Job Description Summary

The Customer Operations Manager is responsible for managing GE90 and/or GP7200 engine shop visit TAT and cost in offload shop for the worldwide customers. You will be involved in activities such as processing transactions, managing processes and materials, site operations, or warehouse logistics & shipping, as per the Services agreement for assigned accounts.

Job Description

Roles and Responsibilities

• Responsible for the fulfillment from engine removal to redelivery for assigned customers
• Participate in the operating rhythm between supply chain and offload shop, work closely with the shop to resolve issues, represent customers in production meetings, and communicate status to the customers
• Review business options for impacts on profit, for compliance with contracts, policies, and procedures, and for innovative ways to achieve customer satisfaction
• Complete customer and internal paperwork. Coordinate shop and/or program reviews and customer visits at the site as necessary
• Lead/Co-lead monthly operation review (MOR) bowler and relevant action plan on shop visit TAT, cost and quality. Continuously improve the operation process by activating FLIGHT DECK efforts
• Manage the material cost review and decision of scrapped parts salvage plan.
• Maintain the customer's material Picking Rule and Back to Birth documentation database
• Track and monitor the cost trend versus CMR budget for each engine shop visit. Drive the deep dive analysis to identify the gap and follow up the implement of improvement plan
• Flow down customer removal planning and shop visit forecasts, organize and support program and technical reviews with customer
• Support the on-site Customer Operations Leader on analytics and commercial negotiations

• Bachelor's degree from an accredited university with a major in engineering
• At least 3 years' experience in shop cost, process improvement or customer interfacing role
• Strong communication and influencing skills in a global environment, strong conflict resolution skills
• Established project management skills, detail orientated and driving closure of actions
• Strong oral and written communication skills in English

• Humble: respectful, receptive, agile, eager to learn
• Transparent: shares critical information, speaks with candor, contributes constructively
• Focused: quick learner, strategically prioritizes work, committed
• Leadership ability: strong communicator, decision-maker, collaborative
• Problem solver: analytical-minded, challenges existing processes, critical thinker
• Strong aviation technical or operation related experience