Customer Service Manager - Operational Action Center

Worker Type

Job Description

 

Summary

The Customer Service Manager of our Operational Action Center (OAC) is responsible for the strategy of the Jump20 helpdesk and Customer Service Department.

Position Responsibilities

• Develop support center to address realtime 24/7 helpdesk related issues for both internal and external customers.

• Influence and drive change throughout the organization related to repair processes, incident responses, and customer interaction to improve the end-to-end customer experience
• Manage the mishap reporting and review process with key stakeholders to drive a timely response to our customers.
• Collect and compile flight and crew data from the states to maintain proficiency and logging of our operational statuses being reported form the Site Leads.
• Coordinate as required with all internal stakeholders (Engineering, Operations, Program Management, Logistics, BD, Flight Operations, etc.) and identify opportunities for improvement within the organization to better serve our customers
• Provide factual input to senior leadership allowing for informed business decisions on issues, mishaps, and daily operational statuses of sites.
• Monitor day to day operations and the implementation of best practices across the organization with the focus on customer satisfaction and positive customer interaction
• Manage a team of individuals supporting the helpdesk call center to allow 24/7 support.
• Build and maintain a comprehensive high value customer experience program based on voice-of-customer research. This Coordinate with all internal stakeholders. Identify opportunities for improvement within the organization to better serve our customers.
• Organize and report issues to leadership to identify areas for improvement on the system to lower the need for helpdesk support from our customers.
• Frequently interacts with subordinate supervisors, customers and/or functional peer group managers, normally involving matters between functional areas or customers and the company
• Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing
• Other duties as assigned

Basic Qualifications (Required Skills & Experience)

• Bachelor's degree is required and 5+ years' experience in UAV industry including operational and maintenance experience of UAV's or equivalent combination of education, training, and experience or;
• High School Diploma/GED or AA with a minimum of 9 years related, relevant experience in customer service including a minimum of 5 years' experience in UAV industry including operational and maintenance experience of UAV's
• Minimum 2 years supervisory experience
• Demonstrated ability to understand customer service strategies and be able to translate them to systems and processes
• Demonstrated ability to identify trends in customer feedback to drive positive change within the company
• Highly self-motivated with strong problem solving and multi-tasking skills
• Ability to work in high-pressure situations.
• Excellent presentation and communication skills
• Microsoft Office experience in Excel, Word, and PowerPoint.  Able to produce metrics from spreadsheets to allow accurate representation of our companies status. 
• Ability to travel both domestically and internationally (up to 25%)

Other Qualifications & Desired Competencies

• A "can-do" attitude for achieving results and a willingness to encourage others to work in a manner that will meet or exceed the desired objectives or results
• Adaptive decision-making style based on the situational circumstances
• A willingness to help team members accomplish goals and objectives while encouraging an inter-departmental collaboration by being a role model and leading initiatives to build departmental rapport
• The ability to understand employee strengths, weaknesses, and interdependencies
• Uses vision to think beyond the immediate situation, explore multiple potential paths, and adapt decision-making style based on the situational circumstances
• Inspires, motivates, and empowers people to deliver organizational goals, while also delivering value back to employees
• Brings organizational values to life using personality, uniqueness, and the creation of a shared vision.
• Champions the process of change and promotes a culture of quick adaptation