Product Support Manager, Flight Efficiency

Airbus; Waterloo; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Product Support Manager to lead customer support for Flight Efficiency solutions. This role involves ensuring high-quality support, managing customer interactions, and driving continuous improvement initiatives. The ideal candidate will have significant experience in airline operations, strong analytical skills, and a passion for customer satisfaction. Join a forward-thinking company that values innovation and offers a flexible work environment, competitive benefits, and a commitment to employee well-being. This is an exciting opportunity to make a real impact in the aviation industry as it undergoes digital transformation.

Benefits

Flexible hours

Hybrid working environment

Free parking

Vacation Days (15 - 25)

Professional Development Day

Christmas shut down

Strong work-life balance

Casual dress code

Competitive group benefits plan

Employee stock ownership plan

Qualifications

• 5-10 years in Airline Flight Operations or related fields.
• Strong analytical and problem-solving skills required.

Responsibilities

• Ensure quality support for Flight Efficiency Cluster products.
• Identify and resolve customer issues through L3 support teams.

Skills

Airline Flight Operation experience

Analytical skills

Problem-solving skills

Project management

Excellent communication skills

Interpersonal skills

Negotiation skills

Education

Degree in Software Engineering

Degree in Aeronautics

Private pilot license

Job description

Job Description:

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:

1. The performance and the quality of the support provided to customers by L1/L2 support teams across all regions
2. The prioritization of the issues reported by the Customers to be addressed by L3 teams
3. The steering of the contribution from L3 support teams, including the quality of the Root Cause Analysis
4. The identification of central customers’ irritants to be addressed through specific improvement initiatives
5. 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:

1. The preparation of (and participation in) Customers’ regular or escalation meetings, as well as Customer User Forums
2. Supporting Business Analysts for the deployment of Products to new customers
3. 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:

1. 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:

1. Degree in Software Engineering or Aeronautics
2. 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:

1. Being part of Airbus Network
2. Flexible hours
3. Hybrid working environment (3 days in office)
4. Free parking
5. Vacation Days (15 - 25)
6. Professional Development Day
7. Christmas shut down
8. Summer core hours
9. Strong work-life balance
10. Casual dress code
11. Competitive group benefits plan
12. Strong focus on mental health support benefits
13. 5 Sick Days
14. 2 Personal Days
15. RRSP matching program
16. Life Insurance
17. Employee stock ownership plan
18. Maternity & Paternity benefits
19. Referral program
20. Rewards and Recognition program
21. Training and Development Support
22. Monthly Lunch and Learns
23. Fitness & Wellness reimbursement
24. An active social committee
25. Organized Volunteer Events
26. Game room, including a flight simulator!
27. Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site
28. Active Inclusion & Diversity Committee
29. 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:
Professional
Job Family:
Customer Eng.&Technical Support&Services

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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.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [e-mail].

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.