Flight Deck Product Support Manager

Navtech, Inc.; Gloucester; On-site; GBP 50,000 - 70,000; Full time

Job summary

NAVBLUE, a trusted partner for airlines worldwide, is seeking a Product Support Manager to ensure quality customer support for Flight Deck solutions. This role involves advocating for customer needs, managing support quality, and directing improvement initiatives within the Flight Deck Portfolio, while collaborating closely with internal teams. Ideal candidates will have extensive experience in airline operations and strong analytical skills to drive product improvement and customer satisfaction.

Qualifications

• 5-10 years experience in Airline Flight Operation.
• Experience in Project/Product Management.
• Knowledge of Airbus/Navblue EFB products.

Responsibilities

• Representing the Voice of the Customer within the NAVBLUE portfolio.
• Advocating for Flight Deck products and addressing customer concerns.
• Managing Customer Support quality across regions.

Skills

Analytical skills

Problem solving

Customer focus

Strong communication

Education

Engineer or Master degree in software engineering or aeronautics

Private pilot license

Job description

Navblue is a trusted partner for 500+ customers worldwide, providing FlightOperations solutionsand services forAirlines.

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.

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

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

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

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
• 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. 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.

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.

NAVBLUE is based in Hersham (UK), Cardiff (UK), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand), Malmö (Sweden), and Gda ń sk (Poland) with other offices all around the world.

Duration

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