Senior Director, Operations

The Senior Director, Operations is a senior leadership role responsible for managing the strategy, execution, and quality of the Company’s satellite and terrestrial services to drive customer satisfaction and achieve our business goals.

Requirements

• Develop and implement strategies, concepts, policies, and procedures for the Operations group to support the Company’s business objectives.
• Lead, mentor, and develop the Operations team to foster high performance, accountability, and customer focus across all functional groups.
• Oversee execution of all network operations, service delivery, engineering support, systems management, field services, logistics, facilities management, and trade compliance activities relative to scope, schedule, and budget.
• Direct daily operations and maintenance activities. Provide world class 24x7 customer service delivery through the Global Network Operations and Security Center (GNOSC).
• Manage and maintain the Company’s gateway and teleport infrastructure and steer implementation of customer services across all contracts.
• Guide the engineering, integration, configuration, testing, training, and delivery of all customer services.
• Establish and monitor key performance indicators (KPIs), metrics, and service-level agreements (SLAs) to measure and report on the performance, reliability, and availability of our satellite and terrestrial services.
• Identify opportunities to increase customer satisfaction and long-term value.
• Ensure all Operations group activities meet or exceed customer expectations. Act as a point of contact for escalated issues.
• Continuously analyze and improve Operations group processes, implement best practices, and drive efficiency.
• Build and maintain strong working relationships with internal teams, clients, and other stakeholders.
• Manage Operations group resources, ensure compliance with regulations, and oversee daily activities.
• Prepare and present regular performance reports on operational matters to senior leadership.
• Lead, coach, and manage direct reports. Ensure each employee receives guidance and professional development to succeed in their performance and career goals.