Senior OEM Operations Manager

Core Responsibilities

• Coordinate with Suppliers, Program Management, Sustaining Engineering, and Quality to provide OEM support
• Serve as the direct interface with customer personnel, including seat suppliers, monument vendors, airlines, and OEM staff
• Manage the OEM support team and escalate OEM and customer issues to the appropriate department when immediate resolution is not possible
• Ensure the OEM support team remains customer-focused, providing on-time support with accurate and 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 the OEM support team, including handling complex or challenging problems
• Train and mentor the OEM support team in job duties, identifying and providing necessary training for departmental and individual development
• Develop work schedules based on budgets and workload, manage daily progress, and participate in team activities to facilitate productivity
• Interpret and communicate work procedures and company policies to staff
• Measure job performance, coach staff for improvement, and conduct regular performance reviews
• Evaluate OEM team performance and recommend appropriate actions
• Collaborate with Executives and Managers to update and monitor department or project progress, and mitigate budgetary variances as needed
• Monitor and address budgetary variances proactively
• Ensure compliance with occupational health and safety regulations and promote the well-being of the team
• Act as the lead responsible for all technical aspects
• Facilitate discussions and conflict resolution, promoting professional behavior, expectations, and team values
• Continuously contribute to improving established processes
• Perform other job-related duties as assigned
• Oversee and support site operations in assigned regions and other locations as business needs arise

Requirements

• Bachelor’s Degree in Engineering, Operations Management, or equivalent experience in a related field
• 6+ years in an OEM Operations or Technical Support role
• 5+ years of 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
• 5+ years of 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
• IFEC/avionics/airline experience

Benefits

The starting pay range for this position is $115,000 - 140,000 per year however, the base pay offered may vary depending on the level of the position, skills, experience, job-related knowledge, and location. 

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