• Bachelor’s degree and/or 5+ years of relevant experience; preferably in aviation industry
• Previous experience in successfully managing a large team in a fast paced and dynamic environment.
• Prior experienc