Connectivity Experience Director

at Intelsat US LLC in Chicago, Illinois, United States

Job Description

Your impact
As the Connectivity Experience Director, you will oversee the core inflight internet product for Commercial Aviation. Working with internal and external stakeholders, you will shape and execute a best-in-class inflight connectivity experience that delights passengers, creates value for airlines, and establishes Intelsat as a leading provider.
What you will do
Oversee Intelsat's portfolio of internet products for Commercial Aviation.
Set the strategic direction for the product portfolio, including both near-term outcomes and investments on 5+ year or longer timescale
Own business requirements for internet network policies, SLAs, Quality of Service (QoS), Quality of Experience (QoE), measurement tools and related areas as they relate to Commercial Aviation customers and end-users
Define industry-leading Service Level Agreements (SLAs) for our airline customers.
Develop and maintain a roadmap of continuous improvement initiatives for end-user Customer Satisfaction (CSAT), QoS / QoE, SLA, and various KPIs within Intelsat's commercial plan.
Leverage Product-centric frameworks for roadmap opportunity identification, business case analysis, business requirements, and prioritization.
Successfully champion major innovation initiatives that fundamentally transform Intelsat's service offering, leading cross-functional teams from inception through to architectural design to executive buy-in, planning and deployment
Lead a cross-functional Customer Experience continuous improvement team to collaboratively monitor trends, synthesize data, and drive changes in software, hardware, and product configuration.
Keep abreast of major trends shaping internet usage inside and outside the aircraft, including user behavior, technology evolution, and regulatory landscape.
Collaborate with key vendors (applications, device OEMs, network systems management, etc.) to continuously improve the user experience for the most critical applications and activities of inflight internet users.
Represent Intelsat at public conferences, business groups and standards bodies, establishing yourself as a thought leader whose engagement and expertise shapes the direction of the industry.
Directly support major commercial pursuits including new airline customers, existing customer revenue initiatives and innovation partnerships, acting as the primary customer/partner-facing SME from day-to-day management up through major executive-level engagements
Act as the internal "go-to" and superlative resource for all matters related to inflight internet that sit at the intersection of technical design and commercial impact.
Your required experience/skills
Four-year college degree.
10 - 15 years product management or related experience, including demonstrated experience with end-to-end roadmap ownership and delivery.
Experience with distributed systems or large-scale consumer internet services.
Deep familiarity with "how the web works" i.e. the network architecture, standards, frameworks, and processes that underpin its end-to-end functionality.
Deep familiarity with the landscape of devices, operating systems, and user applications that represent the highest-profile use cases for air passengers and ground users.
Experience with metrics, measurement, and monitoring of the user experience as it relates to fundamental connectivity use cases (QoS, QoE, NPS / CSAT)
Excellent verbal and written communication skills with the ability to engage, influence, and inspire a diverse range of internal and external stakeholders, including at the executive level.
Strong interest and capacity to identify and address market needs through a continually evolving understanding of industry trends and journey personas (passenger, crew, airline, sponsor, etc.).
Your success in this role will look like:
Successfully cultivate the inflight internet product through ongoing market-driven improvements and ahead-of-market innovations.
Make continuous and meaningful positive impact to key KPIs including NPS/CSAT and commercial metrics.
Incorporate leading-edge theories, techniques, and technologies into the product offering, staying ahead of industry-changing trends
Proactively identify and solve problems that impact the direction of the enterprise
Serve as a key leader and role model to others in the organization
Directly impact Intelsat's performance through the development of innovative internet products and services
It would be nice if you had:
Advanced degree in a highly relevant field such as engineering, networks and network design, computation and mathematics, aerospace, etc.
Familiarity with technical and communications protocols that support critical points in the user journey for connected experiences (e.g. 3GPP network standards, device redirection, AAA etc.)
Direct experience with key enterprise actors (vendors,... For full info follow application link.

Equal Opportunity/Affirmative Action Employer including Vets and Disabled