Sr, Director, Connectivity Operations Job at Panasonic Avionics Corporation
JOB SUMMARY
Leader for the Customer Performance Center (CPC) which is responsible for delivering Connectivity Services to Panasonic’s global customers. The CPC monitors all connectivity-equipped aircraft and network links, including ground and satellite, ensuring a highly reliable platform and execution efforts that meet or exceed internal/external customer expectations. Directs a global operational unit that includes NOC, Software application deployments and monitoring and strategic planning/roadmaps to ensure all current and planned services are operational, and customer support activities are functional 365/24/7. Drives operational efficiency in customer service, satellite network operations and project implementation. Establishes continuous improvement processes to identify opportunities or issues, root cause analysis and corrective actions.
MAJOR RESPONSIBILITIES
trategic and Operations Management
KNOWLEDGE/SKILL REQUIREMENTS
Leader for the Customer Performance Center (CPC) which is responsible for delivering Connectivity Services to Panasonic’s global customers. The CPC monitors all connectivity-equipped aircraft and network links, including ground and satellite, ensuring a highly reliable platform and execution efforts that meet or exceed internal/external customer expectations. Directs a global operational unit that includes NOC, Software application deployments and monitoring and strategic planning/roadmaps to ensure all current and planned services are operational, and customer support activities are functional 365/24/7. Drives operational efficiency in customer service, satellite network operations and project implementation. Establishes continuous improvement processes to identify opportunities or issues, root cause analysis and corrective actions.
MAJOR RESPONSIBILITIES
trategic and Operations Management
- Manages the Connectivity Operations Team – CPC Service Operations, customer care (CPC), Satellite Network Capacity Operations and Project Integration. Manage operations planning, staffing, budgeting and expense priorities.
- Develops strategic roadmaps to ensure network operations goals are met
- Accountable for the availability, operation, monitoring and reporting of Satellite Network, Ground Network, Ground Applications, & Cloud Applications
- Performs Service Level Management to provide end to end visibility of PAC services to all internal and external stakeholders and opportunities for improvement.
- Ensures adequate Change Management processes are in place and followed
- Manages onshore/offshore team for 365/24/7 support in place to ensure operational and customer success
- Monitors and continuously improves actual & contract performance levels of all Digital Service Solution deliveries to airline business requirements.
- Ensures Passenger & Airline Care Operations meet all industry and customer requirements
- Builds out deployment, monitoring and alerting automation to improve efficiency and reliability
- Participates in planning of large network deployments and updates
- Develops the connectivity operations and customer service delivery strategy/model in conjunction with the VP Connectivity and other PAC Business Unit/functional leaders to optimize operational and financial performance
- Creates KPI reports on platforms and operational team performance
- Budgetary responsibility for Connectivity Operations (planning and performance)
- Sets operational and performance goals which are clear, achievable and tied to PAC goals
- Ensures all staff are fully informed of operational objectives and status
- Works cross functionally to ensure all stakeholders are advised of key operations and planning issues and develop/enact resolution plans.
- Establishes operational policies, procedures and continuous process improvement practices
KNOWLEDGE/SKILL REQUIREMENTS
- Experience in managing operations teams and standard workflows
- Background in IP networks and software application deployments
- Excellent communication skills; highly professional and able to interact with multiple levels in the organization and customers.
- Demonstrable excellence creating and leading successful outcome-oriented teams.
- Needs to work well with people under pressure including people from diverse cultural and political backgrounds.
- Demonstrably self-motivated, well organized and detailed oriented.
- Ability hire, develop and guide staff.
- Ability to organize, establish, and implement strategic plans and objectives.
- Ability to analyze intangible and complex issues with multiple variables.
- In-depth, technical knowledge of Communication/Network systems and related components.
- Excellent written and verbal communication skills including ability to present to executive decision makers.
- Preferred experience in satellite networks
- Bachelor degree in Engineering
- 12 years progressive leadership experience in Connectivity/Network/Telecom Services.
- Satellite Network Operations experience preferred.
- 7 years staff management experience.
- May require travel, up to 10% of the time to domestic and/or international locations.
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