Digital Service Delivery Manager - Hybrid

Panasonic • Irvine, CA

13h • $102,000 - $171,000 • Hybrid

About The Position

Acting as a strategic liaison who understands the full spectrum of airline digital priorities with primary focus of Marketplace. While the position requires an understanding of branding principles, marketing strategies, and airline loyalty programs, the Digital SDM must have a solid grasp of marketplace capabilities, and an understanding of the synergies between OneMedia and Modular Interactive and an intimate understanding of the airline partner’s brand voice, marketing objectives, loyalty initiatives, and broader commercial strategy. This strategic awareness enables the SDM to quickly diagnose needs, anticipate downstream impacts, and engage the right operational experts at the right moments to drive successful outcomes. Help establish best practices for digital onboarding and manage key stages of digital EIS (entry into service) (testing, integration, training), data, content loading, product optimization, and ongoing product maintenance and client interaction.

Requirements

• Ability to build on the digital value proposition with an understanding of digital products and the cross-functionality and integration of each.
• Ability to prioritize, multitask and handle pressure and deadlines within a lean fast-paced tech and digital environment.
• Proven experience of service delivery success.
• Excellent communication & interpersonal skills, with the ability to liaise effectively with both technical & non-technical stakeholders.
• Strong organizational skills and presentation skills.
• Proven experience in customer solution management and project management experience.
• Strong problem-solving skills to identify customer needs and provide recommendations.
• Understand the unique environment of In-Flight Entertainment/In-Flight Entertainment Connectivity (IFE/IFEC) and airline customer experiences.
• Understanding airline ancillary revenue.
• Self-starter and proactive.
• Proficient with mainstream Mac/PC desktop applications (Excel, Word, Outlook, PowerPoint, VISIO). Strong Excel and PowerPoint skills preferred.
• Bachelor’s degree (Business, Marketing,).
• 8+ years of project management and/or service delivery.
• Approximately 20% travel may be required (Domestic and/or international).
• All applicants are subject to Company policies, third party customer and worksite requirements, and government requirements, regarding vaccination and/or testing for COVID-19. Where permitted by applicable law, applicants may be required to be fully vaccinated with an authorized COVID-19 vaccine as a condition of employment, unless they are eligible for and obtain an exemption based on a reasonable accommodation because of a disability or a sincerely held religious belief, practice, or observance. While the Company strongly encourages COVID-19 vaccinations, it may require vaccination and/or testing for positions in which third party customer, worksite, or government requirements apply, in accordance with applicable law. At those locations where requirements apply, exemptions will be considered based on applicable law.
• All candidates must have valid authorization to work in the U.S.

Responsibilities

• Support airline needs for digital product customer success by overseeing the digital product customer journey, specifically focused on oversight of configuration, testing, integration, and supporting customer training to meet deadlines.
• Obtains and provides customer feedback to cross-functional partners related to additional maintenance or fixes, as needed. Proactively recommend enhancements or additional features that align with their evolving digital business needs.
• Collaborate with airlines to understand their business goals, sales strategies, challenges, and unique needs within the context of our digital product portfolio and its value proposition.
• Determine and develop approaches to solutions.
• Identify and resolve any issues which may inhibit implementation of Marketplace
• Conduct customer service workshops and presentations; monitor and measure client satisfaction.
• Serve as the primary point of contact for airline and internal PAC customer communication, managing expectations, addressing inquiries, & acting as a bridge between the cross-functional product team and the customer.
• Participate and present in select meetings with internal teams, digital customers, vendors and interactives.
• Partner with Product Line Manager to facilitate the role out of new features.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees