Field Enablement & Operations Manager

Panasonic•Irvine, CA

11d

About The Position

This role builds and operates the operational-intelligence and field-enablement capability for Global Customer Support Field Engineering. It helps CSFE identify recurring field issues earlier, assess fleet and customer risk, improve technical decisions, and turn field evidence into measurable product, service, and operational improvements. The role integrates aircraft, fleet, reliability, incident, customer-support, readiness, operational, and AI-enabled evidence into trusted reporting, investigation methods, executive reviews, training materials, and self-service tools. It partners across CSFE, Global Technical Engineering, Product, Engineering, Incident Management, CPC, PTS, GTO, and data and AI teams to clarify ownership, accelerate action, and improve field-to-product closure while applying responsible AI practices with human review, source transparency, data-quality awareness, and governance discipline.

Requirements

Advanced knowledge of field engineering, operational intelligence, performance measurement, customer support operations, technical investigations, workflow improvement, AI-enabled business process enablement, operational analytics, KPI development, data quality, governance, and evidence traceability.
Ability to implement repeatable reporting routines, investigation methods, operating mechanisms, training materials, and self-service tools.
Experience working with cloud-based data platforms (AWS or equivalent), APIs, workflow automation, and modern reporting environments.
Experience applying Generative AI, Large Language Models (LLMs), copilots, or agentic AI workflows to operational reporting, technical investigations, knowledge management, field enablement, and decision support within enterprise environments.
SQL and Python proficiency with hands-on experience interrogating complex operational data using modern business intelligence, analytics, and cloud-based data platforms to develop trusted reporting, automate analytical workflows, and support evidence-based decision making.
Ability to lead cross-functional work without direct authority and translate evidence into clear technical, operational, executive, and customer-facing communication.
Demonstrated ability to solve cross-functional operational and technical problems.
Strong expertise in connecting field evidence, customer impact, engineering and product ownership, and business outcomes.
Proven ability to define CSFE operational-intelligence methods, evidence standards, performance definitions, and reporting mechanisms.
Strong ability to prioritize and escalate significant failures.
Ability to facilitate assignments and follow-through with accountable operational, engineering, product, or service owners.
History of regular engagement with CSFE leadership team.
Experience in regularly engaging PAC regional leaders and any of the following: Global Technical Engineering, Incident Management, CPC, Product, Engineering, PTS, GTO, Data teams, Customer-facing stakeholders.
Bachelor’s degree in a relevant discipline, or equivalent combination of education and substantial applicable experience at discretion of hiring manager.
8+ years of progressively responsible experience in technical operations, field engineering, analytics, reliability, customer support, or performance improvement; equivalent senior or lead-level impact may be considered with an advanced degree or directly relevant experience.

Responsibilities

Build trusted CSFE reports, dashboards, leadership reviews, customer-facing inputs, and decision-support views with source lineage, caveats, confidence levels, refresh expectations, and appropriate AI-enabled summarization, anomaly detection, and insight generation.
Lead complex field investigations by defining scope, affected populations, impact, evidence confidence, ownership, recommended actions, and analytical playbooks. Apply AI and machine-learning techniques where appropriate to detect patterns, support root-cause analysis, and prioritize field risks.
Develop reusable frameworks, templates, prompts, guides, training, onboarding, office hours, and communities of practice that increase field self-sufficiency, support responsible AI adoption, and reduce reliance on a single specialist.
Standardize intake, prioritization, escalation, reviews, KPI definitions, scorecards, cadence, closure mechanisms, ownership clarity, and governance expectations for systemic field issues, operational-performance risks, and AI-enabled workflows.
Clarify decision rights, surface unowned risks, route significant findings to accountable Product, Engineering, Service, operational, or data and AI owners, and track disposition without duplicating ownership.

Benefits

Flexible paid time off for exempt salaried employees.
14 vacation days per year + 7 sick days + 3 personal days for non-exempt hourly employees, with accrual rate increasing with tenure.
11 company paid holidays per year.
Office closure between Christmas and New Year.
Additional compensation for operational positions working on holidays.
Medical insurance offerings from Aetna and Kaiser (CA & HI) with options for Employee Only, Employee + Spouse/Domestic Partner, Employee + Children, or Family.
Dental PPO and DMO options.
Vision insurance through EyeMed or VSP.
401K with 50% match on up to 8% contribution, fully vested from day 1.
Washington’s Family and Medical Leave program (for Washington residents).
Washington’s Paid Sick Leave program (for Washington residents).
Wellness Program.
Counseling services.
FSA & HSA.
Life Insurance for employee, spouse and child.
AD&D Insurance.
Long-term and Short-term disability.
Critical Illness Insurance.
Accident Insurance.
Legal Assistance.
Pet Insurance.
Identity Theft Protection.
Dependent Care FLSA.
Education Assistance.
Commuter Program.
Employee Purchase Program.
Service Award Program.