Sr Manager, Enrollments

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a "SaaS plus" model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,600 employees in 14 locations around the world.

CAMP's relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio.

Job Summary:

The Sr. Manager of Enrollments is responsible for leading a diverse team of Enrollments Analysts and Operations Specialists in all aspects of enrollments services delivery. The Sr. Enrollments Manager takes an active role championing the customer experience by assuming full accountability for the execution, management and reporting of key business performance measures in the enrollments space. In addition, the Sr. Enrollments Manager is expected to drive key business initiatives across their team, as well as the broader organization to promote business vision and cohesion.

Responsibilities:

* Provide leadership, direction, and execution of the strategic vision of CAMP AHM enrollments and drive key infrastructure and organizational initiatives.

* Translate executive enrollment strategy and vision into an enrollment roadmap and project plans; maintain overall responsibility for the management of daily enrollment team cohesion and processes.

* Develop and implement strategies to meet team and organizational goals; focus on efficiency, and enrollment excellence; constantly identify opportunities to automate and innovate.

* Leverage data and insights to identify opportunities and analyze issues to improve the speed, quality, efficiency, and effectiveness of existing enrollment processes with an emphasis on customer experience.

* Motivate and coach employees towards enrollment excellence, setting overall performance goals and expectations, providing training and development opportunities.

* Demonstrate effective employee communication, create, and conduct effective performance management plans.

* Maintain a deep understanding of enrollment and service processes, relevant technology, and a customer-centric mindset in all aspects.

* Challenge and support team members and internal/external service partners / customers to meet defined service level agreements and quality standards as well as identify improvement opportunities.

* Manage relationships with internal/external partners and customers, ensuring an escalation level and, if necessary, arbitration in the event of significant performance deviations.

* Monitor overall customer support and satisfaction; propose and implement action plans with relevant stakeholders to improve and/or sustain service standards.

* Undertake periodical account reviews, maintain, and report on established operational metrics and service levels.

* Demonstrate an analytical data-driven approach to making decisions, evaluating issues, and developing solutions.

* Support product owners and relevant departments in improving customer experience with innovative ideas, studies, and feedback from customers.

* Collaborate closely with operational managers across CAMP to standardize enrollment processes to provide improved and sustainable customer service to CAMP customers.

* Other managerial duties as needed/required.

Requirements:

* Bachelor's degree and/or 5+ years of relevant experience; preferably in aviation industry

* Proven success in managed services; aviation and aircraft management industry experience are preferred

* Previous experience in successfully managing a large team in a fast paced and dynamic environment.

* Prior experience in strategic/project/Lean management and business development.

* Expert knowledge of process optimization methods

* Customer focused mentality - relentlessly driving the customer centric operation

* Problem solving - strong analytical and numerical skills, ability to translate data into operational management decisions

* Manage complex problems / data into simple insights and communicate them effectively

* Strong attention to detail, organizational and multi-tasking skills are a must

* An exceptional listener who hears the details of customer feedback; proven ability to listen, extrapolate information and analyze to effectively provide solutions to the customer

* Ability to effectively learn technical products, services and solutions and readily apply new knowledge; ability to quickly grasp technology platforms and help others embrace behavioral change

* Experience working with all levels of an aviation organization

* Set and continually manage project expectations with team members and other stakeholders

* Strong written and verbal communication skills

* Ability to travel, as required (25%)

* Ability to work flexible hours as needed

CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer - vets/disabled

CAMP is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact hr@campsystems.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or protected veteran status EEO