Job Description Summary

The Director, Customer Assurance & Fleet Availability is responsible for leading the strategy, governance, and execution of customer assurance activities related to major events, fleet availability, customer performance visibility, and technical customer communications. This role serves as a critical link between operations, engineering, service, and customer-facing teams to ensure timely response to major issues, clear and consistent customer communication, and effective oversight of turbine availability across platforms and customers.

The role is accountable for strengthening customer confidence through proactive issue management, structured communication, availability performance monitoring, and coordinated response during high-impact fleet or customer events.

Job Description

Roles and Responsibilities:

1. Major Event Management

• Lead the coordination and management of major fleet and customer events impacting turbine availability, performance, or customer operations.
• Establish governance, escalation paths, and response protocols for high-impact technical and operational issues.
• Drive cross-functional alignment during major events across engineering, operations, product lines, field teams, and customer account teams.
• Ensure timely decision-making, issue tracking, recovery planning, and executive-level visibility during critical events.
• Oversee post-event reviews, root cause follow-up, lessons learned, and communication of corrective actions.

2. Fleet Availability Oversight

• Provide leadership oversight for turbine availability performance across platforms, regions, and customer sites.
• Monitor fleet-level availability trends, identify recurring risks, and drive actions to improve operational performance.
• Partner with platform, engineering, and service teams to address technical and operational drivers affecting availability.
• Support the development of availability performance metrics, dashboards, and reporting routines.
• Ensure alignment between fleet performance priorities and customer commitments.

3. Strategic Fleet transformation

• Drive Fleet transformation efforts.. PACBot, ROC reimagination
• Measure transformation effectiveness

4. Customer Availability Management

• Oversee customer-specific availability performance and support actions required to address gaps, risks, or escalations.
• Work closely with customer-facing teams to ensure customer concerns related to turbine availability are addressed with urgency and clarity.
• Provide leadership support for recovery plans and action tracking for customers experiencing significant availability or reliability issues.
• Ensure consistency in how customer availability issues are assessed, communicated, and resolved.

5. Customer Assurance

• Act as a central leader for customer assurance activities related to major technical and operational issues.
• Build customer confidence through transparent communication, structured issue management, and strong cross-functional coordination.
• Ensure customer concerns are translated into clear internal actions and ownership.
• Support strategic customer discussions where availability, reliability, or major issue recovery is a key focus.
• Drive a disciplined approach to customer assurance processes, including risk identification, escalation management, and follow-through.

6. Customer Communications

• Lead major issue communications to customers, ensuring messages are clear, accurate, timely, and aligned across functions.
• Oversee technical communications related to fleet issues, corrective actions, operational impacts, and recovery efforts.
• Partner with engineering, product management, legal, commercial, and service teams to ensure communication quality and consistency.
• Establish communication standards, templates, and review processes for customer-facing technical messaging.
• Ensure customer communications reflect both technical accuracy and customer impact awareness.

7. Cross-Functional Leadership

• Serve as a key integration point across engineering, product lines, operations, services, commercial teams, and customer account leadership.
• Drive accountability across functions to ensure actions related to fleet availability and customer issues are executed on time.
• Escalate critical risks, competing priorities, and unresolved issues to senior leadership as needed.
• Influence stakeholders across multiple teams without direct operational ownership of all functions involved.

8. Perf