Customer Operations Manager - Major Correctives & Blade Services

About this role

Job Description Summary
The Customer Operations Manager will be responsible for customer-focused operational performance, analytics, and communication across Major Component Exchanges (MCE), Blade Repair, and Blade Inspection activities. This role will partner closely with Major Correctives leadership, Service Directors, and field operations to provide clear visibility to customer performance, failure trends, lead times, backlog, completions, and execution risk.

The Customer Operations Manager will own the development of customer-level metrics and operating rhythms, manage MAL communication to Service Directors, support internal hourly performance metrics, and lead development of key Monthly Operating Review (MOR) reporting, including PSR/CPJ performance.

The successful candidate will combine strong wind industry and field operations knowledge with the ability to translate operational data into actionable insights for Service and Operations leadership.

Job Description

Roles and Responsibilities

As the Customer Operations Manager, you will:

• Own customer-level operational reporting and analytics across Major Component Exchanges, Blade Repairs, and Blade Inspections.

• Develop and maintain customer-specific scorecards focused on failure rates, lead times, backlog, aging, completions, and overall execution performance.

• Analyze turbine failure and repair trends to identify emerging customers, fleet, platform, and operational risks.

• Establish consistent metrics for measuring performance from identification of a failure or repair need through execution and completion.

• Own MAL communication and reporting to Service Directors, providing consistent visibility to status, operational risk, lead times, and execution plans.

• Serve as a primary interface between Major Correctives operations and Service Directors for customer-specific operational performance.

• Partner with Major Correctives and Blade leadership to identify execution risks and drive actions required to improve customer performance.

• Develop and maintain internal hourly workforce metrics, including lead times, completions, productivity, throughput, backlog, and work-in-process.

• Provide visibility to performance against operating targets and identify areas requiring leadership action.

• Support workforce and capacity planning through analysis of backlog, incoming failure rates, repair cycle times, and available resources.

• Develop and maintain MOR reporting for Major Correctives and Blade Services.

• Own development of PSR/CPJ breakdowns and supporting analysis to clearly identify performance drivers, trends, risks, and opportunities.

• Partner with Finance and Operations to ensure operational and financial reporting is aligned and supported by accurate execution data.

• Develop dashboards and standardized reporting that provide leadership with a consistent view of business and customer performance.

• Drive improvements in data quality, reporting consistency, and standard work across Major Correctives and Blade Services.

• Identify opportunities to reduce lead time, improve field productivity, increase completion rates, and improve overall customer experience.

• Support strategic initiatives and continuous improvement activities across the Major Correctives organization.

Required Qualifications

• High school diploma or GED

• Minimum of 3 years of experience within the wind industry and/or crane-supported wind operations, including experience supporting major component exchanges, blade operations, heavy-lift activities, field service, or similar wind turbine operations.

• Ability and willingness to travel as required.

Desired Characteristics

• Demonstrated understanding of wind turbine field operations, including the operational requirements and constraints associated with major corrective work.

• Experience working with field operations, project management, service organizations, or customer-facing operational teams.

• Demonstrated ability to analyze operational information and identify trends, risks, and opportunities for improvement.

• Strong computer skills, including proficiency with Microsoft Excel and PowerPoint.

• Ability to communicate operational performance and complex issues clearly to both field and senior leadership.

• Direct experience with Major Component Exchanges, crane operations, Blade Repair, or Blade Inspection.

• Experience working with Service Directors, Site Managers, Project Managers, field technicians, and/or customers within the wind industry.

• Working knowledge of wind turbine failure modes, repair processes, crane mobilization, and major corrective execution.

• Experience developing operational KPIs, dashboards, scorecards, or performance reporting.

• Experience with Power BI or similar data visualization tools.

• Strong understanding of lead-time management, backlog management, capacity planning, and field productivity.

• Ability to connect operational performance with customer and financial outcomes.

• Strong problem-solving skills with the ability to identify root causes and drive actions across multiple organizations.

• Demonstrated ability to manage multiple priorities in a fast-paced field service environment.

• Strong interpersonal skills with the ability to influence teams and leaders without direct reporting authority.

Key Measures of Success

Success in this role will be demonstrated through increased visibility and improved performance across Major Correctives and Blade Services, including reduced customer lead times, improved completion performance, accurate and actionable failure-rate reporting, improved backlog management, consistent MAL communication, improved hourly productivity visibility, and clear MOR reporting of PSR/CPJ performance and operational drivers.

The Customer Operations Manager will help establish a single, consistent view of operational performance across Major Component Exchanges, Blade Repair, and Blade…