US Semicon Operations Manager

Overview

Primary Focus: To manage and iteratively improve the performance and capability of the Semicon Operations team at Airspace. You may accomplish this through the execution of strategic initiatives, monitoring and managing individual and team performance while improving the professional and logistics capability of supervisors and experts, handle high-level personnel issues, ensure new or existing processes are in adherence to ISO and TSA compliance standards and evaluate team scheduling / review time off requests.This role is responsible for management of both the Intra-US Semicon and US INTL Semicon operations teams.

Importance of role:

This role is a player-coach role, and thus will be responsible for leading, executing, and ultimately operating as a key contributor to the overall success and long term growth of the Intra-US and INTL US-based operations team. While a focus of this role is service improvement initiatives, this individual is also accountable for operating live orders and supporting the team in accordance with business needs and ensuring that service levels are maintained regardless of callouts, peak volume periods, etc. Additionally, servicing high value shipments and interfacing with customers periodically will be mandatory. 

Primary Responsibilities:

• Drive Team Growth and Development

Monitor the performance of the team in aggregate, at an individual level, and of supervisors and experts capabilities and performance trends Use data to identify trends in common errors or knowledge gaps and develop actionable solutions to improve in these areas

• Facilitate the training for Semicon operations new members joining the team, or supervisors/experts for general operations as requested by general operations management
• Effectively implement new processes and procedures, and leverage Team Leads/Supervisors as accountable parties for execution 
• Prioritize and manage the timely completion of week-to-week/month-to-month priorities of team leads
• Report to Senior Management on service level KPIs and projects focused on improving service levels and capabilities 

Personnel:

• Hold bi-weekly 1-on-1s with supervisors and experts
• Review and analyze direct report performance trends and set aggressive, yet achievable metric-based goals for their teams
• Hold monthly skip level 1-on-1s with all operation specialists, discussing current initiatives and upcoming releases
• Conduct quarterly review of OS performance metrics and tailor improvement plans around individual needs
• Collaborates with HR and Ops Personnel Team to conduct interviews during recruitment process as needed

Cross-Departmental Collaboration:

• Account Management / Revenue - Work with Operational Key Account Managers to approve/adjust SOPs, flag operational concerns on client requirements, brainstorm/collaborate on scalable operational solutions, and implement solutions as required by the team
• Network Team - Collaborate with network to design solutions that fit the client’s needs during the deployment/onboarding process

Quality Assurance - Collaborate with Quality Assurance to help close pending issues/investigations off by implementing and documenting processes as required based on QA’s individual process per client (e.g., FTA/ILMs for Intel, CAPAs/Shipment Reviews for traditional clients)

• Product Team - Test potential tech improvements/releases for feasibility and long term reliability, flag system glitches to our product team utilizing proper channels based on impact/urgency and supporting the operations team with training material for new product releases
• People Team - discuss any outstanding personnel issues or concerns to ensure full team alignment

Additional Responsibilities:

• PTO planning, approval & communication
• Run Semicon Ops meetings from start to finish; Build the deck by adding core ops content. Collaborate with supervisors/leads/experts on content that needs to be included
• Collaborate with other managers and providing senior managers with updates on any preassigned Operational OKRs (with director as the primary sponsor)
• Personnel Issues & collaboration (including People Team where necessary)
• After identifying negative trends in overall operational KPIs (e.g. OTD, SF%, etc.), recommend process improvement projects & implement them to remedy negative trends in overall operational KPIs
• Create roll-out plans to implement new processes & lead supervisors/leads to engender high adoption rates
• Collaborate with AM & Network on adding pertinent updates directly to any Semicon Ops Meeting slides with enough time to complete the deck. Guide them to present the correct info about the account/opportunity (if attending, otherwise Operations Manager will be responsible)
• Attend client QBRs to help close the gap between Airspace & clients. Helps other Airspace departments better understand client/partner needs
• Create internal facing decks from scratch
• Competently pull metrics from looker
• Build basic tables with calculations in GSheets/Looker

Compensation:

• Salary range $80-90K 
• High-quality health, vision and dental care plan options
• 401K company contribution program (after 90 days)
• Professional training and education reimbursements

Salary : $80,000 - $90,000