Head of Customer Operations

At PLEXSYS, our teams design, build and deliver Live, Virtual, and Constructive (LVC) innovation and training solutions to customers around the world. With over 200 employees in seventeen states and four foreign countries, we contribute our success to enabling better training…everyday…across the globe.

As an employee of PLEXSYS, you’ll find a culture that empowers you to achieve your professional objectives, give your personal best, and work with other highly passionate individuals. Our core values of integrity, excellence, teamwork and agility drive our daily decisions, identify our focus areas, and inspire our organisational culture.

The Head of Customer Operations will work directly for the Director, PLEXSYS UK. The Head of Customer Operations is expected to be fluent in the field of Modelling and Simulation (M&S) and current operational training. They will be expected to work with, and support other directorates to help grow the business globally. Under the oversight of the Director, PLEXSYS UK the Head of Customer Operations is a multi‑faceted role.

In your role, you will be representing PLEXSYS UK, while interacting with both internal and external customers of PLEXSYS M&S software products, services and systems. You are responsible for managing several different areas of Customer Operations including, but not limited to, Operations Subject Matter Experts (Ops SME), Project Managers (Proj Mgr), Training Delivery & Services teams, alongside PLEXSYS site support staff across the EMEA region.

You will develop strong customer relations and be the focal point for PLEXSYS UK for all of our customers; you will also be expected to deputise for the Director in periods of absence.

You will be an innovative self‑starter able to show initiative and be a team player who can help develop concepts and solutions to meet our customers’ challenges. Your strong communication and leadership skills will allow you to work effectively with other PLEXSYS Business Units, customers, subcontractors and business stakeholders to ensure that PLEXSYS continues to deliver excellence to our broad customer base.

• Manage and lead all assigned teams
• Have expert level knowledge on all our products
• Be an ambassador for PLEXSYS globally
• Work with the Training Services Manager to develop new opportunities and expand our service delivery portfolio
• Maintain PLEXSYS’s reputation for delivering excellence and build strong customer relationships
• Engage with stakeholders, project managers and senior technical staff to ensure customer and business needs are satisfied appropriately and problems are mitigated
• Responsible for the development and delivery of all service‑related products
• Understand regional customer requirements and work with the Senior Ops SME to ensure these are articulated across product and engineering support
• Assist with PLEXSYS business development and interact with customers at trade shows, industry events, workshops and webinars
• Ability to represent PLEXSYS in a professional manner during presentations and ability to conduct in‑depth presentations of PLEXSYS products and services, in person and on‑line
• Demonstrate organisational, project leadership, decision‑making, human relations and communication skills
• Work closely with PLEXSYS UK Leadership Team and assist with functions of the UK operations, as required
• Special projects and other duties, as required
• Ability to travel of up to 30% of the time

• Bachelor's degree in a related field, or equivalent number of years’ experience
• Previous experience working in the MoD or knowledge of MoD operations
• Proficiency with Microsoft Office products such as Word and Excel
• Experience in managing diverse teams, client relationships, client expectations and project timelines
• Strong Communication skills (written and verbal)
• Experience of the concepts and principals underpinning Live, Virtual and Constructive systems for Training or Test and Evaluation.
• An efficient, structured approach to status reporting to a range of stakeholders
• Proven multitasking ability;…