HO Customer Resolution Services Americas

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Job Description:

Satair is looking for a Head of Customer Resolution Services to join our team based in Herndon, Virginia.

In this role you will ensure department wide availability and timely delivery of customer order support related activities. Ensure operations are measured and processes adapted to meet targets. Balance daily workload in department, mentoring and developing staff and  performance management. 

Meet the team:

You will get an exciting job in an innovative, growing, global company with a world-class service ambition. Our culture is non-bureaucratic, with a hands-on professional approach and customer-centric mindset. What we do is so much more than distribution, support and service; we deliver excellence when it’s needed and where it’s needed, so people all over the world can connect.

Your working environment:

The Washington, D.C. metro area is home to multiple Airbus offices: In our nation’s capital you will find the Airbus Experience Center, a collection of interactive, multimedia exhibitions highlighting the extensive role the company plays in the aviation, aerospace and defense industries in the U.S. and around the world. The D.C. area is also home to our regional corporate headquarters – located adjacent to Washington Dulles International Airport (IAD) - it makes flying in a breeze!

How we care for you:

• Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan (“ESOP”)
• Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.
• Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages. 
• Individual Development: Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.

Your Challenges:

Primary Responsibilities: 

• Manage the department’s staffing needs in connection with staff holidays, flex time and working hours

• Ensure work procedures and policies are adhered, review operational workload and daily task allocation and shift scheduling

• Create a safe and trustful environment with focus on a speak up culture and constructive feedback. 

• Participate in external top/key customer meetings/escalations

• Directly contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance

• Administer and manage onboarding of new employees and upskilling of existing employees based on processes in Symbio

• Conduct employee development talks and plans. 

• Spot talents and guide them towards the desired career path

• Implement and maintain LEAN in department

• Implement collaborative efforts between ASO departments, Commercial & other relevant stakeholders where necessary