Resolution Manager

About the role

The AOG Resolution Manager provides first level support to the AOG Customer Resolution Specialist (CRS) team to help ensure a high level customer satisfaction. They work under high pressure in an intensive environment and are responsible for running the AOG Desk operations and supporting escalated AOG events and order management.

Responsibilities

• Operational Supervision (50%): Contribute to recruitment process, select candidates, conduct interviews and onboarding. Coordinate, ensure and conduct training for new hires. Create, maintain and ensure coverage for the AOG team covering 24/7. Be a part of the shift rotation when needed. Identify team members with performance improvements and development needs. Support managers with performance improvements initiative. Act on behalf of the manager during their absence. Ensure work procedures and policies are adhered too and provide team guidance, review operational workload and daily task allocation. Ensure the board and the open order book is worked and maintained at all times. Ensure daily operations are organized by assigning clear tasks and setting expectations to the CRS. Ensure the workflow is monitored at all shifts and maintained. Review, prioritize, balance workload and allocate tasks among the team. Identify customer escalations and need for action by taking the lead cross-functionally (Engineering, Quality, Procurement, Sales, Warehouse and Transportation).
• Process, Projects and Continuous Improvement (10%): Conduct process audits, review of Freshdesk responses and develop "lessons learned" in order to elevate team performance and propose recommendations for continuous improvement. Perform workload and performance analysis and produce KPI's and provide managers with improvement solution recommendations. Proficient in analytics. Ability to utilize data analytics to identify trends, drive business improvements and solutions. Assigned to dedicated strategic projects. Support collaborative efforts between Supply Chain, Sales & other stakeholders.
• Additional Responsibilities (40%): Provide back-up assistance and support fellow team members in the Customer Resolution Services department when necessary to process customer orders, quotations and general logistics to meet customer expectations. Perform other duties as assigned.

Requirements

• An Associate's Degree in Business, Sales Administration or a related field or an equivalent combination of education and experience is required.
• A Bachelor's Degree in Business, Engineering, Communications, or related fields is preferred.
• 2+ years of leadership experience / leading a team.
• 2+ years of data analysis experience in a similar sized organization.
• Previous aviation or logistics experience preferred.
• Strong command of English, written and verbal.
• Knowledge of other languages (Mandarin, German, French, Spanish, etc.) would be advantageous.
• Advanced Google Suite Skills (Docs, Sheets, Slides, Forms...).
• Intermediate knowledge of SPEC 2000/Aeroxchange, desired.

Qualifications

• Authorized to Work in the US.

Skills

• Technical Documents Knowledge.
• SAP Transaction Knowledge.
• Collaboration with Global Organizations.
• Data Analytics.
• Process Auditing.
• Customer Service and Product Support.

Benefits

• Medical Insurance.
• Dental Insurance.
• Vision Insurance.
• Prescription Insurance.
• Employee Assistance Program.
• Flexible Spending Accounts.
• Health Savings Accounts.
• Basic & Voluntary Life and Accidental Death & Dismemberment insurance.
• Short and Long-term Disability insurance.
• 401(k).
• Paid Time Off including paid holidays.
• Tuition Assistance.
• Bonus(es) subject to performance criteria.

Pay

$72,000.00 - $89,000.00/year.

Schedule

24/7, 365 days a year onsite operation. This includes holidays and weekends. The AOG Resolution Manager (RM) will be required to work 5 days and support the 2nd shift with the flexibility to rotate to 1st shift to support business continuity if necessary (i.e. vacation coverage).

Benefits

• Medical insurance.
• Dental insurance.
• Vision insurance.
• Prescription insurance.
• Employee Assistance Program.
• Flexible Spending Accounts.
• Health Savings Accounts.
• Basic & Voluntary Life and Accidental Death & Dismemberment insurance.
• Short and Long-term Disability insurance.
• 401(k).
• Paid time off including paid holidays.
• Tuition Assistance.
• Bonus(es) subject to performance criteria.