About the role

Customer Services Operations Manager leading defence In-Service Support operations at Thales Canada. Driving service transformation, compliance, performance, and organizational transitions.

Responsibilities

Oversee customer service operations and act as deputy to the Director, Services, during absences
Represent the customer services function in internal and external meetings
Develop and implement customer service strategies, policies, and procedures aligned with Thales’ global standards
Coordinate strategic services transformation in Canada based on customer requirements and In-Service Support opportunities
Lead organizational transitions related to new contracts, service expansions, and new In-Service Support opportunities
Report on service performance metrics and areas of concern based on program performance metrics
Assess work volumes and staffing needs to optimize resource allocation
Identify operational improvements, develop action plans, and execute approved changes
Improve service workflows, knowledge management, and communication processes
Support digital transformation initiatives, including automation, system enhancements, and integrated service tools
Participate in financial forecasting, budget management, and cost control
Lead change initiatives, manage communications, and support employees through organizational shifts
Review estimates from various disciplines as a peer in bids, products, and projects
Support internal and external audits and associated action plans
Ensure compliance with internal processes, program requirements, external legislation, security, export-control, controlled-goods, and regulatory frameworks

A minimum 10 years of experience working in a Service environment, including 5 years in the Defence sector or a similar technical, regulated sector
At least 8 years of experience with processes and techniques in an In Service Support environment from asset delivery to disposal
Prior experience presenting and communicating technical information to internal and external stakeholders regularly
Proven ability to lead and influence stakeholders at all levels within the organization
Experience creating process standardization and improvements, liaising with PMO, Supply Chain and Engineering, and supporting skills development and tool deployment
At least 5 years of experience with KPI tracking, data analysis, and reporting
At least 5 years of experience in budget management, including estimating
Demonstrated change management experience in a complex, technical organization
At least 3 years of experience in people management, including performance reviews and hiring
Advanced MS Office Suite skills, particularly Excel including pivot tables, pivot charts, and Power Query
Advanced Power BI skills
Advanced Primavera project scheduling software skills
Positive Controlled Goods assessment required
Must obtain and maintain a NATO Secret-level Security Clearance
Must be eligible or able to obtain authorization under the Canadian Controlled Goods Program and applicable export-control regulations
Ability to work 40 hours per week
Ability to travel primarily within Canada as required

Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program
Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period
Company paid holidays, vacation days, and paid sick leave
Voluntary Life, AD&D, Critical Illness, Long-Term Disability
Employee Discounts on home, auto, and gym membership
Hybrid home/office work arrangement