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Manager, Customer Services and Support

Job ID 726 Date posted 10/10/2017
Location Englewood COLORADO United States
Job Description
Responsible for an operational group within Customer Services and Support focusing on incident management and change management. Ensure that all Service Commitments are met by managing the operations and proactively developing processes. This encompasses managing the customers and the interactions with all internal support functions.

Track and report related Key Performance Indicators (KPI) and proactively drive improvements and efficiencies in processes, the services delivered and the software related to supporting our customer.  Including working with Sales, Product, IT and other internal teams to prioritize and resolve issues, work projects, create process. Must be familiar with MS Office, Salesforce, ServiceNow and/or other CRM tools. Ability to perform trend analysis on incident data.              

Management responsibilities of subordinate staff which includes recruiting, training, performance and compensation management, motivating, delegating and monitoring results. 

Essential Duties:
  • Manages subordinate staff. Forecasts resource needs and makes hiring decisions. Coaches, counsels, mentors and provides developmental opportunities and job assignments to enhance employee performance and expand capabilities. Provides on-going developmental feedback. Makes compensation recommendations in regards to hiring salaries and salary review actions. Recognizes contributions of individuals and teams to improve employee satisfaction and retain a skilled and motivated workforce. Enforces company rules and policies regarding ethical behavior, safety, security, use of company property, time charging, etc.
  • Manage and monitor the incident management process and operations to efficiently deliver services in accordance with contracts and Service Level agreements. Process includes managing the relationship with other Jeppesen groups delivering components of the services.
  • Develops and maintains methods, processes, tools, and best practices for the program in coordination with Global Support and Services management. Continually drives process improvements to increase service levels and reduce costs of delivering support, while ensuring customer satisfaction is met. 
  • Serves as first escalation point for internal and external customers.

Worked as a supervisor, familiar with mentoring, coaching and developing talent. 
Skilled at incident management, ITIL certification is not required.
Excellent collaboration skills, ability to obtain buy-in, implement processes and train others. 
Effective communicator, both verbally and in writing. 

Knowledge and Skills:
  • Knowledge of policies and procedures that typically affect individual subordinate employees.  Knowledge of skills and abilities required by subordinate employees to accomplish organizational responsibilities.
  • Ability to accomplish results through driving towards the overall goals of Jeppesen and the Support organization. 
  • Can create, revise and/or implement new processes. Can provide training. Can present out to all stakeholders at many levels to include CEO.
  • Creative and innovative problem solver, ability to drive decisions that benefit the team and organization.
  • Skilled at creating efficiency, at measuring progress around incidents, SLA’s, resolution and communication and, in general, ability to create metrics.
  • Strong coach and mentor to team, peers and others


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