Jeppesen ForeFlight is seeking a Director or Senior Director of Global Professional Services to lead the Digital Aviation Operations (DAO) delivery organization. This is a senior leadership role with global accountability for a team of implementation managers and consultants across the Americas, EMEA, and APAC regions, responsible for the successful delivery of Jeppesen ForeFlight's DAO software portfolio — including Crew Tracking and Operations Control solutions.
Reporting to the Senior Vice President of Professional Services, you will provide strategic and operational leadership to a geographically distributed organization, setting direction for how the DAO Professional Services team executes implementations, engages customers, and continuously improves delivery outcomes. You will lead through regional managers, holding them accountable to performance standards while coaching them to develop high-functioning, customer-focused teams.
The ideal candidate brings deep experience leading global professional services organizations in enterprise aviation software, a thorough understanding of airline day-of-operations and crew management processes, and the executive presence to serve as a trusted partner to senior customer stakeholders and internal leadership alike. DAO solutions operate in mission-critical, real-time environments where system performance directly impacts airline safety, regulatory compliance, and operational continuity and the leader of this function must appreciate and communicate that weight throughout the organization. This role requires an individual who can set strategic direction while remaining close enough to delivery to identify and resolve risk before it reaches customers.
Key Responsibilties:
Global Team Leadership & Organizational Management
- Provide leadership, direction, and performance management to regional Professional Services managers across Americas, EMEA, and APAC, ensuring consistent delivery standards and a cohesive organizational culture across geographies and time zones
- Set clear expectations for regional managers with respect to team performance, delivery quality, utilization targets, customer satisfaction, and employee engagement
- Lead workforce planning for the global DAO Professional Services organization, including capacity modeling, hiring decisions, skill gap analysis, and succession planning in partnership with HR and senior leadership
- Foster a high-performance culture characterized by accountability, operational urgency, customer-centricity, and cross-regional collaboration appropriate to the mission-critical nature of DAO solutions
- Mentor and develop regional managers, providing structured coaching and career development support to build organizational depth and leadership capability
Delivery Excellence & Operational Oversight
- Establish and maintain a rigorous operational framework for DAO implementations globally, including delivery methodology standards, project governance models, cutover planning protocols, and quality assurance processes applicable across all regions
- Monitor global delivery performance through defined KPIs including on-time delivery, project margin, customer satisfaction, and resource utilization and drive corrective action where performance falls short of target
- Serve as the executive escalation point for critical delivery issues across the DAO portfolio, providing decisive leadership to resolve conflicts, manage risk, and protect the customer relationship with particular attention to the elevated stakes inherent in go-live events for real-time operational systems
- Ensure that implementation approaches for Crew Tracking and Operations Control are grounded in current product capabilities, reflect real-world airline operational requirements, and align with Jeppesen ForeFlight best practices for mission-critical deployments
- Drive cross-regional knowledge sharing and standardization, reducing delivery variability and ensuring that lessons learned in one geography including go-live strategies, integration patterns, and contingency planning benefit the entire global organization
Customer & Executive Engagement
- Maintain executive sponsor relationships with strategically important airline customers, serving as a trusted senior point of contact and ensuring long-term customer health and satisfaction across the DAO portfolio
- Engage proactively with customer C-suite and VP-level Operations, IT, and Crew Management stakeholders during key delivery milestones, business reviews, and escalations, representing Jeppesen ForeFlight with authority and credibility
- Collaborate with Sales and Customer Success on strategic account planning, identifying expansion opportunities and ensuring that professional services engagements support broader account growth objectives
- Champion the voice of the customer internally, surfacing trends in customer feedback, operational pain points, and delivery experience to Product, Engineering, and executive leadership to drive continuous improvement
Strategy & Cross-Functional Leadership
- Develop and execute the multi-year strategy for the DAO Professional Services function, including investment priorities, organizational design, tooling, and delivery model evolution
- Partner with Product Management and Engineering to provide a practitioner's perspective on product roadmap priorities, integration complexity, and capability gaps that affect implementation outcomes for Crew Tracking and Ops Control customers
- Collaborate with the Sales organization to ensure that pre-sales scoping and deal structuring for DAO engagements accurately reflect the technical and operational complexity of deploying real-time aviation operations systems
- Provide regular executive reporting on DAO Professional Services performance, pipeline, headcount, and strategic initiatives to the Vice President of Professional Services and senior leadership
- Represent Professional Services in cross-functional forums, contributing to company-wide decisions that affect delivery capacity, go-to-market strategy, or the customer experience for DAO solutions
Basic Qualifications:
- 12 or more years of progressive experience in professional services, implementation delivery, or consulting within enterprise software, with at least 5 years in a senior leadership role managing managers and cross-functional teams
- Demonstrated experience leading a geographically distributed professional services organization across multiple regions, with accountability for global delivery performance and team development
- Deep domain knowledge in airline day-of-operations, with direct experience in one or more of the following areas: crew tracking, operations control,or related real-time airline operational systems
- Proven ability to manage complex, high-stakes enterprise software implementations for large airline customers, including experience navigating the unique technical, regulatory, and operational requirements of deploying mission-critical aviation systems
- Strong people leadership skills with a track record of building high-performing teams, developing managerial talent, and sustaining organizational health across geographies and time zones
- Executive presence and communication skills sufficient to represent Jeppesen ForeFlight credibly at the C-suite level, both internally and in customer-facing settings, including the ability to engage effectively with airline Operations and IT leadership
- Demonstrated ability to manage competing priorities, resource constraints, and delivery risk across a large and diverse portfolio of simultaneous engagements including those with time-sensitive go-live schedules tied to airline operational calendars
Preferred Qualifications:
- Direct experience with Jeppesen ForeFlight DAO product suite or comparable airline operations control and crew tracking solutions
- Familiarity with airline operational control environments, including SOC/AOC workflows, flight following, ACARS integration, and the real-time data requirements of crew tracking systems
- Understanding of aviation regulatory frameworks relevant to crew legality tracking and operational reporting, including EASA, FAA, and IOSA standards
- Experience leading professional services organizations through periods of significant growth, product transition, or delivery model transformation
- Prior experience in a customer-facing delivery role such as consultant, solution architect, or technical project manager that provides firsthand understanding of the challenges of implementing real-time operational systems in live airline environments
- Proficiency with professional services management platforms (e.g., Rocketlane, Salesforce, Certinia/FinancialForce, or similar PSA tools) and delivery performance reporting frameworks
- Pilot or aviation enthusiast
About Jeppesen ForeFlight:
Jeppesen ForeFlight is a leading provider of innovative aviation software solutions, serving the Commercial, Business, Military, and General Aviation sectors globally. Combining Jeppesen’s 90-year legacy of accurate aeronautical data with ForeFlight’s expertise in cutting-edge aviation technology, the company delivers an integrated suite of tools designed to enhance safety, improve operational efficiency, and sharpen decision-making.
Why You Should Join: (Sweden)
At Jeppesen ForeFlight, we know you want a rewarding career. To do that, you need challenging projects, a good work environment, and awesome coworkers. We believe in our employees and empower them to make a direct impact on our products and services messaging. We strive to provide employees and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits package includes but is not limited to the following:
- Medical Insurance
- Employer paid life, AD&D, and long term disability insurance
- Health and wellness reimbursement allowance
- Pension plan
- 30 paid vacation days, as well as additional days off for Christmas break
- Employee assistance program
- 2 days off to volunteer annually
- Employee referral program
- Flight rewards and flight stipend
