The Manager, Business Operations is responsible for leading the business operations that support the Customer Repair Operations (CRO) organization. This position oversees the operational processes that enable exceptional customer service, efficient workflow execution, and achievement of departmental financial and operational objectives.
Working cross-functionally with Operations, Engineering, Supply Chain, Finance, and Customer Service, the Manager ensures the timely evaluation of customer requests, development of accurate quotations, order processing, material provisioning, financial performance monitoring, and continuous process improvement. This role provides leadership to a team of business support professionals while fostering operational excellence, accountability, and customer satisfaction.
The essential functions include, but are not limited to, the following:
- Lead and oversee daily business operations supporting Customer Repair Operations.
- Establish priorities, assign workloads, and monitor team performance to ensure timely completion of departmental objectives.
- Develop, implement, and continuously improve business processes that increase operational efficiency and customer satisfaction.
- Promote a culture of accountability, collaboration, continuous improvement, and operational excellence.
- Direct the review and evaluation of customer Requests for Quotation (RFQs).
- Lead cross-functional technical reviews of customer requirements, including Component Maintenance Manuals (CMMs), OEM specifications, repair history, and technical documentation.
- Ensure the timely preparation, accuracy, and presentation of customer quotations.
- Support capability assessments for new components and repair opportunities.
- Oversee the processing of customer repair and purchase orders to ensure accuracy and responsiveness.
- Manage material provisioning activities to support customer commitments and operational schedules.
- Identify opportunities to streamline order management and procurement workflows.
- Monitor and analyze operational performance, turnaround time (TAT), financial results, and cost performance against established budgets and objectives.
- Develop and maintain performance metrics, dashboards, and management reports.
- Perform operational and financial audits to ensure process compliance and accuracy.
- Coordinate invoice verification and resolution activities with the Accounting department.
- Analyze customer and operational data to identify trends, improve decision-making, and support business growth.
- Recommend process improvements based on performance metrics and customer feedback.
- Participate in continuous improvement initiatives utilizing Lean, Six Sigma, or similar methodologies when applicable.
- Provide direct leadership, coaching, and performance management for assigned business support personnel.
- Foster employee engagement through mentoring, training, and professional development.
- Conduct performance evaluations and establish measurable performance expectations.
- Promote a safe, ethical, and collaborative work environment.
- Partner with Operations, Engineering, Quality, Supply Chain, Finance, and Customer Service to resolve issues and improve business processes.
- Support organizational initiatives and strategic objectives through effective communication and collaboration.
- High school diploma or equivalent required.
- Minimum of two (2) years of experience supporting production or business operations, including:
- Business process development and improvement
- Data analysis and performance metrics
- Quote and proposal preparation
- Cost tracking and financial reporting
- Invoice verification
- Customer service with direct customer interaction
- Demonstrated leadership, planning, and organizational skills.
- Strong analytical and problem-solving abilities.
- Excellent written, verbal, and presentation skills.
- Ability to communicate effectively with customers, employees, and leadership at all organizational levels.
- Strong project management and workload prioritization skills.
- Ability to manage multiple priorities in a fast-paced manufacturing or aviation environment.
- Commitment to continuous improvement and operational excellence.
- Proficiency with Microsoft Office Suite, particularly Excel and Word.
- Experience using ERP or business management systems such as WINGS NG or comparable software.
- Ability to analyze operational and financial data using reporting tools.
Working knowledge of:
- FAA regulations applicable to Parts 21 and 145.
- AS9100 and ISO 9000 quality management systems.
- Aircraft Maintenance Manuals.
- Overhaul Manuals.
- Service Bulletins.
- Airworthiness Directives.
- Illustrated Parts Catalogs.
- Engineering Drawings.
- Structural Repair Manuals.
- Associate's or Bachelor's degree in Business, Aviation, Operations Management, Engineering, or a related field.
- FAA Airframe & Powerplant (A&P) License.
- Lean, Six Sigma, Theory of Constraints, or other Continuous Improvement certification.
- Previous supervisory or team leadership experience.
- Experience supporting aerospace manufacturing, maintenance, repair, and overhaul (MRO), or aviation operations.
- Ability to communicate effectively verbally and in writing.
- Ability to operate standard office equipment and computers.
- Ability to perform work requiring visual acuity, hearing, speaking, hand-eye coordination, and prolonged periods of sitting or standing as necessary.
- Occasional travel may be required to support customer or business needs.
This position is primarily performed in a professional office environment with regular interaction within a manufacturing and aircraft maintenance operation. The role requires frequent collaboration across multiple departments and occasional visits to production areas.
This position provides direct leadership and supervision to Business Operations support personnel responsible for customer quotations, order processing, material provisioning, operational reporting, and related business support activities.
- Leadership and Accountability
- Customer Focus
- Business Acumen
- Financial Analysis
- Operational Excellence
- Strategic Thinking
- Process Improvement
- Collaboration and Teamwork
- Communication
- Decision Making
- Problem Solving
- Results Orientation
- Continuous Learning
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
