Supervisor, Customer Excellence CRM Operations

Position Summary

Supervises a cross functional team focused on integrated Solutions; Driving Customer Centric Changes; streamlining communication with customers, working on Cross Functional Process Improvements; making sure Information is readily available for internal and external customers when needed enhancing Customer Experience ensuring full adherence to Business Processes and Governance, Compliance and Finance regulations.

JOB RESPONSIBLITIES

• Provide visionary leadership and strategic direction to build and develop the support and services team within CRM Operations Processes
• Recruit, onboard, and mentor a diverse team and foster a collaborative and inclusive team culture that promotes innovation, accountability, and continuous learning.
• Drive efficiency improvements and cost-effective solutions to maximize customer satisfaction, reliability, and operational readiness.
• Oversee all aspects of CRM Customer operations specific to EIS Entry into Service, Account Governance, Account Set Up systems, Financial Governance Accounts Receivable Mgmt., Customer Disputes, Concessions Mgmt. and Customer Experience always focusing on workflow optimization, scalable Growth and resource allocation for CX projects.
• Act as a primary point of contact for escalated customer inquiries and resolution of complex service issues, ensuring timely response and adherence to our policies.
• Champion a customer-centric approach by proactively addressing customer feedback and driving continuous improvement initiatives to meet the strategic goals.
• Maintain a deep understanding of Compliance processes and Services Support processes inside CRM operations.
• Collaborate closely within CRM departments, Sales, Customer Account Managers and Business development teams to incorporate customer feedback and drive innovation in CX focusing integration and optimization.
• Establish clear performance metrics, key performance indicators (KPIs), and service level agreements (SLAs) specific to Customer Operations processes, with a strong focus on Ease of doing business, measuring team performance and service effectiveness.
• Analyze performance data, identify trends, and implement corrective actions to optimize service delivery.
• Build strong relationships with internal stakeholders.
• Ensure the engagement of all necessary resources and lead the integration among areas inside S&S business unit, other Business Units and Corporate areas to follow.
• Liaise with business to assure alignment with P3E objectives and methodology.
  
  

Education

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

• Bachelor's Degree required, desirable major in Business / Law / Accounting / Finance or related.
  
  

Experience

• A minimum of 2 years of experience in leadership position.
• Ability to influence stakeholders and work closely with them to determine acceptable solutions.
  
  

Knowledge, Skills & Abilities

• Excellent communication skills, and ability to successfully liaise at all levels of the organization as well as with external parties.
• Excellent understanding of the organization’s goals and objectives.
• Ability to effectively prioritize and execute tasks while under pressure.
• Strong customer service orientation and ability to work in a multi-cultural environment.
• Critical Thinking and negotiation.
• Knowledge of financial / accounting principles.
• Knowledge of Six Sigma skills, Lean, Kaizen, process management, change management.
• Fluent English required, other languages are a plus like Portuguese, Dutch, Spanish, etc.
  
  

Working Conditions / Environment/ Special Requirements

• Ability to work in a safe professional manner adhering to all regulatory requirements including, OSHA, EPA, State and Federal regulations.
• Ability to work flexible hours if required.
  
  

GENERAL COMMITMENT FOR ALL EMPLOYEES

• Commitment to company values and complies with department norms, policies, directives, and procedures.
• Incorporates Lean and P3E processes and concepts into daily activities.
• Honors and protects confidential and proprietary documents and information.
• Satisfies work schedule requirements.
  
  

The job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required by the employee. Performs other duties as assigned.

Embraer is an Equal Opportunity Employer.