Flight Operations Manager

Airbus•Miami, FL

7d•Onsite

About The Position

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. 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 taken. The 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.

Requirements

Hold professional qualifications in aerospace engineering or a related discipline
More than 10 years minimum of experience in the aerospace industry
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
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
Have demonstrated high-level written and oral communication skills in English
Clear verbal and written communication including on technical aspect toward customers
Daily able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings.
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.
Daily able to speak in conversations and meetings, deliver information and participate in communications.
Able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts.
Able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
Able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.
Able to push and pull small office furniture and some equipment and tools.
Daily able to sit for long periods of time in meetings, working on the computer.
Able to squat or kneel to retrieve or replace items stored on low shelving.
Able to stand for discussions in offices or on the production floor.
Able to travel independently and at short notice.
Able to walk through office and production areas including uneven surfaces.
Personal Protective Equipment required: Safety Shoes, Safety Glasses, Hearing Protection, Respirators/Masks, and/or Protective Gloves as required by site and/or customer site. Steel-toed shoes are required for all shop floor visit, appropriate hearing/eye protection may also be required when visiting the shop floor.

Nice To Haves

Bachelor degree or equivalent experience
Experience in the airline industry
Spanish

Responsibilities

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.
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.
Other duties as assigned by the Director of Flight Operations Support