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Director, Customer Operations

East Syracuse, New York, United States of America
Closing date
30 June 2021
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Job Description:

The Director, Customer Operations is responsible for leadership of customer operations for Saab Inc., products and programs. This individual will have a strong influence in all areas of the business to maintain and advance our focus on long-term product sustainment and its positive impact on business growth. This individual is key to fostering continued business expansion and the capture of future follow-on support business while ensuring top-notch customer service.


Responsible for the operational direction and day-to-day execution of Customer Operations in support of Saab Inc., products and programs. Core functional capability areas include:

  • Technical Manuals & Product Training

  • Customer Service

  • Technical Support

  • Field & Network Engineering

  • Post Delivery Program Management

Liaison with customers to understand their operational needs and long-term objectives. Coordinate with program and product managers to ensure customer operational needs are met, balancing response times, quality and cost. Implement strategies to achieve the requirements and objectives of customers and business areas.  This includes:

  • Driving synergies through the integration of processes amongst business areas that provide value to the customer.

  • Defining and implementing cost, schedule and technical performance measures and mechanisms to monitor performance of all customer operations functions.

  • Driving consistency in cost collection and performance measurement to improve our understanding of the cost of all customer operations activities.

  • Developing, mentoring, and leading a diverse employee base; hiring and retaining exceptional talent ensuring readiness to execute customer operations strategies.

  • Providing influence and guidance across business areas and organizations to continuously advance life cycle management integration and value recognition.

  • Leading the growth of a functionalized business area to meet all the customer operations needs of the broader business.

  • Collaborating with business development to lay the groundwork for customer’s aftermarket support solutions.

  • Supporting proposal development efforts for the business areas.

  • Planning, prioritizing, and managing all customer operations-related investment, capital, and overhead financed activities.

  • Anticipating potential risks to the customer operations business, developing corresponding contingency plans, and managing important unplanned events

  • Being a voice for the customer within Saab Inc., and striving to make their experience with our products overwhelmingly positive.

Skills and Experience:


  • Bachelor’s degree in an engineering, business, or related technical discipline with 15+ years of related experience, including 5+ years of management experience.

  • Master’s degree preferred.

  • Equivalent combination of education, training and experience considered.

  • Strong leadership, organizational management, and planning skills.

  • Strong communication and team building skills.

  • Strong influencing skills in a highly matrixed environment.

  • Successful working in a dynamic, fast-paced environment.

  • Solid strategic planning and implementation experience.

  • Proven ability to successfully plan and manage operational budgets.

  • Proven ability to pivot quickly to address business needs.

  • Possess the highest levels of leadership integrity, openness, compliance, and honesty in all business interactions.

  • Must have, or be able to obtain, a secret security clearance

Saab, Inc. provides an excellent working environment offering professional growth opportunities, competitive wages, comprehensive benefits, tuition reimbursement, work/life balance, business-casual atmosphere and paid holidays.

Must be a U.S. citizen. Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.

As a condition of employment, candidates will be required to participate in a background check that will include, at a minimum, a criminal record check, education and employment verification.

About Us:

Saab is a global defense and security company operating in the fields of air, land and naval defense, civil security and commercial aeronautics. We number approximately 17,000 employees and have operations on all continents. Technologically we are leaders in many areas, and one-fifth of our earnings are spent on research and development.

Saab is a company where we see diversity as an asset and offer unlimited opportunities for advancing in your career. We are also a company that respects each person’s needs and encourage employees to lead a balanced, rewarding life beyond work. Saab values diversity and is an Equal Opportunity/ Affirmative Action employer. All qualified individuals are encouraged to apply and will be considered for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, age, veteran, disability status, or any other federal, state, or locally protected category.