Head of Customer Operations

Bachelor of Technology/Engineering(Electronics/Telecomunication)
Nationality: Any Nationality
Vacancy: 1 Vacancy

Key purpose:
The Head of Customer Operations is responsible for leading the Customer Operations, Passenger Care, and Business Support Systems (BSS) teams to ensure seamless In-Flight Connectivity (IFC) service delivery to airline customers. The role focuses on delivering exceptional customer experience, service fulfilment, incident and problem resolution, and proactive stakeholder management.
Key accountabilities:

Lead and manage the Customer Operations, Passenger Care, and BSS functions to ensure end-to-end delivery of IFC services.
Act as the accountable leader for customer operations, ensuring a proactive approach to meeting SLAs, resolving issues, and maintaining service excellence.
Oversee service fulfilment processes, including order handling, provisioning, service activations, and customer onboarding.
Foster a culture of collaboration, accountability, and continuous improvement across the BSS team.
Ensure a seamless customer journey for airline partners and their passengers by delivering high-quality, reliable connectivity services.
Implement processes to improve customer satisfaction (CSAT) and Net Promoter Scores (NPS) across all service touchpoints.
Serve as the primary escalation point for customer-related issues, ensuring timely resolution, transparent communication, and root cause analysis.
Drive initiatives to enhance passenger care processes, ensuring excellent support for passengers using IFC services.
Ensure all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded for customer operations.
Collaborate closely with the OSS team to ensure alignment between network operations and customer service delivery.
Monitor and report on customer operations performance, identifying trends, gaps, and improvement opportunities.
Champion incident and problem management processes to drive timely resolutions, prevent issue recurrence, and improve operational efficiency.
Develop and maintain strong relationships with airline customers, serving as their trusted advisor and advocate within the NOC organization.
Lead customer meetings, operational reviews, and performance discussions, ensuring transparency and alignment with customer expectations.
Collaborate with internal teams, including network operations, engineering, and commercial teams, to ensure seamless communication and service delivery.
Act as the voice of the customer internally, driving improvements based on customer feedback and operational challenges.
Oversee the execution of order management, provisioning, and service activation processes for IFC services.
Optimize workflows and systems for service fulfilment, ensuring efficiency, accuracy, and scalability.
Develop and maintain comprehensive documentation and knowledge transfer processes to ensure a consistent approach to service delivery.
Drive a culture of continuous service improvement (CSI) to enhance operational processes, customer satisfaction, and team performance.
Leverage data analytics and customer insights to identify opportunities for improving passenger care and operational efficiency.
Champion the adoption of innovative tools, systems, and processes to optimize customer operations and enhance service delivery.
Establish and maintain a technical knowledge library as a centralized resource for best practices, SOPs, and service processes.
Build, mentor, and lead a high-performing customer operations team, including passenger care, order handlers, and service desk coordinators.
Conduct performance reviews, establish clear goals, and implement development plans to upskill team members.
Ensure adequate staffing and resource allocation to support the operational environment.
Manage Customer Portfolio, in collaboration with the Service Fulfillment Manager to identify areas for increased customer revenue.

Desired Candidate Profile:
Essential Technical and Professional Skills:

Ten (10) years minimum experience in customer operations, service delivery, and passenger care, preferably within telecommunications, Satcom, or aviation sectors.
Proven experience leading large BSS teams in high-availability, customer-focused environments.
Track record of delivering on SLAs and driving exceptional customer satisfaction (CSAT/NPS).
Experience managing global airline customers or large enterprise accounts in a 24/7 operational setting.
Strong experience in incident and problem management, including ITIL-based frameworks.

Qualifications:

Bachelor's degree in Business Management, Telecommunications, IT, or a related field.
Master's degree or professional certifications (e.g., ITIL, Customer Experience Management) are a plus.

Employment Type: Full Time
Company Industry: Facilities Management
Department / Functional Area:

Helpdesk
Customer Service
Telecalling

Keywords:

Customer Experience Leader
Customer Experience
Data Analysis
Director Of Customer Operations
Process Optimization
Customer Success Director
Head Of Client Services
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