Product Implementation and Operations Manager

**Collins Aerospace**, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for global aerospace and defense. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.

Our Connected Aviation Solutions (CAS) business advances information management solutions for commercial and military customers across the world. That means we are helping passengers reach their destination safely.

Within the CAS business we connect aviation community stakeholders and airlines with intelligent data service solutions to enable the connected aviation ecosystem. Are you ready to learn from the most knowledgeable experts in the industry, develop the technologies of tomorrow and reach new heights in your career? Join our CAS team today.

**Role Overview**

The **Asia Pacific Product Implementation and Operations Manager **is responsible for the implementation and operational support of products /services across Asia Pacific. These services include but are not limited to:

- Networks and Connectivity Solutions
- Platforms, Applications and Analytics
- Enablement Products

As the business grows and expands, there may be additional services added to the regional portfolio.

Reporting to the Head of APAC Product Delivery and Support, this position will be based in Singapore. Performs a Team Leader function where he/she will be leading a team of multi-disciplined technical personnel to drive success within the department.

The role requires close collaboration with the regional Project Management team, Program Management team, Sales team, partners and vendors in APAC, global engineering teams to deliver outstanding customer service.

**Responsibilities**
- Timely deployment of products and services across APAC - oversees the implementation tasks in the team, collaborates with product managers, internal engineering teams, shared services teams, and partners / subcontractors etc.
- Manages multiple customer facing implementation projects/tasks simultaneously
- Incident Management - ensures SLA compliance, interfaces with customers and internal teams, providing support to the Global Service Desk in information gathering, root cause analysis and preparing reports for customers
- Operations support - works closely with customers, our Global Service Desk, internal technical teams, account managers, product managers to ensure quality support
- Customer satisfaction - works closely with customers conducting regular service reviews, obtaining customer feedback / pain points, providing information about our products / services
- Development of materials for customers to address enquiries and ensure quality customer service
- Maintains knowledge of Collins organization and products to provide the appropriate information and support to customers
- Provides meaningful reporting to Head of Department in a timely and effective manner
- Supports the Head of Department in creating a culture of high achievement and excellent customer satisfaction instrumental to our success
- Deploys best practices to achieve operational excellence and continuous improvement

**Job Requirements**
- 10+ years technical experience with airline operations or in the aerospace industry
- Degree in Engineering / Computer Science or equivalent professional qualification
- Proficiency in MS Visio, MS Excel, MS Word, PowerPoint
- Strong team leadership skills
- Effective prioritization and time management skills
- Excellent verbal and written technical communication skills
- Strong interpersonal and customer relationship skills

**Preferred Qualifications**
- Project Management Professional (PMP) / Agile or equivalent
- CCNA/ITIL Certification
- Experience in aviation Datalink and/or ground communication networks
- Familiarity with BI tools, data analytics
- Proficiency in tools such as ServiceNow, Smartsheets

**Collins Aerospace Diversity & Inclusion Statement**:
Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.