VP, Customer Strategy & Operations

Jeppesen Fore Flight is seeking a dynamic, operationally focused leader to join our team to lead Operations for the Customer Organization, reporting to the Chief Customer Officer (CCO). Successful candidate will lead the team’s operations, driving key initiatives to support our transformation strategy, data and analytics, and forging relationships across Jeppesen Fore Flight to ensure seamless execution and operations.

This is a high-visibility, high-accountability, and high velocity role. The successful candidate will use their emotional intelligence and business acumen to inform strategic priorities and collaborate across the organization to accomplish our big, audacious goals. Jeppesen Fore Flight is at a pivotal moment in our history as we stand up a standalone business and scale our organization globally.

This is a remote position with 25% travel on average; up to 50% during peak periods.

Annual Planning and Transformation Operations

• Partner with the CCO to build the org-wide long range strategic plan, focused on product adoption, revenue retention & growth, and customer value delivery aligned to the company and org strategy
• Lead a team of professionals who support the functional teams within the Customer Organization
• Provide lift to senior leaders where needed on strategic initiatives
• Serve as business lead for Customer Organization in the annual strategic and financial planning process, connecting the various streams of work occurring across all CO functions and partnering with Finance and Revenue Operations
• Identify and manage critical planning decisions, cross-functional dependencies, and any gaps that arise through the planning process
• Partner with Revenue Operations, Sales, and Product on OKR and initiative tracking and progress through the year to support accountability across the business
• Facilitate alignment and collaboration amongst functional leadership teams

Leadership Team Operations

• Establish and manage a management operating system, including an operational cadence for the CCO and the leadership team, overseeing operational rhythms/routines such as team meetings, offsites, monthly and quarterly reviews
• Research, understand, and respond to the needs of Global Customer leaders related to coordination, communication, and reporting to create a cohesive organization (without constraining functional velocity)
• Work with key Finance and Revenue Operations partners to track budget and headcount planning

Communications

• Providing thought partnership and representing CCO in settings where he/she may not be present
• Craft critical communications/presentations for the CCO’s team cascades, speaking engagements, and organization-wide communications for internal and external branding, engagement and alignment
• Build and maintain team-wide communications rituals and content, i.e., monthly newsletter, town-halls, and more, to foster visibility, alignment, and connection
• Develop and publish regular cadence of intra-CO and company-wide blogs and presentations to drive shared understanding of CO strategy
• Lead messaging and teams to execute project/initiative plans

Cross Functional Projects

• Opportunistically run point on cross-functional projects, especially those related to CO organizational & customer health
• Run governance on change management planning for transformation initiatives, including establishing a standardized approach to change management across teams.
• Work in partnership with functional program management teams to execute project/initiative plans

• Minimum 10+ years experience in strategy, operations or program management in a SaaS business
• 2-3 years experience in a high growth SaaS organization
• Management consulting or equivalent experience is required
• Successful track record in building, scaling, mobilizing, and refining strategy and associated programs/initiatives for complex businesses, ideally in a go-to-market function
• Excellent communication and stakeholder management skills, capable of building relationships at every organizational level
• Experienced with organizational design, organizational behavior, leadership development and/or team development
• Meticulous…