Overview
Manager, Service Performance Management
Responsibilities
Our new global headquarters is conveniently located in Irvine, CA near John Wayne Airport in the Park Place development. For our onsite and hybrid employees you will be able to enjoy amenities such as access to many restaurants and shops, running trails, a fitness deck, outdoor seating, dry cleaning, car wash, free garage parking, car charging stations, shuttle service for train commuters, outdoor games like bocce, horseshoes, gaming tables, pickle ball, and basketball. For more information on Park Place visit parkplaceirvine.com.
Who We Are:
Ever wonder who brings the entertainment to your flights? Panasonic Avionics Corporation is 1 in the industry for delivering inflight products such as movies, games, WiFi, and now Bluetooth headphone connectivity!
How exciting would it be to be a part of the innovation that goes into creating technology that delights millions of people in an industry that’s here to stay! With our company’s history spanning over 40 years, you will have stability, career growth opportunities, and will work with the brightest minds in the industry. And we are committed to a diverse and inclusive culture that will help our organization thrive! We seek diversity in many areas such as background, culture, gender, ways of thinking, skills and more.
If you want to learn more about us visit us at www.panasonic.aero
And for a full listing of open job opportunities go to www.panasonic.aero/join-us/
The Position:
Develop and implement a comprehensive customer focused plan within the Customer Performance Center (CPC) to maximize responsiveness with respect to in-service performance for connectivity airline customers. Responsible for contract delivery of committed service levels and ensuring accurate reporting for Customer Service Level Agreements (SLAs). Direct and supervise the activities of Customer Performance Managers. Develop and Manage strategies for improving customer satisfaction and maximizing profitability. Coordinate and direct activities across multiple enterprise-wide functions (CPC, engineering, sales, program management, and operations) to communicate and ensure customer satisfaction, profitability, and system performance. Serve as the focal point to ensure Customer satisfaction across all areas of in-service performance and responsiveness.
Customer Performance
- Initiate and implement customer performance strategies in accordance with regional sales strategies and customer management initiatives within the regional team.
- Direct and implement customer performance strategy including plans and actions to improve communication and responsiveness.
- Set direction for meeting customer performance SLA requirements.
- Implement processes for managing customer issues.
- Lead customer tiger teams and focus on customer issues that need resolution.
- Communicate and manage status of issue resolution both internally and externally.
Process
- Responsible for reduction/elimination of customer performance related penalties.
- Establish and responsible for hitting SLA performance targets for all airline customers.
- Drive cross-department and functional improvement.
- Provide monthly reports for SLA adherence to customer account management teams in accordance with contractual requirements.
Organization
- Act as lead for high profile, high complexity customers. Capable of handling certain key/critical airline customers personally.
- Coordinate across multiple functions (CPC, engineering, sales and operations) to ensure responsiveness to in-service issues.
- Operates globally with direct reports in multiple regions supporting customer teams.
- Serves as the focal point for customer performance.
- Supports driving of business initiatives.
Managerial
- Hire, lead, train, motivate, appraise performance, and develop up to 15 separate Customer Performance Managers operating globally.
- Manages through team.
- Leads customer reviews related to service performance and SLA adherence.
The salary range of $112,000 – $188,000 is just one component of Panasonic’s total package. The final offer amount may vary based on factors including but not limited to individual’s knowledge, skills, experience, and location. In addition, this role may be eligible for discretionary bonuses and incentives.
What Were Looking For:
- Bachelors Degree in Business or related technical field preferred; or equivalent work experience.
- 5 years management experience required.
- Direct experience in IFEC, avionics or commercial aircraft cabin system industry preferred.
- Comprehensive knowledge of connectivity systems. Firm grasp of dependencies, and issues associated with all connectivity systems preferred.
- Familiar with the overall airlines and aviation markets preferred.
- Solid experience in dealing with airlines, especially having a good rapport and network with the major airlines (i.e. with ready contacts within the major airlines’ procurement, engineering, marketing/product and/or relevant departments) will be an added bonus.
- Proven track record in managing business strategies/plans for delivery of systems.
- Excellent command of written and spoken English.
- Excellent written and verbal communication skills as well as persuasion and presentation skills.
- Ability to drive cross-departmental and functional improvement.
- Proven leadership of teams. Ability to plan, assign, train, and direct employees.
- Proven ability to set business direction.
- Proven successful and seasoned management over multiple customer programs
- Comprehensive understanding of customer issues..
- Experience in successful team building and motivation; strong leadership skills.
- Possesses highly advanced analytical capabilities.
- Demonstrably self-motivated, well organized and detailed oriented.
- Works on complex issues where analysis of situations or data requires in-depth knowledge of the company.
- Directs and controls activities of a broad functional area through several department managers within the company.
- Expert ability to organize and implement department objectives.
- Proven experience with problem-solving, decision-making, and multi-tasking to response to inquiries or complaints from customers in a professional and timely manner.
- Seasoned ability to develop and maintain excellent working relationship with customers and internal company departments in order to effectively address customer needs.
- Travel may be required up to 10 domestic and/or international.
Our Principles:
Contribution to Society Fairness & Honesty Cooperation & Team Spirit Untiring Effort for Improvement Courtesy & Humility Adaptability Gratitude
What We Offer:
At Panasonic Avionics Corporation we realize the most important aspects in leading our industry are the bright minds behind everything we do. We are proud to offer our employees a highly competitive, comprehensive and flexible benefits program.
- Paid time off: Exempt Salaried employees receive flexible paid time off. This means that there is no fixed number, range, or limit to the amount of Personal and Vacation Days that may be taken for exempt employees. Non-exempt hourly employees accrue 14 vacation days per year + 7 sick days + 3 personal days. Accrual rate increases with tenure. All employees receive 11 company paid holidays per year. We also close our offices at the corporate level in the U.S. between Christmas and New Year. For operational positions that are expected to work on holidays, we provide additional compensation for hours worked.
- Health Insurance: Medical insurance offerings from Aetna and Kaiser (CA &HI). Options for Employee Only, Employee + Spouse/Domestic Partner, Employee + Children, or Family. Dental PPO and DMO options & Vision insurance through EyeMed or VSP.
- 401K with 50 match on up to 8 contribution, full vested from day 1.
- Washington residents only are eligible for: Washington’s Family and Medical Leave program and Washington’s Paid Sick Leave program.
- Other offerings include: Wellness Program, Counseling services, FSA & HSA, Life Insurance for employee, spouse and child, AD&D Insurance, Long-term and Short-term disability, Critical Illness Insurance, Accident Insurance, Legal Assistance, Pet Insurance, Identity Theft Protection, Dependent Care FLSA, Education Assistance, Commuter Program, Employee Purchase Program, Service Award Program.
All applicants are subject to Company policies, third party customer and worksite requirements, and government requirements, regarding vaccination and/or testing for COVID-19. Where permitted by applicable law, applicants may be required to be fully vaccinated with an authorized COVID-19 vaccine as a condition of employment, unless they are eligible for and obtain an exemption based on a reasonable accommodation because of a disability or a sincerely held religious belief, practice, or observance. While the Company strongly encourages COVID-19 vaccinations, it may require vaccination and/or testing for positions in which third party customer, worksite, or government requirements apply, in accordance with applicable law. At those locations where requirements apply, exemptions will be considered based on applicable law.
Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Avionics Corporate.
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