Austin Gray Email and Phone Number
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Vision Leader | Customer ExperienceAs a vision leader, I transform business operations by aligning customer voice with business objectives and applying a threefold approach: 1. Use data to identify potential roadblocks, define objectives and set actions. 2. Create a shared cross functional vision and define success. 3. Set in place the resource, process and tools that empower success at an individual and program level. Throughout my career, I have designed and implemented aggressive growth and customer experience improvement strategies. Most recently, I have leveraged my expertise and leadership skills to transform operations at a start-up, Canoo. Identifying process inefficiencies to cut costs by 15% and preventing production roadblocks by creating a collaborative operating cycle with suppliers. Additional examples of my operational and customer service successes:- Ground up strategic design, development and implementation of customer experience journey and supporting customer service value chain operations. - Reduced costs by $540K/yr by lowering consumer warranty law repurchases by 80%.- Introducing Product Evaluation processes to decreased program timescales by 20% - Reduced warranty diagnostic costs by 48% by implementing new processes; adopted worldwide.- Achieved consistent Net Promoter Scores (NPS) over 75 by strategic development of customer service operations- Created parts warehousing and distribution. Fill Rate 94%, product dispatch rate (98%) I pride myself on restructuring existing operations. I’ve also had proven successes in building new departments and implementing operations from the ground up. At ICON Aircraft, I achieved executive and stakeholder buy-in for a change in core operational strategy. Built a 32-member department; defined the customer journey and implement the required, associated, customer service operations. Operating profit was achieved within 2 years and introduced levels of customer experience never before encountered.If you are interested a driven professional who can design and implement large-scale businessdevelopment leveraging 15+ years’ of operational and customer experience expertise, email me at: austingray812@att.net or call: 415 510 9044.Specialties: Customer Experience | Strategic Development | Budgeting | Strategic Development | Cross Selling | Data Analysis | Customer Service Operations | Marketing Initiatives | Customer Relationship Management (CRM) |Training Programs | Software (SaaS) | Shared Cross Functional Vision| Regulatory Compliance | Business Process Outsourcing (BPO)
Alden
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Chief Operating OfficerAlden Jun 2021 - PresentKansas City, Missouri, Us
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In Charge Of Chassis, Skateboard, Upper Body & Closures/ManufacturingCanoo Mar 2019 - Nov 2020Justin, Texas, UsI streamlined departmental operations for program management, commercial, and procurement activities. I did this while leading a team of 5 program managers, 30 engineers and associated suppliers to a collaborative operational cycle.One of my key accomplishments was creating structured communication and process to support supplier and engineering interactions so ensuring program and project milestones were completed on time. I steered projects through design, beta build and production processes. I managed a $35M procurement budget, implemented inventory control and reinforced supplier relationships. I enabled suppliers to achieve a shared vision and subsequently meet fast-changing organizational needs. I also enhanced operations by consolidating fragmented processes and strategically aligning workflows. Creating communication channels and tools to ensure all personnel were aware of program dependencies; I was able to ensure a shared vision of success for all stakeholders.By employing a Plan For Every Part (PFEP) procurement methodology, forecasting inventory level demand and developing risk mitigation plans I led a shift from reactive to proactive, strategic sourcing.In addition to operational improvements, I also created Service Development modeling and Design for Service initiatives. I undertook a 300+ element component assessment for service impacts in customer perception and through life cost. Led customer journey mapping and Business Process Outsourcing (BPO) for service operations and created the required Request for Quotations (RFQs), Service Level Agreements (SLA) and Purchase Orders for all customer experience enablers. Key -
Technical Director Service And Flight OperationsIcon Aircraft Mar 2016 - Mar 2019Vacaville, Ca, UsOn joining ICON I was able to identify multiple process gaps with regard to customer service operations. Utilizing customer voice and aircraft reliability data I generated executive and stakeholder buy-in for a strategic change in customer service operations. Transitioning away from a mobile model to a scalable fixed base hybrid. Taking into account all of the value chains required to support customer experience operations I established a customer service network and a 32-member customer service department. This led to the establishment of 50 + service support network centers, guaranteeing fully equipped service facilities, with trained aircraft technicians, within a 25-mile radius of customers locations.The success of the department, in providing excellence in customer experiences, was demonstrated in the high level of customer advocacy and a mentorship community. Net Promoter scores were maintained consistently at over 75. Within two years of establishing the department operating profit was achieved.I also developed technical and operational training programs and acted as product manager for the development of a Customer App and an SaaS Fleet/Service management system.Key -
National Service DirectorKtm North America, Inc. Jul 2015 - Jan 2016Murrieta, Ca, UsAt KTM, I ensured goal-vision alignment and aligned customer service operations for continued market segment growth. I revamped and launched technical and operational service provider training programs. I centered Service Operations within the strategic plans for marketing and sales. At KTM I ensured goal-vision alignment and brought customer service/regulatory operations into sync with continued market sector growth. I revamped and launched technical and operational service provider training programs. Integrated KTM Customer Experience/Service within marketing communications.To ensure regulatory requirements were met I aligned reporting process to meet requirements for NHTSA; Transportation Recall Enhancement Accountability and Documentation (TREAD) Reporting and Quarterly Early Warning Reporting. Drove compliance and issued recalls to meet Consumer Product Safety Commission (CPSC) requirements for Recreational Off-Highway motorcycles and implemented consensus test programs to meet California Air Resources Board/Environmental Protection Agency (CARB/EPA) requirements for On-Highway Vehicle emissions.Operationally I reduced consumer warranty law repurchases by 32% by conducting root cause analysis and implementing product improvement and customer relationship management improvements. Key -
Technical/Aftersales DirectorDucati North America Aug 2007 - Dec 2014Sunnyvale, California, UsDucatiI was brought into Ducati as the Technical/Aftersales Director to lead, develop, and implement the re-launch of Ducati Technical/Aftersales department in the North American, Canadian, and Mexican markets. For this, I re-established relationships across a 170-dealership network, hired and trained a 13-member team, and directed Aftersales efforts for 6 key product launches. Some of my key accomplishments here were achieving 100% regulatory compliance, reducing yearly consumer warranty law repurchases by 80%, decreasing new model introduction program timescales by 20%, delivering 48 weeks of training to 450 personnel, and cutting warranty diagnostic costs by 48% for the US region.Key -
Program Manager Us101 Flight OperationsAgustawestland Oct 2004 - Jun 2007Roma, Roma, ItProgram Manager, US101 (Presidential Contract) Flight Operations Victorville California In conjunction with Aircraft Program, Commercial and Marketing Directors I conducted feasibility study to conduct aircraft development operations in the United States during the bid phase for the Presidential Contact. In country relationship building and available flights hours being decision drivers.I was selected from 40 peers to lead, develop and implement out of country flight operations in support of the Presidential Marine One Contract; budget of $22 million. Direct reports16 As Supplier Manager for power plant certification (hardware and controls) working directly with supplier engineering function required production standard/FAA certification was achieved.Effective program and budget management ensured aircraft availability of 97% and flying rate costs of $34K per hour. Both exceeding program requirements enabling additional tail rotor development flying to be undertaken representing a company cost saving of $850k. -
Program/Supplier ManagerAgustawestland Helicopters Limted Sep 2005 - Jun 2006• As a Program Manager here, I ensured projects stayed on track and met requirements. I saved $850K/year by exceeding program requirements and maintaining aircraft availability of 97% and limiting flying rate costs to $34K/hour. I was also handpicked out of 40 peers to lead, develop, and implement out-of-country flight operations for which I managed a $22M budget and 16 direct reports.Key
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Program Manager Royal Thai Navy, Super Lynx 300.Agustawestland Dec 2002 - Mar 2003• Successfully led multinational customer and supplier negotiations for airframe manufacture. Combining design, commercial and build requirements for concurrent contracts. Reduction in duplication of tasks and maximization of fixed costs providing customer cost savings in excess $1.5million• Initial contract payment milestone was reached 2 months in advance of program requirements.
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Whl Representative At Lhtec (Rolls Royce)Agustawestland Jul 2002 - Dec 2002• On site Supplier Manager deployed to regain a positive inter company relationship and lead supplier effort to regain program requirements for engine control hardware and software integration. • Successfully identified the requirement for an increase to the original Statement of Work resulting in the successful implementation of an additional contract.
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Program Manager Malaysian Lynx HelicopterAgustawestland Aug 1999 - Jul 2002• Responsible for supplier management and IPT lead for mission systems, aircraft management and avionics during the integration program for glass cockpit integration in to the Lynx airframe.• As co program leader achieved president setting development cycle for major avionic upgrade and integration by achieving first flight of the Super Lynx 300 with a production standard Glass Cockpit. Reducing overall program timescales by 35% • Successfully negotiated and enabled an additional dual contract for missile system installation with the Malaysian Government and the British Ministry of Defence. Utilization of stockpiled inventory providing a cost effective solution for all stakeholders.
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Supplier Manager British Army (Wah64 Longbow) Apache Attack HelicopterAgustawestland Sep 1996 - Aug 1999• Accomplished program management success within an Integrated Product Team (IPT) for munitions systems.• Specialization in hardware development implications for all IPT members with respect to cost, program and fit/form implications.• Created and communicated program requirements for a successful bid to provide Collective Military Combat Training systems to fulfill British MoD requirements. The first contract won by the newly formed AgustaWestland subsidiary, Aviation Training International Limited (ATIL).
Austin Gray Skills
Austin Gray Education Details
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Yeovil CollegeMechanical Production Engineering/Business Studies -
Westland Helicopters Training SchoolMechanical Engineering
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Westland Helicopters Apprentice/Yeovil College/Shatesbury School
Frequently Asked Questions about Austin Gray
What company does Austin Gray work for?
Austin Gray works for Alden
What is Austin Gray's role at the current company?
Austin Gray's current role is Vision Leader | Customer Experience | Customer Service Excellence | Strategic Alignment | Roadmap Development | Operational Leadership | Employee Development | Continuous Improvement.
What is Austin Gray's email address?
Austin Gray's email address is au****@****aft.com
What is Austin Gray's direct phone number?
Austin Gray's direct phone number is (707) 564*****
What schools did Austin Gray attend?
Austin Gray attended Yeovil College, Westland Helicopters Training School, Westland Helicopters Apprentice/yeovil College/shatesbury School.
What skills is Austin Gray known for?
Austin Gray has skills like Program Management, Contract Negotiation, Product Development, Automotive, Product Management, Business Planning, Marketing Strategy, Vehicles, Management, Motorsports, Sales Management, New Business Development.
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