Director - Customer Care

The Director Customer Care, is a key member of ViaSat's Global Enterprise and Mobility team, which helps deliver and maintain ViaSat's best-in-class "ViaSat In-Flight Connectivity (IFC)" services to our Commercial Airline and Business Aviation customers. This position will lead our Learning and Development, Passenger Care and Data Analysis support team and plays a critical part in the launch of new customers. This position plays a key role with onboarding of new airlines utilizing our 24/7 Passenger Care organization for resolution of customer issues as well training of the Viasat systems to airline personnel. Finally, this position will support our Data Analysis efforts to ensure we are measuring, tracking and building Key Performance Indicators across the Service Delivery and Support organization.

Verbal and written interaction with airlines is frequent and must be delivered professionally. This position interfaces with internal and external stakeholders and must be able to communicate effectively with diverse audiences including engineering teams, program management, customers, and third-party partners & suppliers. This position requires contributing to shared knowledge of documentation and may require travel to other ViaSat offices, customer locations, and airline locations up to 25%. The ideal candidate will have a background in managing call center operations or experience with training of airline maintenance personnel. The critical nature of the work requires good judgment, initiative, and specialized expertise to understand problems and develop recommended solutions.

• Manage call center operations responsible for supporting airline customers who are having system issues with logging onto the Viasat inflight entertainment systems.

• Work with internal and external Subject Matter Experts to validate and maintain accurate processes and content

• Manage the training team who is responsible for designing and developing training courses utilizing effective methodologies to organize the content and flow of information

• Work within the team environment smoothly and efficiently to contribute to the overall success of the team in deliverables and customer satisfaction

• Establish and maintain solid working relationships with internal resources, airline partners and third-party vendors

• Work with marketing teams when needed to develop strategies and campaigns specific to the provided support of the Customer Care team

• Daily/Monthly/Quarterly analysis of overall customer activities

• Maintains safe, secure, and healthy work environment by following standards and procedures.

• Manage a staff of operational direct reports with all administrative functions

• Perform other tasks as assigned by the Sr. Director Service Delivery and Support

• At least 3-5 years of leadership experience in a call center or airline training environment required

• Experience hiring, training, and leading support teams for medium to large organizations in both business to business and business to consumer markets

• Experience implementing and measuring support KPIs and leading teams to a high degree of customer satisfaction

• Experience developing presentations and documents using Microsoft Office and Adobe Acrobat

• Familiarity using eLearning development tools such as Articulate Storyline 360, Captivate, and Adobe Creative Cloud is preferred

• Highly organized individual with excellent written and verbal communications skills

• Understanding of workforce management and resource scheduling, support workload forecasting and reporting

• Expert collaborator at all levels and gather support from internal subject matter experts, executives and maintain a high morale in the support team

• Bachelor's Degree, preferably in technology or business

• Ability to travel 25%

• Understanding of aviation maintenance manuals and reliability programs, and interpreting FAA regulations is a plus

• Must hold a valid Passport and have the ability to travel internationally