Director - Customer Quality & Operational Excellence - Gogo - Itasca

Job description
Almost as revolutionary as air travel itself is the ability to get online, in air. Gogo has made this technological dream a reality. Not even George Jetson could have seen this coming. Gogo employees are at the forefront of a revolution. Infusing air travel with a sense of excitement and possibility that hasn’t been seen since the Wright Brothers and the Pan Am air hostess. Simply put, Gogo is redefining the way people fly. We can’t offer you more legroom or silence crying children, but we can keep people connected and entertained for hours. To be sure, we’re proud of our accomplishments, but our employees are our greatest source of pride. It’s our talented team that defines the thrilling new experiences Gogo will bring to tomorrow’s travelers. Working at Gogo, you’ll be asked to think outside the box, think next to the box, and even ponder smashing the blasted box. Our team is transformative, dynamic and enthusiastic.



If you have even the slightest desire to be part of something this different and innovative, to be inspired daily and applauded like a rock star… give us a call.
Director, Analytics & Operational Excellence, will be responsible for deep dive analytics, centralized management of internal and external operational KPIs and scorecards, and identification of high impact opportunities driving operational excellence. Lead identifying and sizing opportunities for operational efficiency, cost reductions and customer quality and satisfaction. Support improved business decisions across technology launch & deployment, operations, product performance, support and maintenance functions through the use of data analytics. You will partner with cross functional teams and be the driver of fast, accurate and actionable insights. As improvement opportunities are identified, working cross functionally, you will create a governance structure for centralized tracking of these projects and the expected impact. You will maintain dashboards and scorecards and lead special assignments for deep dive analysis of data trends. In this role, you will have strong interface to operations, technology, monitoring, supply chain, maintenance, and airline account teams. You will also partner closely with the finance organization to identify cost reduction and efficiency opportunities. This will be a key leadership role within the Gogo Commercial Aviation business, and successful candidate will have very strong analytical and leadership skills with ability to manage a small team and work across organizational lines.

Responsibilities:
Understand operational opportunities, scope current state and baseline key performance metrics
Identify and size business opportunities for improvement through analytics and KPI tracking (primary areas of impact in efficiency / cost reduction and airline customer satisfaction)
Lead cross-functional teams where needed to leverage various points of data ownership across the business
Reengineer existing processes as necessary to incorporate new and improved data collection frameworks
Set up on-going reporting and tracking dashboards to continuously monitor impact (both internal and external customer reporting)
Develop and maintain a centralized process for tracking top improvement projects being led across different functions
Lead cadence for regular cross functional project reviews and executive readouts

Requirements:
MBA, MS in Mathematics, Statistics, economics or other related fields is required.
Knowledge and proficiency in Six Sigma methods is a plus.
Strong project management and experience of people management required
Prior experience in operational role is a strong plus
Prior experience in aviation or airline industry is a strong plus
Hands-on experience in analysis of operational and financial data is required - proficiency in analytical and statistical tools and methods
Must be able to demonstrate a pattern of success in using structured and analytical methods to solve business problems and deliver significant business value
Flexibility and ability to manage multiple assignments in a fast paced environment and prioritize work items appropriately.
Ability to clearly communicate to a wide variety of audiences, specifically senior management
Familiarity with industry leading database and BI tools and systems
Strong consulting skills
Dynamic – seeks accountability in a fast paced business environment and thrives on innovative problem solving

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