SUMMARY OF JOB PURPOSE
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.
