Staff Inservice Support Manager, Safran Passenger Innovations, CA, US

The Staff Inservice Support Manager is responsible for building and managing customer support relationships regionally, with a focus on strategic initiatives that enhance customer satisfaction, streamline support operations, and drive continuous improvement. This role requires a forward-thinking approach to performance management, strong customer operations experience, and a global strategic mindset. 

The ideal candidate is customer-focused, skilled at managing complex relationships, leveraging insights to improve the customer experience, and collaborating cross-functionally to align support functions with business goals. This position also includes data management, aircraft performance tracking, and operational logistics support, and works closely with internal teams such as Product Support Engineering and Aftermarket Operations to find timely solutions and escalate issues as needed. 

Duties and Responsibilities:

• Define and execute a customer-facing support strategy aligned with the company’s vision and growth objectives 
• Support the development and implementation of tools and technologies that 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 strategic objectives for improving customer satisfaction 
• Establish and track key performance indicators (KPIs) including customer satisfaction, response time, resolution time, and customer effort scores 
• Cultivate strong customer relationships to support mutual business goals 
• Ensure customer feedback is effectively communicated to product and engineering teams to drive product enhancements 
• Promote a culture of continuous improvement and professional development within the team 
• Leverage data analytics to identify trends, track performance, and inform support strategies 
• Present regular performance reports and insights to executive leadership 
• Use predictive analytics to proactively identify and mitigate potential support challenges, improving the overall customer journey