Director Operations

The Director of Commercial Operations is a strategic leadership role within Safran Helicopter Engines USA (Safran HE USA), responsible for defining, implementing, and continuously improving the customer support operating model to deliver exceptional customer value and business performance. This position provides leadership and direction across commercial operations, ensuring alignment between customer expectations, business objectives, and operational execution. The Director will lead the development and deployment of commercial strategies, methods, processes, and performance management systems that enhance customer experience, improve operational efficiency, and support sustainable business growth. This role is accountable for driving key customer support performance indicators (KPIs), establishing best practices, and ensuring consistent execution across the organization. Through strong leadership and a continuous improvement mindset, the Director will develop and mentor a team of customer support professionals, fostering a culture of accountability, collaboration, and operational excellence. ESSENTIAL DUTIES AND RESPONSIBILITIES Lead the financial planning and business management activities for the Customer Support organization, including development and execution of the annual operating budget, formal budget revisions, rolling forecasts, and long-term strategic business plan. Ensure financial objectives are aligned with operational priorities and overall company strategy. Drive customer experience improvement initiatives by leveraging customer satisfaction insights, including global Safran customer survey results, identify improvement opportunities, establish action plans, and implement initiatives that enhance customer satisfaction, loyalty, and retention. Own the governance and accuracy of customer fleet data management within enterprise resource planning (ERP) systems. Lead the implementation, adoption, and continuous improvement of customer relationship management (CRM) tools, including the FLY platform, to enhance customer visibility, commercial effectiveness, and data-driven decision-making. Establish, standardize, and continuously improve commercial methods, processes, and operating procedures to optimize Customer Support execution, improve operational efficiency, and ensure consistent delivery of high-quality customer experience. Evaluate customer expectations, market needs, and support network capabilities to ensure alignment with customer requirements and business objectives. Develop and lead strategic action plans to address performance gaps, strengthen customer relationships, and increase long-term customer loyalty. Serve as a senior escalation point for complex operational and customer-related issues. Coordinate cross-functional teams to identify root causes, develop corrective action plans, and ensure timely resolution while maintaining customer confidence and operational performance. Establish, develop, and govern the Regional Account Representative (RAR) operating model to ensure alignment with Safran Helicopter Engines corporate methodologies, commercial strategies, and Safran HE USA business objectives. Drive continuous improvement initiatives to enhance account management capabilities and customer support effectiveness. Develop, maintain, and execute commercial strategies required to achieve annual revenue objectives and business growth targets. Ensure alignment of account strategies, customer engagement plans, and operational resources to support successful execution of the yearly turnover budget. Lead departmental financial management activities, including development, maintenance, and oversight of the Selling, General, and Administrative (SG&A) budget. Ensure effective resource allocation and financial discipline in support of organizational priorities. Develop and deliver training programs to enhance RAR capabilities, commercial practices, and customer engagement methodologies. Foster collaboration between regional support teams and key internal stakeholders, including Production, Supply Chain, Shipping, Training, and Customer Support organizations. Design, implement, and manage the commercial incentive compensation program to align employee performance with strategic business objectives. Establish annual performance goals, key metrics, and incentive structures that drive desired commercial behaviors and support organizational growth priorities. SCOPE AND ACCOUNTABILITIES Develops, implements, and continuously improves departmental processes, procedures, and operating practices to support the achievement of business objectives and customer support initiatives. Identifies operational challenges, evaluates root causes, and recommends effective solutions to improve efficiency, performance, and customer satisfaction. Responsible for safeguarding confidential, proprietary, and commercially sensitive information. Ensures appropriate handling of business-critical data, customer information, and organizational strategies. Decisions and actions within this role may have significant impact on the company’s operational effectiveness, customer relationships, competitive position, and overall business performance. Provides leadership and direction for the Customer Support organization, including assigning, prioritizing, and monitoring workload to ensure effective execution of departmental objectives. Develop team capabilities through coaching, mentoring, training, and performance management. Responsible for talent acquisition, employee development, succession planning, performance evaluations, promotions, transfers, and corrective actions as required. REQUIRED COMPETENCIES – Education / Knowledge / Skills and Abilities Bachelor’s degree required in Business Administration, Operations Management, Engineering, or a related field, with a minimum of seven (7) years of progressive professional experience, including at least three (3) years in a leadership or management role within a commercial, customer support, operations, or related environment. Demonstrated advanced knowledge of professional practices, business processes, industry standards, regulatory requirements, and organizational policies. Ability to apply sound business judgment to complex operational and commercial challenges while ensuring compliance and alignment with company objectives. Advanced proficiency with Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, Visio, Access, and Project. Strong capability in utilizing business systems, database management tools, data analytics, reporting platforms, and presentation tools to support operational decision-making and performance improvement. Strong continuous improvement mindset with demonstrated experience applying process optimization methodologies, identifying improvement opportunities, and developing scalable solutions to improve efficiency, quality, and customer satisfaction. #J-18808-Ljbffr