Description

As a key member of the Gogo Business Aviation Customer Operations team, the Business Analyst acts as an internal consultant for the organization; and leads the Customer Operations’ process documentation and design, development of business and system requirements, change management, process measurement, and process improvement initiatives.

COME ON BOARD THE GOGO BUSINESS AVIATION CUSTOMER OPERATIONS TEAM!

How will you make a difference?

• Participates in product, system development and change control activities as the voice of Customer Operations; participates/attends forums and meetings to identify process impacts and develop solutions providing expertise
• Lead, plan, perform and implement process improvement initiatives
• Creates and maintains detailed, accurate process flows and documentation utilizing process redesign techniques and methodologies; ensuring accuracy is maintained and version control is in place
• Write and revise process flows, operating procedures and business standards
• Manage business owner review and sign-off
• Organize, lead and facilitate interdepartmental and cross-functional project teams
• Assist in developing metrics that provide data for process measurement, identifying indicators for future improvement opportunities
• Communicate and train process changes to impacted personnel
• Manage process change control and governance, reviewing change requests for gaps or efficiency opportunities
• Build and maintain intranet-based process document library
• Works closely with other areas of the business to monitor and improve process efficiencies and outputs by making observations, taking measurements directly, performing analysis for cost, time, and controls both proactively and as assigned

Qualifications

• Bachelor's degree or equivalent work experience
• 2-4 years of experience designing and documenting process flows and business or technical procedures
• Minimum 2 years project management experience required

Required Skills, Talents & Experience

• Salesforce experience required
• Must have demonstrated experience in the application of process improvement methodologies such as Lean or Six Sigma, PDSA/PDCA, data collection and data analysis
• Excellence in presentation skills, interpersonal and written communication skills
• Proven ability to deliver results in an independent, self-guided work environment
• Intense attention to detail
• Proficiency in Word, Excel, SharePoint and PowerPoint required

Preferred Skills, Talents & Experience

• Satellite Communication experience (direct or supporting) highly desired
• Experience in AS 9100 preferred
• Experience in a service industry – internet services, aviation and/or telecommunications preferred

Compensation: $69,000 - $86,000

Target Annual Incentive: 5% of base compensation

Incentive Stock Program Eligible: No

Benefits: Gogo offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee’s needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information at www.gogoair.com/careers.

Gogo is the leading global provider of network and broadband connectivity products and services for the business aviation market. We offer a customizable suite of smart cabin systems for highly integrated connectivity, inflight entertainment and voice solutions. Gogo's products and services are installed on thousands of business aircraft of all sizes and mission types from turboprops to the largest global jets, and are utilized by the largest fractional ownership operators, charter operators, corporate flight departments and individuals.

There are nearly 1,700 business aircraft currently flying with Gogo’s AVANCE L5 or L3 installed. As of third quarter earnings reported on Sept. 30, 2020, Gogo had more than 10,000 connected aircraft, comprised of 5,577 aircraft flying with its air-to-ground (ATG) systems onboard, and 4,737 aircraft with satellite connectivity installed. Connect with us at business.gogoair.com.

Gogo is an equal opportunity employer and works in compliance with both federal and state laws. We are committed to the concept regarding Equal Employment opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition or disability.  The EEO is the law and is available here.                      

Gogo participates in E-Verify. Details in English and Spanish. Right to Work Statement in English and Spanish.