Key purpose

The Head of Customer Operations is responsible for leading the Customer Operations, Passenger Care, and Business Support Systems (BSS) teams to ensure seamless In-Flight Connectivity (IFC) service delivery to airline customers. The role focuses on delivering exceptional customer experience, service fulfilment, incident and problem resolution, and proactive stakeholder management.

Key accountabilities

• Lead and manage the Customer Operations, Passenger Care, and BSS functions to ensure end-to-end delivery of IFC services.
• Act as the accountable leader for customer operations, ensuring a proactive approach to meeting SLAs, resolving issues, and maintaining service excellence.
• Oversee service fulfilment processes, including order handling, provisioning, service activations, and customer onboarding.
• Foster a culture of collaboration, accountability, and continuous improvement across the BSS team.
• Ensure a seamless customer journey for airline partners and their passengers by delivering high-quality, reliable connectivity services.
• Implement processes to improve customer satisfaction (CSAT) and Net Promoter Scores (NPS) across all service touchpoints.
• Serve as the primary escalation point for customer-related issues, ensuring timely resolution, transparent communication, and root cause analysis.
• Drive initiatives to enhance passenger care processes, ensuring excellent support for passengers using IFC services.
• Ensure all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded for customer operations.
• Collaborate closely with the OSS team to ensure alignment between network operations and customer service delivery.
• Monitor and report on customer operations performance, identifying trends, gaps, and improvement opportunities.
• Champion incident and problem management processes to drive timely resolutions, prevent issue recurrence, and improve operational efficiency.
• Develop and maintain strong relationships with airline customers, serving as their trusted advisor and advocate within the NOC organization.
• Lead customer meetings, operational reviews, and performance discussions, ensuring transparency and alignment with customer expectations.
• Collaborate with internal teams, including network operations, engineering, and commercial teams, to ensure seamless communication and service delivery.
• Act as the voice of the customer internally, driving improvements based on customer feedback and operational challenges.
• Oversee the execution of order management, provisioning, and service activation processes for IFC services.
• Optimize workflows and systems for service fulfilment, ensuring efficiency, accuracy, and scalability.
• Develop and maintain comprehensive documentation and knowledge transfer processes to ensure a consistent approach to service delivery.
• Drive a culture of continuous service improvement (CSI) to enhance operational processes, customer satisfaction, and team performance.
• Leverage data analytics and customer insights to identify opportunities for improving passenger care and operational efficiency.
• Champion the adoption of innovative tools, systems, and processes to optimize customer operations and enhance service delivery.
• Establish and maintain a technical knowledge library as a centralized resource for best practices, SOPs, and service processes.
• Build, mentor, and lead a high-performing customer operations team, including passenger care, order handlers, and service desk coordinators.
• Conduct performance reviews, establish clear goals, and implement development plans to upskill team members.
• Ensure adequate staffing and resource allocation to support the operational environment.
• Manage Customer Portfolio, in collaboration with the Service Fulfillment Manager to identify areas for increased customer revenue