Director, Aftermarket Operations

Job Description

Job Description

Since 2018, Elevate Aircraft Seating has been enhancing the passenger experience through innovative aircraft seat design and manufacturing. With locations in California, Washington, and Germany we are guided by creativity, collaboration, and a shared commitment to quality.

We are looking for a skilled Director Aftermarket Operations to join our team in Huntington Beach, CA. This is an on-site position based in Huntington Beach, CA. We value teamwork, inclusivity, and continuous professional development, and we offer competitive benefits along with opportunities for growth.

Export Control Requirements:
This position must meet U.S. export control compliance requirements. To meet U.S. export control compliance requirements, a “U.S. Person” as defined by 22 C.F.R. §120.62 is required. “U.S. Person” includes U.S. Citizen, U.S. National, lawful permanent resident, refugee, or asylee.

JOB SUMMARY

The Director, Aftermarket Operations provides strategic and operational leadership for the global Aftermarket organization, driving execution, scalability, and continuous improvement across spare parts, repairs, product support, and field service operations. Leading a global team, this role is accountable for delivering exceptional customer support while improving operational performance, on-time delivery, service quality, and cross-functional execution. In partnership with Engineering, Supply Chain, Program Management, Sales, and Operations, the Director establishes scalable processes, develops organizational capability, resolves complex customer and operational challenges, and ensures customer insights are translated into sustainable product, service, and business improvements. This position plays a critical role in supporting the company's aftermarket growth strategy by building high-performing teams, strengthening operational excellence, and enhancing the overall customer experience.

SUMMARY OF JOB DUTIES - Essential Functions (Other duties and projects may be assigned or requested.)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Provide strategic and operational leadership for the global Aftermarket organization, including Product Support, Spares, Repairs, Field Service, Performance Management, and future organizational growth.
• Establish the strategic direction, operational framework, governance, and performance management systems required to support the continued growth of the global aftermarket business.
• Lead and develop managers and their teams by fostering a culture of customer focus, accountability, collaboration, and continuous improvement.
• Drive execution excellence across the aftermarket organization by improving on-time delivery, operational performance, customer responsiveness, and overall business efficiency.
• Partner with Engineering, Supply Chain, Manufacturing, Program Management, Sales, Quality, and other cross-functional teams to resolve operational issues and improve end-to-end execution.
• Build strong relationships with airline customers, OEMs, and strategic partners through transparent communication, proactive issue resolution, and exceptional customer support.
• Champion a closed-loop customer support process by ensuring customer issues are resolved promptly, root causes are identified, engineering improvements are implemented, and corrective actions are communicated back to customers.
• Identify operational gaps, develop strategic improvement initiatives, and lead the implementation of sustainable solutions that improve customer satisfaction, execution, and business performance.
• Develop organizational capacity by assessing future resource requirements, supporting workforce planning, and preparing the aftermarket organization for continued global expansion.
• Establish, monitor, and communicate key operational performance metrics, ensuring leaders are accountable for achieving business objectives related to delivery, quality, responsiveness, and customer satisfaction.
• Lead cross-functional initiatives that improve operational efficiency, inventory management, planning, forecasting, supply chain performance, and overall value stream execution.
• Support digital transformation, reporting, and performance management initiatives that enhance visibility, decision-making, and operational effectiveness.
• Drive continuous improvement initiatives focused on reducing costs, improving quality, increasing productivity, and simplifying business processes across the aftermarket organization.
• Lead daily operational reviews to monitor order execution, identify delivery risks, remove cross-functional obstacles, and ensure customer commitments are achieved.
• Ensure compliance with applicable regulatory requirements, company policies, export control regulations, and contractual obligations.
• Foster a collaborative, transparent, and customer-focused culture that aligns with the company's values and supports long-term business growth.
• Maintain a safe, secure and legal work environment, adhering to all Company policies and procedures.
• Contribute to team effort by accomplishing related results as needed.
• Protect the confidentiality of the Company’s information and products.
• Perform other duties and projects as assigned or requested.

GENERAL QUALIFICATIONS – Education, Knowledge, and Experience

Education:

• Bachelor's degree in Business, Engineering, Supply Chain, Operations Management, or a related discipline required.

Experience:

• Minimum of 10 years of progressive experience in aerospace aftermarket, customer support, product support, repairs, spares, supply chain, operations, or a related manufacturing environment.
• Minimum of 5 years of experience leading managers and globally distributed cross-functional teams within a complex, fast-paced organization.
• Demonstrated success leading and scaling aftermarket operations or service organizations within aerospace, preferably in aircraft seating, aircraft interiors, cabin systems, or other highly regulated manufacturing environments.
• Proven experience driving operational execution, improving on-time delivery, developing scalable processes, and leading continuous improvement initiatives.
• Experience partnering cross-functionally with Engineering, Supply Chain, Manufacturing, Program Management, Quality, and Sales to resolve complex operational challenges and improve customer outcomes.
• Strong customer-facing experience managing escalations, building trusted customer relationships, and delivering transparent, solution-oriented communication with airlines, OEMs, or other aerospace customers.
• Demonstrated success developing leaders, building high-performing teams, and fostering a culture of accountability, collaboration, and continuous improvement.
• Experience managing multiple priorities, making sound decisions in dynamic, rapidly changing environments, and effectively balancing strategic initiatives with day-to-day operational execution.
• Experience leading geographically dispersed and global teams is preferred.
• Experience within aircraft seating, aircraft interiors, cabin systems, or other aerospace aftermarket organizations is highly preferred; experience supporting OEMs or Tier 1 aerospace suppliers is highly desirable.

Skills:

• Demonstrates exceptional customer-centric leadership, remaining calm and decisive under pressure while building trust-based relationships across all levels of the organization.
• Proven executive leadership skills with the ability to develop managers, build high-performing teams, foster accountability, and create a culture of collaboration, continuous improvement, and customer focus.
• Demonstrated ability to lead complex aftermarket operations by driving execution, improving operational performance, and delivering measurable business results in a fast-paced, high-growth environment.
• Exceptional relationship-building and influencing skills, with the ability to collaborate effectively across Engineering, Supply Chain, Manufacturing, Program Management, Sales, Quality, and executive leadership.
• Strong customer relationship management skills with the ability to manage escalations, communicate transparently, build trust, and drive timely resolution of complex customer issues.
• Excellent strategic thinking, business acumen, and analytical problem-solving skills, with the ability to balance long-term organizational objectives while driving daily operational execution.
• Outstanding written, verbal, negotiation, and presentation skills, with the ability to effectively communicate and influence stakeholders at all levels of the organization, including executive leadership and external customers.
• Proven ability to lead organizational change, establish scalable business processes, manage multiple priorities, and successfully lead geographically dispersed global teams.

Preferred Skills/Experience:

• Experience leading aftermarket operations within the aerospace, aircraft seating, aircraft interiors, cabin systems, or related aviation industry.
• Experience supporting airline customers, OEMs, or Tier 1 aerospace suppliers, with a demonstrated understanding of customer support, product support, repairs, spares, and field service operations.
• Proven success leading organizational growth, operational transformation, or business scaling initiatives within a rapidly growing organization.
• Experience implementing continuous improvement methodologies, operational excellence initiatives, or Lean principles to improve delivery, quality, and customer satisfaction.
• Demonstrated success driving cross-functional initiatives involving Engineering, Supply Chain, Manufacturing, Program Management, and Customer Support organizations.
• Strong financial and business acumen with experience managing budgets, operational performance metrics, forecasting, and resource planning.
• Experience leading geographically dispersed global teams and supporting international operations across multiple regions and cultures.

Other:

• Must be legally authorized to work in the United States.
• Extended or irregular work hours may be required based on business needs.
• Elevate Aircraft Seating is an “at-will” employer; employment is based on the mutual consent of both the employee and the company and may be terminated by either party at any time, with or without cause, in accordance with applicable law.
• As business conditions change, employees are expected to adapt productively and perform other essential tasks as assigned, now or in the future.

CERTIFICATES AND LICENSES

• N/A

SUPERVISION PROVIDED TO THE POSITION

• Reports directly to the Chief Commercial Officer and operates with a high degree of autonomy in leading the global Aftermarket organization.
• Partners closely with Engineering, Supply Chain, Manufacturing, Program Management, Sales, Quality, and other business leaders to align operational execution with strategic business objectives.
• Provides strategic and operational leadership to ensure the Aftermarket organization delivers exceptional customer support, operational performance, and scalable growth.

LEADERSHIP RESPONSIBILITY

• Provides strategic leadership for the global Aftermarket organization by developing leaders, driving accountability, and fostering a culture of collaboration, continuous improvement, and customer focus.
• Leads cross-functional initiatives that improve operational execution, customer satisfaction, on-time delivery, and organizational effectiveness across Product Support, Spares, Repairs, and Field Service.
• Builds scalable processes, organizational capability, and leadership infrastructure to support the continued growth of the global Aftermarket business.

PROBLEM SOLVING

• Leads the resolution of complex operational and customer challenges by collaborating across Engineering, Supply Chain, Manufacturing, and Program Management to deliver timely, sustainable solutions.
• Identifies operational gaps, removes execution barriers, and implements continuous improvement initiatives that enhance delivery performance, customer satisfaction, and business results.
• Makes sound strategic and operational decisions in a fast-paced, high-growth environment while balancing customer commitments, organizational priorities, and long-term business objectives.

LANGUAGE SKILLS

• Ability to communicate effectively in English, both verbally and in writing.

COMPENSATION & BENEFITS
Elevate Aircraft Seating offers competitive wages and benefits to recognize employees for their work. Actual salaries will vary depending on experience and geographic location.

Salary Range Transparency: $160,000- $200,000 annually

Featured Benefits:

• Up to 20% bonus potential (for bonus eligible positions)
• Generous 401(K) matching with immediate eligibility and vesting
• 3 weeks of Paid Time Off
• 12 paid holidays
• Affordable health care plans for yourself and your family
• And so much more!

Other Perks:

• Potential for growth within organization
• Supportive workplace environment with a team-oriented culture