Flight Deck Product Support Manager (m/f/d), Toulouse

Airbus is a leading aircraft manufacturer with the most modern and comprehensive family of airliners on the market, ranging in capacity from 100 to more than 500 seats. Airbus champions innovative technologies and offers some of the world’s most fuel efficient and quiet aircraft. Airbus has sold over 13.800 aircraft to more than 360 customers worldwide. Airbus has achieved more than 8,000 deliveries since the first Airbus aircraft entered into service. Headquartered in Toulouse, France.

Tasks

The Product Support Manager is acting as Business Owner representing the Voice of the Customers in the Flight Deck Portfolio organization and governance.
In this frame, they are responsible for

• Advocating for the Flight Deck cluster within the Navblue organization with support and customer point of view.
• The identification of main Customers irritants to be addressed through specific improvement initiatives
• 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 performance and the quality of the support provided to customers by L1/L2 support teams across all regions

The Product Support Manager is also contributing to Customers Facing activities:

• Supporting preparation and participating to Customers regular or escalation meetings, Customers User forums,
• Supporting Business Analysts for the deployments of Products to new customers,
• Delivering Health Checks and Customers trainings

Profile

Education:

• Engineer or Master degree in software engineering or aeronautics
• Private pilot license would be a plus
  

Experience:

• Experience in Airline Flight Operation (5-10 years). Such a background could be:

• a/ ​Worked for an airline within Flight Ops Engineering / EFB management

• b/ Worked for an OEM on EFB / Flight Management perimeter, with experience in customer service

• Multiple years experience in Project/Product Management

Knowledge, Skills, Demonstrated Capabilities & Competencies:

• Superior analytical and problem solving skills
• Strongly focused and self-motivated to overcome challenges to deliver on time and on quality
• Project management experience
• Flexible, adaptive approach with strong customer focus
• Knowledge of Airbus/Navblue EFB products
• Knowledge of Aeronautical data (Charts, FMS database, etc.)
• Experience in Software engineering (SAFE, Agility, etc.)

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

• Excellent written and verbal communication skills:
  • Strong ability to create and deliver presentations related to the cluster of products.
  • Strong presentation skills
• 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
• Ability to convey complex ideas and requirements in a simple manner
• Ability to capture and hold the attention of stakeholders or customers
• Ability to create, mature, and communicate a business case capturing Industry Value and Corporate KPI
• Ability to react quickly and calmly under pressure