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Director, Customer Support Business Transformation

Date: Jun 15, 2022

Location: Savannah, GA, US

Company: Gulfstream Aerospace Corporation

Director, Customer Support Business Transformation in  GAC Savannah

Unique Skills:

The successful candidate will be instrumental and lead the complete overhaul and refresh of the Customer Support business technology backbone.


As of member of Customer Support President’s direct report line, work with Leadership to create and deliver the business process and technology transformation strategic initiative plan.  In this role, there will be a heavy focus on institutionalizing initiatives for identified high-impact Customer Support business technology solutions and use cases. The successful individual will work closely with stakeholders, functional support; and project managers to understand and maintain focus, including identifying critical metrics and milestones; and deliver actionable insights to relevant decision-makers, while ensuring solutions are being implemented that improve Customer Support capabilities, performance, and success.



Education and Experience Requirements

Bachelor's Degree Business, Technology or related discipline required. Master's Degree preferred. 10 years progressively responsible business technology, continuous improvement, customer service, finance, or operations positions and demonstrated leadership ability with at least 4 years managing professional employees.

Position Purpose:

Responsible for effectively identifying, developing, implementing, monitoring, and managing all processes, procedures, and operations related to business process development, documentation, improvement, measurement, and standardization across all Customer Support departments and locations. Responsibilities include business technologies, continuous improvement, industrial engineering, lean/six sigma, and related project management. Select, motivate, train, and direct staff to ensure efficient and effective fulfillment of all functional duties. Develop complex strategies and communicate plans, issues, and results to all internal and external stakeholders including employees, peers, leadership, network partners, service providers, and end customers.

Job Description

Principle Duties and Responsibilities:

Essential Functions:
  1. Advocate for change management, continuous improvement, cross-functional collaboration, process standardization, and transformative technology.
  2. Increase employee effectiveness, efficiency, and engagement to improve overall business unit productivity.
  3. Engage and participate with both customers and key leaders across the business unit to identify needs, develop plans and priorities, and organize resources to achieve overall business unit goals.
  4. Create, align, communicate, and execute process and systems strategies and initiatives across multiple departments and sites.
  5. Consolidate, direct, and deliver all business technology resources and initiatives assigned to/from multiple departments and sites.
  6. Develop and deliver detailed project plans, resource requirements, and tracking mechanisms to achieve business unit plans and priorities.
  7. Document, standardize, refine, and audit key business metrics, processes, reports, transactions, and work instructions.
  8. Deploy training, tools, methodologies, and metrics to expand and evolve application of continuous improvement, lean, problem-solving, and six-sigma across multiple departments and sites.
  9. Develop and maintain collaborative strategic relationships with critical services and technology partners.
  10. Anticipate, identify, and advocate for emerging transformative solutions and technologies.

Perform other duties as assigned.

Other Requirements:
  1. Familiarity with implementing and sustaining modern application development, business analytics, customer collaboration, demand forecasting, part replenishment, and service operations with applicable data management concepts, practices, and standards required; SAP experience preferred.
  2. Familiarity with continuous improvement strategies and tools (including Lean Manufacturing and Six Sigma) to automate and streamline labor, material, process, and data flow required.

A credit history check from a national credit bureau will be conducted for all candidates for this position including new hires and current employees seeking promotion or transfer.

Additional Information

Requisition Number: 195734

Category: Service Center

Percentage of Travel: Up to 25%

Shift: First

Employment Type: Full-time

Posting End Date: 07/27/2022 


Equal Opportunity Employer/Veterans/Disabled.



Gulfstream does not provide work visa sponsorship for this position, unless the applicant is a currently sponsored Gulfstream employee.


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Gulfstream Aerospace Corporation, a wholly-owned subsidiary of General Dynamics (NYSE: GD), designs, develops, manufactures, markets, services and supports the world's most technologically-advanced business jet aircraft

Nearest Major Market: Savannah

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