The Vice President of Customer Operations is responsible for customer operational activities and to be an entrepreneurial leader of teams which enhance key customer partnerships and identify new business opportunities within customer base. This leader will have proven aptitude to manage P&L, build high-performing teams, build consensus, resolve conflict, solve tough business problems, roll-up sleeves and aggressively drive customer performance and contract adherence. Advanced knowledge and expertise of general business and customer management. A very high degree of cross functional business process knowledge is required.

This position will be covering multiple locations, including people management, employee engagement and strategy deployment across all facilities, overseeing customer contracts, staff, and customer relations; create and communicate organizational vision; and develop/monitor budgets, profit and loss and alter strategies according to circumstances.

The Vice President will assume final responsibility to ensure unity of purpose and fulfilment of the Company's mission throughout the region, by regularly analyzing and appraising the effectiveness of the leadership teams, customer performance, customer site locations and processes; and re-align these resources, as necessary. All efforts are to be carried out with the highest of business ethics, a strong vision of focus, consistent philosophy of customer service excellence, a cohesive culture of quality, and a dedication to Incora's mission of securing a recognizable market share advantage.

Essential Duties and Responsibilities

• To lead cross functional business activities in line with agreed strategy, policy and financial targets to ensure consistent growth and improvement in the business metrics to maximize value.
• Provide leadership for collaborative, higher performing teams. Inspire, empower, and motivate while pairing business and revenue objectives with appropriate growth initiatives.
• Collaborate across all internal functions to ensure the highest level of customer service is demonstrated to support customer contractual requirements.
• To lead the management of the external image and perception of the businesses through strong customer service and relationships, ensuring the business is seen as class leading in the area.
• Work with EVP to establish standards, policies and procedures for budgets, business plans and strategies.
• Drive and execute tactical planning within customer base. Direct activities within region to ensure that company revenue goals and objectives are achieved quarter over quarter and year over year.
• To grow the business profitably by identifying key growth opportunities and by ensuring cost effective fit for purpose organization that can deliver results. Accurately and consistently forecast monthly, quarterly, and annual revenue numbers for assigned customers.
• As requested, participate in acquisition and growth activities, as well as divestitures of plan assets, including investigations, evaluations, and negotiations, in accordance with objectives and plans established by the Company.
• Maintain consistent communication and direction with senior team members, driving maximum productivity and quality of processes, systems, and procedures.
• Compile periodic executive-level reports on customer contractual performance.
• Develop organizational and divisional Key Performance Indicators (KPIs), communicating clear, meaningful, and obtainable goals.
• Build teams and motivate staff to exceed goals.
• To manage the internal image and perception of the businesses through strong management, service and relationships ensuring core values and behaviors are rigorously applied within the business.
• Authorize and oversee the lease, purchase, disposition and maintenance of properties, equipment, supplies, and resources related to on site customer facilities.
• Oversee and enforce TQMS processes, procedures, work instructions, facility, equipment, and data security; and initiate internal auditing and process improvements, through divisional directors or managers, as required. Fostering a culture of Continuous Improvement.
• Maintain a current knowledge and ensure all regional directors, and managers under their direction, are knowledgeable of employer responsibilities, enforcing and upholding current Federal and State labor laws; Wesco employment, safety, and security policies; and that Wesco's Code of Conduct is clearly communicated, understood and practiced in all forms of business behavior.
• Prepare effective and timely performance evaluations, conduct reviews, administer salary adjustments, promotions, or disciplinary actions, and facilitate additional training or mentoring as, needed and in accordance with budgetary restrictions and compensation policies.
• Travel as necessary to meet the essential duties of the job.

Essential Competencies

• Building Customer Relationships
• Compelling Communication
• Strategic Influence
• Driving Execution
• Financial Acumen
• Cultivating Networks and Partnerships

Education

• Master's Degree in Business Administration or related field and 10 years relative industry experience; or a combination of relevant education, within the aerospace parts industry, with a minimum of 10 years high-level leadership experience

Experience

• Proven ability to manage customer service at an executive level

• Proven ability in strategic planning and execution of major organizational or operational changes

• Proven experience and ability in formulating policy, and developing and implementing new strategies and procedures

Qualifications

• Strong ability to analyze, interpret and utilize operational and financial data to make appropriate and effective business decisions

• Ability to strategize and organize plans, people, and resources to successfully implement and execute programs and systems to reach the desired goals

• Excellent ability to direct and oversee multiple major projects and organizational changes simultaneously, with success

• Strong ability to analyze and interpret product specification requirements, industry standards and statistical data to maximize customer service

• Excellent customer service skills with the ability to deal tactfully, professionally, confidently, and ethically with both internal and external customers