Head of Customer Services Latin America and Caribbean (LAC)

Airbus • Miami, FL

6d • Onsite

About The Position

Partnering closely with functional leads and business lines, the Head of Customer Services Latin America & Caribbean (LAC) drives the achievement of agreed AOP targets, services business development, and order intake growth across the region and its subsidiaries, spanning SATAIR, FHS/TSP, Airframe Services, Training, and SKYWISE Digital Services. Strategically aligned with our corporate focus on reliability and customer satisfaction, the job holder secures operational paths to maintain a great CSIP confidence index and customer satisfaction, continuously monitors fleet operational reliability, and ensures regional support deliverables consistently meet or exceed customer expectations. Adhering to our core company values, the leader is fully accountable for cultivating and growing a high-performance regional Customer Services team.

Requirements

• BS degree or equivalent in Engineering or Business Administration or related fields.
• 15 years of professional experience including 5 years in a leadership role with direct or Indirect (functional or project) people management
• 5 years experience in a Customer Services functions OR Airline operations
• Significant Proven experience with Airline operations exposure, technical and business
• Fluent (influence level) in English and Spanish
• Good technical knowledge of aircraft and services portfolio, probably gained through education and/or experience and interest

Nice To Haves

• Preferred Master degree
• Aviation Engineering degree preferred
• Portuguese, French, German

Responsibilities

• Manage all regional Customer Services activities: 50%
• Achieve Customer satisfaction through CSIP (Customer Support Improvement Program) and objectives for support and services (Prepare the future)
• Ensuring Safety of Operations in the LAC
• Delivering the Customer Support and Services business objectives, and securing Customer Satisfaction with customers in the LAC region (airlines/MROs/lessors)
• Contribute to services sales campaigns through GAM.
• The job holder is responsible for S services order intake targets (Satair, Skywise, Customer care) in the region in accordance with business objectives and specific business line AOP targets
• Develop new business services (airport services, MRO services, training partnership, FHS local repair,...) in the region in accordance with business objectives.
• Secure and accelerate successful development of services (Boost competitiveness)
• Deliver our AOP in terms of support, cost, services revenues gross margin (Deliver on commitment)
• Sustain aircraft operational reliability (Deliver on commitment)
• In coordination with Central Customer Services organization and relevant functional organisations, lead and ensure the following activities are properly conducted for the LAC region: Customer Support Directors Field Service Customer Services Business Development Services delivery (e.g. FHS-TSP, Flight crew and maintenance training, airframe services, digital services) Materials and logistics delivery and support through SATAIR Engineering and technical publications support Fleet efficiency and Engineering activity Digital development and solutions support Flight Operations support activity Flight Operations and Digital Services delivery through SKYWISE Supplier Support
• Drive Airbus Customer Services Strategic initiative in the region (e.g. infrastructure development, MRO activity through partners, training partnerships, supporting delivery of solutions to nations, ecosystem development, developing alliances)
• Safely support growing fleet in Latin America & Caribbean Region
• Secure fleet growth and prepare Airbus Latin America & Caribbean, in particular on the support platform
• Support customer services’ cooperation strategy
• Increase proximity to customer for facilitating support and services
• Lead Local Customer services activities, projects and continuous improvement initiatives .Team management
• Oversee the planning, execution, and delivery of customer services LAC projects and activities, ensuring they are completed on time, within budget, and to the required quality standards.
• Develop services and partnerships (MRO, Airlines)
• Lead a team located in Miami, Fl, and in the LAC countries, fostering a culture of innovation, collaboration, and continuous improvement.
• Provide mentorship and guidance to team members, supporting their professional development and ensuring high levels of performance.
• Implement the Airbus People Tempo (HR cycle) actions for each direct employee and ensure the actions are closed at lower organizational levels
• Ensure associated worldwide processes are applied to ensure continuity with all other geographic regions.
• The job holder ensures and is accountable for the Customer Support process adherence in the LAC region
• The job holder contributes to Airbus overall strategy in the region including driving Customer Services’ cooperation strategy
• Other duties as assigned by the operations or functional management (5%)

Benefits

• Equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status.
• Compliance with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
• Policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.
• Prohibition of any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status.
• Commitment to achieving workforce diversity and creating an inclusive working environment.
• Welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
• Commitment to equal opportunities for all.
• No monetary exchange in the frame of a recruitment process.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager