Operations Manager

At Heads Up Technologies, we’re redefining what’s possible in the air. Since our beginnings in a Dallas hangar in 1985, we’ve grown into a global leader in aviation technology driven by innovation, precision, and a relentless pursuit of better in-flight experiences. From pioneering digital audio and lighting systems to uniting with STG Aerospace, ALTO Aviation, and Innovative Advantage under one brand, we continue to lead the way in cabin systems integration for business and commercial aircraft.

Join us as we shape the future of aviation where lighting, entertainment, safety, and audio come together to elevate every journey.

Are you ready to illuminate your career with a dynamic and innovative team? Heads Up Technologies is seeking a motivated and detail-oriented Operations and Customer Service Manager to join our team. The Operations and Customer Service Manager is responsible for supporting and optimizing day-to-day operations across multiple production cells, with a strong focus on production, customer service, and order expediting. This role serves as a key cross-functional leader, ensuring operational efficiency, on-time delivery, and a high level of customer satisfaction while aligning processes with business objectives.

The Operations and Customer Service Manager works closely with production teams, customer service, supply chain, and leadership to identify issues, drive continuous improvement, and support scalable growth.

If you have a passion for creating world class aircraft cabin solutions, this is the opportunity for you!

• Work Days and
  
  Hours:
  
  Monday to Friday, 8:00 AM to 5:00 PM. Flexibility to set schedule.
• Location:
  
  This is a full-time onsite position located in Addison, TX.
• Compensation:
  Based on qualifications and comprehensive benefits package.
• Work Eligibility:
  Must be authorized to work in the United States.

• Coordinate with production leads to ensure schedules, capacity, and resources align with demand across multiple production cells.
• Monitor production performance, identify bottlenecks, and implement corrective actions to meet quality, cost, and delivery targets.
• Lead, mentor, and evaluate operations staff
• Drive continuous improvement initiatives and operational excellence

• Partner with customer service representatives to ensure timely, accurate order fulfillment and resolution of customer issues.
• Act as an escalation point for complex service or delivery challenges requiring cross-functional coordination.
• Use customer feedback and service metrics to identify trends and drive operational improvements.
• Ensure customer satisfaction and timely responses to customer requests.

• Oversee expediting activities to ensure critical orders and priorities are met.
• Track order status across production, procurement, and logistics to proactively address risks to on-time delivery.
• Communicate effectively with internal teams and customers regarding order progress, delays, and recovery plans.
• Develop and improve expediting processes and tools to increase visibility and responsiveness

• Serve as a liaison between production, customer service, supply chain, sales, and leadership teams.
• Support data-driven decision making through reporting, KPIs, and performance reviews.
• Lead or participate in continuous improvement initiatives focused on efficiency, quality, and customer experience.

• 5+ years of experience in operations management, customer support, production support, or a similar role, preferably in an electronics environment.
• Strong understanding of production processes, order fulfillment, and customer service operations.
• Proven ability to manage priorities across multiple teams and stakeholders.
• Excellent communication, problem-solving, and organizational skills.
• Experience with Net Suite ERP systems, production planning tools, and performance metrics preferred.
• Microsoft Office:
  Outlook, Excel, Word.
• Eligibility to work in the United States.

• The opportunity to shape and influence a positive employee experience.
• A collaborative team…