Virtual Shop Program Lead and Performance Analyst
Virtual Shop Program Lead and Performance Analyst
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1 Vacancy
Job Description
Position Summary
This is a hybrid remote position within Orlando FL.
Thales is looking for a Virtual Shop Program Lead and Performance Analyst. The Virtual Shop integrates repair subcontracting transportation material exchange and vendor management into an integrated strategy to deliver customer fulfillment and meet customer commitments. The Virtual Shop Team Lead and Performance Analyst leads the daily activity of the Virtual Shop (VS) team. The focus of this activity will be targeted to various Aircraft/Partners/Customers repair programs monitoring customer repair administration activity and resolving all issues affecting customer satisfaction in coordination with the appropriate subcontractor and Account Management Team. Ensures the team is trained on the company s transfer commercial and warranty policy customer and vendor/partner support contracts and the OEM product support agreements. Monitors the team s proper application of all policies contracts and agreements to subcontracted repair orders. Conducts daily analysis on Thales performance to customer requirements. Review the GAP between supplier performance and Thales performance and provides data and feedback on process improvements. Allocates vendor/partner accounts so that the workload is balanced across the team.
In this position required to directly manage a few key partner relationships. Works collaboratively with the Supplier Performance Management (SPM) to ensure VS team deploys and executes on the supplier management strategies defined by the SPM.
Key Areas of Responsibility
- Responsible for all communications with Thales Partners (i.e. repair subcontractors) from the Virtual Shop team and drives serviceable equipment fulfillment to our customer through the Virtual Shop activity.
- Responsible for the operational execution of supplier repair contracts partner warranty administration.
- Ensures team is effectively managing vendor WIP and utilizing appropriate support strategies (including exchange stock) to drive on-time delivery performance to our customer.
- Monitors the team s daily/weekly deployment of vendor management strategies as defined by Operations. Ensures team is reviewing WIP status and repair prioritization with vendors on a daily/weekly basis.
- Responsible for the identification and definition of potential changes to operational. process and procedures in efforts to maximize efficiency and customer satisfaction.
- Responsible for the coordination of the VS team with the Finance department to ensure all corrections are made through Infosys and our suppliers are supported.
- Responsible for conducting the gap analysis and determine the actual state of the performance to our customers and identify improvements to achieve the desired OTD.
- Document and monitor our progress and maintain all digital platforms with accurate information.
- Monitors and evaluates the activities of the department employees while providing feedback guidance and training to ensure operational efficiency quality assurance accountability of performance and adherence to company policies and procedures.
- Ensures the issuance of adequate reports to measure the performance and activity of team as per objectives. Based on such reporting identify root causes of non-performances; propose improvement plan and alert management when escalation is needed.
- Gives management feedback for performance evaluations of the team.
- Assists the manager in the screening interviewing and selecting individuals for open positions within the team.
- Evaluates existing systems and processes initiates changes and improvements and makes suggestions to management. Provides recommendations for process improvements.
- Proposes productivity and process improvement to management in order to improve department s efficiency.
- Responsible for analysis and ensures correct application of aircraft performance metrics and exclusions for Virtual Shop items. Performs root cause analysis on repairs shipped outside of company performance commitments as required.
- Escalates appropriate issues to Manager Supplier Performance Manager and members of the Account Management teams as required.
- Supports the SPM in vendor corrective action process.
- Monitors team s daily/weekly deployment and enforcement of improvement plans with vendors.
- Ensures all company obligations concerning customer contracts and programs are executed accurately in respect to the department domain.
- Responsible for monitoring Supplier Performance through applicable tools (e.g.: SAP Supplier Performance tool etc.)
- Acts as a Liaison for the Virtual Shop team to interface with Quality Assurance Production Information Systems Engineering Logistics and Account Managers on significant issues of concerns to ensure customer satisfaction.
The success of this position is highly dependent on cross-functional coordination/collaboration and personal commitment.
Minimum Requirements
- Certification/Associates Degree or equivalent work experience required.
- Four-year college degree in Business Administration Operations or equivalent work experience.
- 2 years customer service/supplier performance experience required.
- 2 years working with SAP database preferred.
- Knowledge of aviation industry preferred.
- Previous supervisory or leadership experience a plus.
Preferred Qualifications
- Strong written and verbal communication skills required.
- Must be able to work both independently and in a team environment.
- Must be able to maintain business confidentiality.
- Strong working knowledge of Excel and Word software required
Special Position Requirements
- Schedule: First Shift 8AM-4PM Monday through Friday
Employment Type
Full-time
