Full-time Customer Service Support - Waterloo, ON, Canada - Airbus

Description

Head of Customer Support - AMER page is loaded Head of Customer Support - AMER
Apply locations Waterloo time type Full time posted on Posted 8 Days Ago job requisition id JR

Job Description:

The HO Customer Support - AMER will support the strategy, vision and roadmap for the Customer Experience(CX) organization in NAVBLUE.

Will lead and develop technically oriented tier 1,2 and 3 customer support teams in a 24/7 operating environment.

The incumbent will be responsible for working closely with HOS of other regions for delivering the overall strategy of customer support, using their knowledge of the overall business strategy, and world class best practices.

Working in partnership with the satellite teams including but not limited to Software, Product Management, and Commercial teams to establish, implement and document processes.

This position is responsible for Customer Support for NAVBLUE products.
Develop a world-class customer support agenda, including:
Fulfilling contracted services
Facilitate the development of an accountability action chain, establishing approaches and implementation to understand customer loyalty and return on investment
Ensure availability and delivery of customer training and product documentation by working with the Customer Fulfillment organization
Work with Customer Fulfillment organization on building a resilient transition plan from delivery to support across all new clients
Take a leadership role in fostering a quality improvement mindset
Develop standardized methods of dealing with customer service issues, and continuously improve performance in client satisfaction through the effective management of people, implementation of systems & tools
Identify, Support, develop and mentor direct reports to advance the appropriate customer focused skill set among Customer Support staff
Complete any other assignments, duties and projects that may be assigned


Qualified Experience/Skills/Training:
Bachelors degree or equivalent experience
3+ years Customer Service Center Management experience with emphasis on developing an organization while meeting business objectives
Familiar with airline operations and knowledge of the NAVBLUE portfolio of products and services is expected.
Ability to create, lead, and influence transformational projects within a cross functional matrix environment
Proven ability to drive change and influence and motivate individuals at all levels of the organization and to take appropriate risks
Proven experience managing multiple projects simultaneously

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.

Being part of Airbus Network
Flexible hours
Hybrid working environment (3 days in office)
Casual dress code
Training and Development Support
An active social committee
Game room, including a flight simulator
with a shower on site
Active Inclusion & Diversity Committee

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.

We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class.

Accommodations will be available on request for candidates throughout the entire recruitment and selection process.

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions.

You'll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world.

You'll have the opportunity to support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.

You'll join a team with a focus on digital and collaborative innovation that is passionate and customer-focused.

Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.

Based on eight criteria:

physical workplace, work atmosphere and social, health financial and family benefits, vacation and time off, employee communication, performance manager, training and skills development and community involvement.

Plus, NAVBLUE was recognized as one of Canada's Best Employers for Recent Graduates in NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission: lead aviation into the digital age.

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.

Permanent

Leadership By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment.

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.

As such, we will never ask for any type of monetary exchange in the frame of a recruitment process.

Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.
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