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Boeing Global Services (BGS) has an opening for a first line Supply Chain Customer Support Manager (Level K) that will be responsible to build and lead a diverse team responsible for customer inquiry order support for commercial aircraft spare parts orders. This team provides support 24x7x365 by a call center team via multiple channels (phone, online chat, email and support requests). This position is for a 3rd shift and weekends, but may require managing employees on all shifts, so flexibility is important. The ideal candidate for this position will possess knowledge and experience with the Supply Chain value stream, processes and model and display the capability to lead in a dynamic and fast paced environment. This manager will develop and execute projects and process plans, establish and execute a training plan for new employees, implement policies and procedures, and set operational goals. The role will involve acquiring and integrating resources for projects and processes to provide technical support of process improvements and alignment, as well as oversight and approval of technical approaches, products and processes. It will also provide strong opportunities to develop and maintain relationships and partnerships with internal and external customers, stakeholders, peers, partners and direct reports in support of one Supply Chain value stream in Dallas, TX.

BASIC QUALIFICATIONS (REQUIRED SKILL/EXPERIENCE):

• At least 1 year leading a call center team
• Experience developing and deploying a training program for new hires and continued training opportunities for existing team members
• Experience addressing both customer, internal, and employee escalations
• Strong communication and problem solving skills
• Ability to work 3rd shift, as required by this position

PREFERRED QUALIFICATIONS (DESIRED SKILLS/EXPERIENCE):

• Experience developing presentations for and presenting to executive leadership Experience working in SAP and CRM systems
• Proficiency in Excel, Word, and Powerpoint
• Experience leading a cross-functional team
• Customer service experience

• Lead Customer Support Specialists performing activities related to customer commercial aircraft spare parts orders inquiries/requirements.
• Engage stakeholders to ensure alignment across Supply Chain value stream.
• Provide Customer Support Specialists with guidance
• Develop and execute project and process plans, implements policies and procedures and sets operational goals.
• Lead and support process improvement initiatives to optimize Supply Chain value stream in support of our customers.
• Manage employee performance and customer relationships to ensure issue resolution, first pass quality, timeliness.
• Identify and mitigate risks and issues impacting customer support.
• Acquire resources for projects and processes, provide technical resources and oversee process improvements.
• Develop and maintain relationships and partnerships with customers, stakeholders, peers, partners and direct reports. Provides oversight and approval of technical approaches, products and processes.
• Empower, mentor, develop and motivate employees.