Product Support Manager, Flight Efficiency
Job Summary:
NAVBLUE is a trusted partner for 500+ customers worldwide, providing Flight Operations solutions and services for Airlines.
NAVBLUE is looking for a Product Support Manager responsible for the quality of the support provided by Navblue on the Flight Efficiency Cluster, which includes mainly N-FP, N-Tracking, Optimize, and N-Sight products. The ultimate goal is to ensure customer satisfaction within this perimeter.
Responsibilities:
For the Flight Efficiency Cluster, the Product Support Manager (PSM) is responsible for:
The performance and the quality of the support provided to customers by L1/L2 support teams across all regions
The prioritization of the issues reported by the Customers to be addressed by L3 teams
The steering of the contribution from L3 support teams, including the quality of the Root Cause Analysis
The identification of central customers' irritants to be addressed through specific improvement initiatives
Advocating for the Flight Efficiency cluster within the Navblue organization
The Product Support Manager acts as Business Owner, representing the Voice of the Customer in the Flight Efficiency organization and governance. In this frame, the PSM is responsible for steering the analysis and resolution of main customers' irritants.
The Product Support Manager is also contributing to Customers Facing activities:
The preparation of (and participation in) Customers' regular or escalation meetings, as well as Customer User Forums
Supporting Business Analysts for the deployment of Products to new customers,
Delivering Health Checks and customer training
In coordination with the 3 Customer Experience Heads of Region, the Product Support Manager is responsible for defining and steering a continuous learning/upskilling plan for the Customer Experience teams across all regions.
Required Skills/Experience:
Experience in Airline Flight Operation (5-10 years)
Such as working for an airline within Flight Planning / Flight Ops Engineering / EFB Management
Such as working for an OEM or EFB / Flight Management perimeter, with experience in customer service
Superior analytical and problem-solving skills
Strongly focused and self-motivated to overcome challenges to deliver on time with high quality
Project management experience
Flexible, adaptive approach with strong customer focus
Excellent written and verbal communication skills
Strong presentation skills (creation and delivery)
Strong interpersonal skills and an ability to interact effectively with senior management, customers and partners
Good English negotiation level
Ability to drive negotiation discussions internally
Education:
● Degree in Software Engineering or Aeronautics
● Private pilot license would be a plus
Perks:
Located in the heart of University of Waterloo's David Johnston Research + Technology Park, NAVBLUE is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. The modern design of our suite on the second floor of the Accelerator Centre draws its inspiration from airport terminals, and features bright, open workstations, rather than boxed-in cubicles. As part of our family, you will enjoy:
Being part of Airbus Network
Flexible hours
Hybrid working environment (3 days in office)
Free parking
Vacation Days (15 - 25)
Professional Development Day
Christmas shut down
Summer core hours
Strong work-life balance
Casual dress code
Competitive group benefits plan
Strong focus on mental health support benefits
5 Sick Days
2 Personal Days
RRSP matching program
Life Insurance
Employee stock ownership plan
Maternity & Paternity benefits
Referral program
Rewards and Recognition program
Training and Development Support
Monthly Lunch and Learns
Fitness & Wellness reimbursement
An active social committee
Organized Volunteer Events
Game room, including a flight simulator!
Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site
Active Inclusion & Diversity Committee
And much more!
Not to mention, the aviation industry's ongoing digital transformation means we must continually innovate and rise to the many challenges faced by our geographically diverse customers. We are always looking for creative ways to improve our processes and technologies to be a leader in the highly competitive aviation market.
This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.
Company:
NAVBLUE, Inc.Employment Type:
Permanent-------
Experience Level:
ProfessionalJob Family:
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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
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At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.