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Sales, Service, & Support
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Summary:

Responsible for the day-to-day management of the customer service center including the performance and administration of a team of customer consultants. Ensures Jeppesen customers receive world-class service by establishing and monitoring key performance metrics on a daily basis.  Ensures these metrics are reported throughout the business unit.  Defines and coordinates training requirements and team communication, ensures execution is in alignment with organizational strategies and objectives.  Manages subordinate staff to include recruiting, training, performance and compensation management, motivating, delegating and monitoring results.

 

 

Essential Duties:

  • Provides operational management of day-to-day activities of the customer service call center.
  • Manages subordinate staff. Forecasts resource needs and makes hiring decisions. Coaches, counsels, mentors and provides developmental opportunities and job assignments to enhance employee performance and expand capabilities. Provides on-going developmental feedback. Makes compensation recommendations in regards to hiring salaries and salary review actions.  Recognizes contributions of individuals and teams to improve employee satisfaction and retain a skilled and motivated workforce. Enforces company rules and policies regarding ethical behavior, safety, security, use of company property, time charging, etc.
  • Develops and maintains relationships and partnerships with customers, stakeholders (Portfolio Mgmt, JTS, BizOps, etc) peers, and direct reports.
  • Communicates team status, issues and requirements to next level management.
  • Implements policies and procedures and communicates operational goals.
  • Serves as resource management to create continuous improvement initiatives and execute projects in order to improve business performance and team efficiency.
  • Assumes duties of  sr. manager as required in a backup capacity.
  • Represents Jeppesen at assigned industry events

 

 

Education/Experience:

 

 

 

Knowledge and Skills:

  • Ability to accomplish results through supervisors and/or employees who exercise significant latitude and independence in their assignments.  Often heads a centralized functional activity, accountable for results, including costs, methods and staffing. Roles of subordinates, whether supervisors or individual contributors, are varied.  Rarely performs the work of subordinates.  Promotes a culture of continuous improvement that values open and honest communication.
  • Establishes operational objectives and work plans, and delegates assignments to subordinates.  Provides guidance to subordinates within the latitude of established company policies.  Involved in developing, modifying and executing company policies that affect immediate departmental operation(s) and may also have division or company-wide effect.
  • Works on issues of diverse scope where analysis of situations or data requires an in-depth knowledge of current business trends and organizational objectives.  Follows established processes and operational policies in selecting methods and techniques for obtaining solutions.  Acts as advisor to subordinates to meet schedules and/or resolve technical issues.  Develops and administers schedules and performance requirements.  Establishes and assures adherence to budgets, schedules, work plans and performance requirements.
  • Frequently interacts with subordinate supervisors, individual contributors, customers and/or functional peer group managers, normally involving matters between functional areas.  Often leads cross-functional project teams. Requires the ability to change the thinking of or gain acceptance from, others in sensitive situations, without damage to the relationship.
  • Ensures that projects are completed on schedule and within budget.  Decisions will result in critical delay(s) in schedules and/or unit operations, and may jeopardize overall departmental business activities.
  • Span of Control: 6 to 8 direct reports

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