Manager, CPC Service Operations

Panasonic; Dubai; On-site; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking company that leads the industry in inflight entertainment and connectivity solutions. As a key leader in Customer Support Services, you will oversee the daily operations of the Customer Performance Center, ensuring rapid resolution of operational issues while fostering effective communication with airline customers. This role offers a unique opportunity to develop KPIs, manage a 24/7 call center, and enhance service quality. With a commitment to innovation and a diverse culture, this position promises career growth and the chance to make a significant impact in a dynamic environment.

Benefits

Flexible Benefits Program

Career Development Opportunities

Inclusive Work Culture

Qualifications

• 5+ years of experience in project management and technical support.
• Excellent communication skills, including presentations to executives.

Responsibilities

• Manage daily operations of the Customer Performance Center.
• Provide technical support and maintain communication standards.

Skills

Project Management

Communication Skills

Technical Knowledge of In-Flight Systems

Leadership Skills

Microsoft Office Suite

Education

Bachelor's Degree

Job description

Who We Are : Panasonic Avionics Corporation is the industry leader in inflight entertainment and connectivity solutions, providing products such as movies, games, WiFi, and Bluetooth headphone connectivity. With over 40 years of experience, we offer stability, career growth, and a diverse, inclusive culture that fosters innovation and excellence. Learn more at our website and view open positions at our careers page.

The Position :

A key leader in the Customer Support Services organization, responsible for the daily operations of the Customer Performance Center (CPC) Service Operations Support (SOS) group. Ensures rapid remediation of operational issues within the Panasonic Global Connectivity Network, communicates effectively with customers, and proactively identifies potential network failures. Key responsibilities include managing a 24/7 call center, technical planning and analysis, and overseeing quality assurance within the CPC Service Operations.

1. Strategic and Operational: Provide technical support to airline customers and maintenance personnel, identify training needs, and ensure Passenger Care Operations meet industry and customer standards.
2. Customers and Quality of Service Oversight: Maintain communication standards, provide clear updates during network events, develop KPIs to improve service reputation, and support customer communications to meet or exceed expectations.
3. Staff Development and Planning: Maintain a skills inventory, identify staffing gaps, and plan career development paths for CPC personnel.

What We’re Looking For :

• Bachelor’s degree or equivalent experience.
• 5+ years in project management.
• Knowledge of civil aviation regulations, maintenance training, and technical publications.
• Excellent communication skills, including presentation to executives.
• Technical knowledge of In-Flight Entertainment & Connectivity systems.
• Leadership skills in organizing, planning, and team management.
• Ability to work under pressure with diverse teams.
• Proficiency in Microsoft Office Suite.
• Willingness to travel up to 20% domestically and internationally.

Our Principles : Contribution to Society | Fairness & Honesty | Cooperation & Team Spirit | Untiring Effort for Improvement | Courtesy & Humility | Adaptability | Gratitude

What We Offer : We provide a competitive, comprehensive, and flexible benefits program, valuing the innovative minds behind our success.