Director, Program Support Services; H​/F - SAFRAN CABIN INC.

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 100 000 collaborateurs pour un chiffre d'affaires de 27,3 milliards d'euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés.

Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2024 » du magazine TIME. Safran Cabin conçoit, certifie, et fabrique les intérieurs de cabines complets, les systèmes et les equipements les plus innovants du secteur pour offrir à ses clients du monde entier une image de marque distinctive et une expérience passagers sûre et confortable.

Here, we craft excellence together. Your mission? Making the journey the most enjoyable part of the trip. Join our first-class team to reinvent in-flight experience. In the role of Director, Program Support Services, you'll play a pivotal part on our Programs team. The Director, Program Support and Services is responsible for the performance and P&L of the aftermarket and aftersales of large complex programs or multiple smaller programs.

The Director, Program Support and Services will have direct responsibility for their very large complex programs, and/or will have responsibility for the Program Managers that report to them. This role is responsible for maintaining and improving customer satisfaction, driving programs to meet its financial goals, and ensuring the reporting team is staffed and supported to meet program goals. The Director, Program Support and Services reports to the Vice President / General Manager of the site.

• Responsible and Accountable of the Programs under their leadership, including the P&L
• Reviews the customer contract and ensures compliance
• Drives improvements to customer satisfaction
• Monitors and drives On-Time Delivery (OTD) performance to meet or exceed site targets
• Uses KPIs to ensure timely customer feedback on all responsible programs
• Drives Programs to meet financial goals
• Strategically manages team members and programs
• Meets or exceeds yearly committed budget goals
• Optimizes inventory to maximize customer support capabilities
• Provides fiscal year inputs for both short and long term (5 year) time frames
• Supports the S&OP meetings and overall process to ensure organization is aware of program needs
• Acts as Key Point of Escalation for all customer accounts
• Acts as Voice of the Customer (VoC) to all internal stakeholders (including outside of the limits of the BU)
• Communicates to customers the commitments of the BU when necessary
• Prepares and executes program progress reviews and executive level presentations as needed
• Successfully manages and resolves difficult or emotional customer situations
• Oversees entry into service plans for new products or new major customer contracts
• Acts as Representative to Customers (Airframers, Airlines / Operators, others)
• Participates actively to the preparation of Conferences, Shows and other major events from the industry
• Present the Company during such events and in front or large audiences
• Assists and Supports the Program Manager to prepare, and attend management level meetings at our main Customers / during their visit to our locations
• Reviews and manages Risk & Opportunities (Risk management, Lessons Learnt)
• Supports site initiatives and activities to resolve obsolescence / obsolete materials and parts
• Monitors program health with responsible Program Managers to identify risks and ensure mitigation plans are in place
• Identifies and acts on opportunities

• Education:
  
  Bachelor's degree required
• Experience:
  
  Typically requires 10-12 years of program management experience in an aerospace environment
• Experience with lean principles and continuous improvement
• Expert knowledge of program management methodologies and proven ability to manage programs
• Computer
  
  Skills:
  
  Proficient with MS Project and Microsoft Office (Word, Excel, PowerPoint)
• Other
  
  Skills:
  
  Excellent communication skills, both verbal and written
• Ability to build and maintain effective relationships
• Ability to analyze & summarize information, financial acumen
• Strong leadership and organizational skills
• Demonstrated ability to handle multiple projects and assignments with attention to detail
• Strong problem solving and organization skills
• Additional Preferred Skills (not required):
  Project Management certification (PMI, PMP, etc.)
• Degree in engineering
• Experience in Product Support or Aftermarket Services
• Experience with LEAN principles and continuous improvement
• Business travel up to 30% likely
• Description:
  
  Mid-level position within field