Senior Manager, Service Contract and Warranty

Role Overview:
Join a dynamic, high-impact team at the heart of managing key customer accounts and driving operational excellence within ATA 3. This is a unique opportunity to lead a talented group of professionals in a fast-paced environment, working on critical initiatives that directly contribute to the success of ATA 3, while collaborating with cross-functional teams to shape the future of our customer order management strategy.

As the Order Management Senior Manager, you will report to the ATA 3 General Manager and oversee a skilled team of Service Contract & Warranty Administration experts. You will be responsible for guiding short to mid-term tactical and operational plans, advising on policy implementation, and developing recommendations for process improvements. In addition, you will serve as a key consultant on contractual rights and obligations and act as a liaison with other departments-including Supply Chain, Asset Management, Finance, Order Closure, Program Management, and the SAP team-to ensure seamless customer satisfaction and operational alignment.

Primary Responsibilities:

• Demonstrate proven leadership experience and motivate the team to inspire and drive an outstanding customer experience.

• Direct administrative and operational tasks needed to support revenue growth, productivity, and exceptional levels of customer satisfaction.

• Continually review and determine the appropriate distribution of accounts, orders, and workload among team members to ensure appropriate coverage at all times.

• Identify opportunities for improvement in processes, procedures, or personnel, and implement a plan of action.

• Act as a coach/leader/mentor and provide Order Managers with the appropriate training, tools, direction, and motivation that enable their success.

• Serve as the primary escalation point for customer issues.

• Prioritize and manage multiple, diverse projects with minimal supervision.

• Supervise, coordinate, direct, and monitor Order Management team activities to ensure prompt, courteous, and accurate responses are provided to external and internal customers.

• Improve customer service results by studying, evaluating, and redesigning processes establishing and communicating department metrics monitoring and analyzing results implementing changes, and troubleshooting in SAP.

• Develop metrics and automated reports to measure the growth and performance of the team.

• Develop a capacity model to forecast a resource plan.

• Hire, develop, mentor, and coach the team with a focus on not only empowering Order Managers to resolve customer communications but also helping support their career aspirations.

• We will provide the training, coaching, experience, and exposure you'll need to build relationships and grow in your career.

Basic Qualifications:

• Bachelor's degree and 12 years of relevant experience OR

• Advanced degree and 10 years of relevant experience OR

• In absence of a degree, 16 years of relevant experience is required.

• Possess excellent written and verbal communication skills.

• Possess strong organizational and time management skills.

• Requires strong analytical skills and attention to detail.

• Must be flexible and able to adapt to change self-driven and motivated able to prioritize and work independently.

• Ability to manage multiple priorities, complex situations, a diverse team of employees, and customer requirements on an ongoing basis.

• Strong work ethic.

• Proficient in Microsoft Office (Word, Excel, PowerPoint, etc.).

Travel Requirements: 30%

Preferred Qualifications:

• Working experience in SAP

• Supervisory experience

• 3-5+ years of experience in commercial aerospace in a customer service, administration, program management, finance, or engineering role