Flight Deck Product Support Manager

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 representing the Navblue Customer Support as well as the Voice of the Customer within the NAVBLUE portfolio organization. They will be also responsible for the quality of the support provided by Navblue on the Flight Deck Cluster which includes mainly Flysmart, Mission+ and Aerodata products. The ultimate goal is to ensure Customer Satisfaction on this perimeter.

Main Responsibilities:

• The Product Support Manager is acting as Business Owner representing the Voice of the Customers in the Flight Deck Portfolio organization and governance.
• 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.
• In coordination with the 3 Customers Support Head of Regions, the Product Support Manager is responsible for the definition and the steering of a continuous learning/upskilling plan for the Customer Experience teams across all regions on the Flight Deck cluster.

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:

• Worked for an airline within Flight Ops Engineering / EFB management.
• Worked for an OEM on EFB / Flight Management perimeter, with experience in customer service.

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.
• 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.).
• 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.
• 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.

Travel Required: 20% Domestic and International.

Selection and Recruitment Commitment: We thank all applicants for applying. Only selected applicants will be contacted. Navblue is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. 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.

About Us: 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.