Reporting to the General Manager, the Director of Commercial Operations is a key member of the leadership team responsible for driving customer satisfaction, commercial performance, and operational efficiency across the Sales & Customer Support, Procurement, and Logistics functions.
This role ensures cross-functional alignment between customer requirements, supply chain capabilities, and operational execution. The Director leads a team of professionals focused on delivering excellent service, optimizing sourcing and inventory strategies, and ensuring timely product and service delivery in support of company objectives
Responsibilities
Commercial & Customer Operations
- Lead and develop the Sales & Customer Support team to ensure consistent, responsive, and value-driven communication with customers.
- Oversee customer account management, including onboarding, pricing, contract compliance, and aftersales service.
- Monitor and manage key customer metrics: sales pipeline, rolling forecast, quote turnaround times, and customer satisfaction KPIs.
- Support pricing strategies, quoting, and commercial negotiations to maximize margin while maintaining long-term customer trust.
- Ensure clear and timely communication of customer expectations to internal departments (maintenance, quality, planning).
- Maintain ERP data integrity to support planning processes
Procurement
- Lead the procurement team
- Develop and implement strategic sourcing plans to ensure availability of parts and services at optimal cost and quality.
- Build and manage supplier relationships, including evaluation, performance tracking, and negotiations
- Collaborate with Operations teams to forecast material needs based on production and customer demand.
- Monitor lead times and proactively address supply risks or constraints.
- Ensure compliance with aviation regulations, internal controls, and ethical procurement practices.
Logistics
- Oversee inbound and outbound logistics operations, ensuring timely, cost-effective, and compliant transportation of materials and parts.
- Ensure accuracy and efficiency in shipping/receiving, inventory movements, and documentation.
- Coordinate with Operations teams to meet delivery timelines and avoid delays.
- Manage logistics service providers and freight forwarders, negotiating rates and monitoring service levels.
- Drive continuous improvement in warehouse layout, inventory accuracy, and parts flow processes.
Information Systems (AvSight Key User)
- Serve as the Key User for the AvSight ERP system
- Support internal users with troubleshooting, training, and documentation.
- Collaborate with IT/ERP teams for system updates, customizations, and process improvements.
- Ensure the system supports efficient workflows, audit readiness, and real-time visibility into operations.
Leadership & Strategy
- Build a high-performing, collaborative commercial operations team with a focus on ownership and accountability.
- Implement dashboards and reporting tools to measure and communicate departmental performance.
- Collaborate with the General Manager and leadership team on strategic planning, capacity management, and customer growth initiatives.
- Foster a culture of continuous improvement, efficiency, and customer excellence across all managed functions : dependable and sustainable!
