Customer and Operations Data and Reporting Specialist

Reporting to the Director of Operations with functional reporting to the Chief Pilot and Chief Operating Officer, this role acts as a liaison between operations and internal/ external customers within the Americas and is responsible for the comprehensive analysis, tracking and reporting of customer and operations performance data. Responsible to work with management and focus on improving the company’s processes, tools, reports and dashboards to gain efficiency and effectiveness.

Essential Duties & Accountabilities

• Develop and communicate operational data reliability for review and analysis and presentation to the leadership team.

• Develop and improve the use of operations performance measures.

• Develop data to balance all scorecard initiatives (HSEQ, Maintenance, Operations, Finance, Supply Chain).

• Manage the Twelve-Five Standard Security Program (TFSSP) on flight crew members.

• Update eAPIS with pilot information. All TSA required information from pilot and waivers/non-disclosure signed and filed electronically for auditing purposes. Add employee to NATA compliance site. Address TSA crew alerts.

• Customer Program Director support:

  • Obtaining KPI data from various sources

  • Developing monthly reports for customer monthly data and flight activity

  • Assist with customer release tracker

  • Implementation of credit tracker for Operational Leadership team through KPI tracking

  • Credits calculations for KPI

  • Customer presentations & KPI’s

  • Assist with Hurricane evacuations when needed.

  • Customer monthly summaries of occurrence reports (contractual requirement)

• Coordination of leadership, base management quarterly meetings offsite.

• Coordination of customer visits (i.e. KPI meetings)

• Collecting and interpreting data to analyze results, reporting the results back to the relevant members of the business.

• Identifying patterns and trends in data sets and working alongside teams within the business or the management team to establish operational needs.

• Managing data generation and reports, including the implementation of protocols and processes to support the Operations.

• Monitor and analyze information and data systems and evaluate their performance to discover ways of enhancing them.

• Assist with reports and data extraction as needed.

• Creating and enforcing policies for effective data management

• Work with members of the Operational Leadership Team (OLT) and other managers to identify opportunities for improvement.

• Use data metrics for development of presentations to internal/external customers.

• Communicate recommendations from data analysis to appropriate functional operational managers.

• Collaborating with key stakeholders to extract data figures, creating reports based on their findings, and monitoring key performance indicators (KPIs) to determine operational initiatives and success.

• Assist or complete additional duties as assigned by the Director of Operations, such as but not limited to, supporting special projects throughout the GoM.

• Ability to manage projects under tight timelines.

• Ability to handle sensitive, confidential data in a professional manner.

• Ability to work in a constant state of alertness and in a safe manner.

QUALIFICATION REQUIREMENTS

• Bachelor’s degree or equivalent experience including minimum of 5 years of related experience in a similar role.

• Must be able to work independently and in a team environment.

• Ability to rapidly adapt and respond to changes in environment and priorities.

• Proficient in Microsoft Office Suite

• Must have a high level of interpersonal skills to handle sensitive and confidential situations; position requires demonstrated poise, tact and diplomacy.

• Analytical ability is required in order to gather and summarize data for reports; find solutions to project issues in various phases and prioritize work.

• Project Management and Coordination experience preferred.

• Attention to detail.

• Strong customer orientation.

• Planning and Organization: an ability to plan and manage multiple projects.

ORGANIZATIONAL CORE VALUES

Safe – We are absolute in our belief in the tenets of Destination Zero and that Zero is not only achievable, but the only acceptable outcome.

Efficient – We are focused on outcomes that are smart and responsible by making the best use of our resources to maximize overall productivity as a high performing organization.

Quality – We are committed to ensuring excellent organizational performance, which produces sustainable and reliable outcomes.

Service – We are dedicated to the service of our customers, our communities and each other.

BEHAVORIAL COMPETENCIES

1)   Drive & Energy - Effective performers have a high level of energy and the motivation to sustain it over time. They are ambitious and passionate about their role in the organization. They have the stamina and endurance to handle the substantial workload present in today’s organization. They are motivated to maintain a fast pace and continue to produce even in exhausting circumstances.

2)   Functional/Technical Expertise - Effective performers are knowledgeable and skilled in a functional specialty (e.g., finance, marketing, operations, information technologies, human resources, etc.). They add organizational value through unique expertise in a functional specialty area. They remain current in their area of expertise and serve as a resource in that area for the organization.

3)   High Standards - Effective performers establish and model standards that guarantee exceptional quality and necessary attention to detail. They continually seek to improve processes and products, and they hold staff accountable for quality. They find best practices, share them, and then improve upon them.

4)   Initiative - Effective performers are proactive and take action without being prompted. They don’t wait to be told what to do or when to do it. They see a need, take responsibility and act on it. They make things happen.

5)   Integrity - Effective performers think and act ethically and honestly. They apply ethical standards of behavior to daily work activities. They take responsibility for their actions and foster a work environment where integrity is rewarded.

Reporting to the Director of Operations with functional reporting to the Chief Pilot and Chief Operating Officer, this role acts as a liaison between operations and internal/ external customers within the Americas and is responsible for the comprehensive analysis, tracking and reporting of customer and operations performance data. Responsible to work with management and focus on improving the company’s processes, tools, reports and dashboards to gain efficiency and effectiveness.

DISCLAIMER

The above Statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

PHI Aviation, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws