Senior Director, Inservice Support

Embark on a transformative career with Safran Passenger Innovations, where we are forging an unparalleled in-flight entertainment ecosystem. As an innovative company we design and engineer world-class In-Flight Entertainment and Connectivity (IFEC) solutions. Our products are constantly evolving, solving complex media distribution, playback, and networking problems in a secure, demanding on-wing environment. Safran IFEC products are utilized by many of the world’s premier air carriers. Step aboard and help us by creating the best in-flight experiences for today and beyond!

Job Summary:

The primary responsibility of the Senior Director of Inservice Support is to build and lead the global customer support organization, focusing on developing and implementing strategic initiatives to elevate customer satisfaction, streamline support operations, and drive continuous improvement. This role requires a visionary leader with experience in customer support, operations, and strategy at a global scale. The ideal candidate will be data-driven, with a strong ability to build and mentor high-performing teams, leverage insights to enhance customer experience, and collaborate across departments to align support functions with business objectives.

The Senior Director of Inservice Support will build and lead a team that provides support of the in-service customers.  This includes the data management, a/c performance tracking, and operational logistic support.  The role works directly with internal teams, Product Support Engineering and Operations to find timely solutions with KPI’s, and provides direct feedback and escalation to internal Account Management.

Duties and Responsibilities: 

• Define and execute a global customer support strategy that aligns with the company’s vision and growth objectives.
• Build and oversee the global customer support operations, ensuring consistent and high-quality service across regions.
• Implement tools and technologies to streamline support processes and improve team productivity, including automation and self-service options.
• Drive process improvements to increase efficiency, reduce customer wait times, and improve first-contact resolution rates.
• Develop and implement quality control measures to ensure the highest standard of support delivery.
• Lead, inspire, and mentor a global team of customer support leaders, promoting a customer-centric culture.
• Establish clear objectives and key performance indicators (KPIs) to measure success, including customer satisfaction, response time, resolution time, and customer effort scores.
• Work closely with cross-functional teams (Operations, Customer Support, Product Line, Engineering) to align support strategy with broader business goals.
• Ensure customer feedback is effectively communicated to product and engineering teams to drive product enhancements and improvements.
• Recruit, develop, and retain top talent within the global support organization.
• Foster a culture of continuous learning and improvement, encouraging professional development and skill enhancement within the team.
• Develop a training and development program for support staff to ensure they are equipped with the necessary tools and knowledge to succeed.
• Leverage data analytics to identify trends, track performance, and make data-driven decisions to improve support operations.
• Present regular reports and insights to executive leadership on support performance, customer satisfaction, and areas for improvement.
• Utilize predictive analytics to proactively identify and address potential support challenges and improve the overall customer journey.

Requirements

• Bachelor’s Degree in Product, Program or Engineering
• 15+ years in customer support, service operations, or a related field within Aerospace
• 10+ years in a senior leadership role managing global teams.
• Proven track record of successfully leading global customer support operations with measurable results.
• Excellent strategic thinking, problem-solving, and data analysis skills.
• Strong leadership and team-building abilities, with experience managing diverse, multi-regional teams.
• Exceptional communication and interpersonal skills, with a customer-focused mindset.
• Familiarity with customer satisfaction metrics
• Excellent written and verbal communication skills

Benefits

The starting pay range for this position is $168,400 to $189,500 per year however, base pay offered may vary depending on the level, skills, experience, job-related knowledge and location.