Flight Operations Manager

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Job Description:

ob Summary: The Flight Operations Support Manager acts as the voice of the customer in the Flight Operations and Training Organization (ST) with two missions:

• Ensure customer satisfaction while preserving AIRBUS / SKYWISE interest

• Influence Flight Operations and Training strategy according to customer feedback and expectations.

Primary Responsibilities:

Description: 90%

The FOSD is allocated to several customer accounts. He/she represents AIRBUS in front of the operators for matters related to Flight Operations and Training.

• Operations and Training stakeholders and keeps Executive Leadership (ST-LT) aware of issues and actions role of the FOSD is to lead any support-related activities for the Flight Operations and Training (ST) Organization in order to:

• Ensure an aligned approach between Flight Operations and Training customers facing stakeholders

• Achieve ST objectives whilst satisfying customers. Being aware of customers feedback/expectations the FOSD launches appropriate actions by involving all relevant Flight

For their accounts the FOSD is responsible for coordinating all Flight Operations and Training related activities through the whole aircraft life cycle including all aircraft type Entry into Service (EIS) and daily support.

The FOSD is also part of In-service Core Team (ISCT) as the primary Flight Operations and Training interface between customers and CSD. He/she ensures that the relationship with the key decision makers within Flight Operations and Training Organization are established and maintained from working level to Executive Leadership.

The FOSD is also responsible for organizing Flight Operations Senior Management Meeting prior to the Senior Management Meeting or Executive Review Meeting. The FOSD is fully empowered to lead the preparation execution and follow-up of those executive meetings and is expected to address key strategic topics in line with the Flight Operations and Training strategy.

• Establish and maintain a close and trustful relationship with the operators

• Gather data and intelligence enabling ST to identify customers needs and main irritants. He/she also ensures that their needs and expectations are properly addressed by the relevant stakeholders

• Provide customers context within AIRBUS and make recommendations on the level of support/service required to keep the customers satisfied

• Manage escalations and actions plan in the frame of a well defined ST governance (network tools process)

• Promote adherence to AIRBUS operational and training standards

• Identify opportunities to engage with the customers through different types of events/forums that will support the development of the relationship / intimacy within Flight Operations and Training products and services

• Identify and report any (potential) safety issue and contribute to safety enhancement

initiatives

• Organize Executive Leadership visit plan based on customer strategy (i.e. sales campaign customers heatmap and satisfaction)

• Drive Customer Satisfaction Index survey actions plan and follow-up

• Provide support when needed to sales and marketing teams. For that purpose the FOSD is aware of high level contractual commitments in order to be able to manage escalations efficiently.

On top of their customer accounts management activities the FOSD is expected to lead at least one transversal topic (technical process tools governance) enabling to:

• Increase the efficiency of the organization

• Foster the One Voice concept

• Harmonize the way of working within the Customer Facing community within ST.

Additional Responsibilities: 10%

Other duties as assigned by the Director of Flight Operations Support

Qualified Experience and Training:

Education:

• Hold professional qualifications in aerospace engineering or a related discipline

Preferred

• Bachelor degree or equivalent experience

Experience:

• More than 10 years minimum of experience in the aerospace industry and 3 years experience in the flight operations domain

• Have a strong level of aviation safety awareness

• Have demonstrated experience in leading and managing transverse teams and activities with no hierarchical authority

• Possess an excellent track record of customer interfacing experience

Preferred

• Experience in the airline industry

Licensure/Certifications:

Required3r

Preferred

Travel Required:

• 25% Domestic and International

Citizenship:

• Authorized to work in the US

Clearance: na

Qualified Skills: (

Knowledge Skills Demonstrated Capabilities:

• Proven resilience and ability to work under significant exposure and pressure

• Be able to prioritize and handle competing tasks in a dynamic context and complex situations

• Be able to coordinate various stakeholders

• Possess strong interpersonal/negotiation skills in a multi-cultural environment

• Have strong influence and negotiation skills being able to convince or negotiate with customers in complex situations

• Be able to influence customers strategy

• Have demonstrated ability to work and collaborate in multi-functional teams

• Be able to work autonomously and take initiatives

• Demonstrate leadership ownership empathy flexibility assertiveness and humility

Organizational information:

Reports to Ho Flight Opss

Communication Skills:

Required:

• Have demonstrated high-level written and oral communication skills in English

• Clear verbal and written communication including on technical aspect toward customers

Preferred:

• Spanish

Technical Systems Proficiency:

Required:

Preferred:

Complexity of the Role:

Level of Decision Making:

Direct Reports:

Is this a people managerNo

Job Dimensions:

• The FOSD will be expected to meet the customer visits objective while remaining at or below the AOP trave budget

• The FOSD will report back to Airbus/Skywise any potential business opportunities which bring added value to the customer and Airbus/Skywise

• The FOSD should be proactive in identifying opportunities and customer needs

Nature of Contacts:

• The FOSD is responsible for continual communication with customers. The regular points of contact for customers will be Tech Pilots Director/VP of Flight Operations and Training.

• The FOSD will be responsible for sharing customer information internally with the CSD and ST management and the In Service Core Team

• The FOSD is expected to report any potential safety risk to the Regional Safety Directors

Physical Requirements:

• Onsite or remote: 60%

• Vision: Daily able to see and read computer screen and other electronic equipment with screens able to read documents reports and engineering drawings.

• Hearing: Daily able to participate in conversations in person and via teleconference or phone and to hear sounds on production floor including safety warnings or alarms.

• Speaking: Daily able to speak in conversations and meetings deliver information and participate in communications.

• Equipment Operation (personal computer telephone copies fax machine and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts.

• Carrying: able to carry documents tools drawings electronic equipment up to 30lbs/14kgs.

• Lifting: able to lift documents tools drawings electronic equipment up to 30lbs/14kgs.

• Pushing / Pulling: able to push and pull small office furniture and some equipment and tools.

• Sitting: Daily able to sit for long periods of time in meetings working on the computer.

• Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.

• Standing: able to stand for discussions in offices or on the production floor.

• Travel: able to travel independently and at short notice. 25%

• Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces. Daily

• Personal Protective Equipment required: Required PPE includes but is not limited to Safety Shoes Safety Glasses Hearing Protection Respirators/Masks and/or Protective Gloves as required by site and/or customer site

• Administrative position only PPE required: Steel-toed shoes are required for all shop floor visit appropriate hearing/eye protection may also be required when visiting the shop floor.

Equal Opportunity:

All qualified applicants will receive consideration for employment without regard to race color sex sexual orientation gender identity religion national origin disability veteran status age marital status pregnancy genetic information or other legally protected status

As a leader in our field Airbus provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.

As a matter of policy Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.

Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will meaning either the company or the employee can terminate the employment relationship at any time with or without cause with or without notice.

NOTE: Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity as the foundation for the Companys success reputation and sustainable growth.

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