Customer Service Manager leading teams, KPIs, and order - to - cash improvements. Supporting Prollenium’s Canadian medical - device and dermal - filler operations.
About the role
- Customer Services Operations Manager overseeing defence customer service operations and In-Service Support transitions at Thales Canada. Deputizing for the Services Director and driving performance, compliance, and process improvement.
Responsibilities
- Oversee customer service operations and act as deputy to the Director, Services, when required
- 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 and own strategic services transformation in Canada based on customer requirements and In-Service Support opportunities
- Plan, coordinate and implement 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 through 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 Thales processes, program requirements, external legislation, security, export control, controlled goods and regulatory frameworks
- Liaise with PMO, Supply Chain, Engineering and other internal stakeholders
- Support skills development and tool deployment for the Services organization
Requirements
- A minimum 10 years of experience in working in a Service environment, 5 of which are in the Defence sector or 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 on a regular basis
- Proven ability to lead and influence stakeholders at all levels within the organization
- Demonstrated 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
- Positive Controlled Goods assessment
- Required to obtain and maintain a Security Clearance at the NATO Secret Level
- Eligibility or ability to obtain authorization for access under the Canadian Export Control List, Canadian Controlled Goods Program, Canadian Industrial Security Program, ITAR and/or EAR
- Advanced user of MS Office Suite, particularly Excel including pivot tables, pivot charts and Power Query
- Advanced user of Power BI
- Advanced user of Primavera project scheduling software
- Ability to work 40 hours per week
- Ability to travel as required, primarily within Canada
Benefits
- 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
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