Responsable performance qualité en service / In Service Quality Performance Manager

Airbus•Montreal, QC

11d•Hybrid

About The Position

The A220 Commercial Aircraft Program is seeking a Customer Quality Representative to join our Quality team based in Mirabel (Quebec, Canada), where you will work toward ensuring customer satisfaction. You will be part of the "Customer Line" team, responsible for representing the Quality function to our customers. Our team is structured to promote cross-functional collaboration and autonomy, while fostering mutual support and collective learning. As a Customer Quality Representative, your role will be to secure the customer feedback loop as part of the Airbus delivery team. You will define and agree with the customer on key "irritants" — at both the fleet and program levels — and ensure they are addressed by the Airbus ecosystem.

Requirements

You hold a university degree in engineering (aerospace, mechanical, industrial) or similar, or you possess significant and relevant professional experience
You have a minimum of 10 years of experience in the sector
You possess a strong knowledge of aircraft structure and/or systems
You demonstrate strong leadership skills, in line with the AIRBUS leadership model
You are proficient in project management and change management
You are proficient in continuous improvement
You are able to communicate at all levels of the organization and across all functions
You are autonomous
You have a strong team spirit
You demonstrate innovation and vision
You demonstrate strong decision-making skills
You know how to influence and mobilize others
You possess experience in problem-solving methodologies and tools
You are bilingual (French and English), both written and spoken
You have the ability to lead projects in a transforming environment with excellent communication skills

Nice To Haves

Experience in quality, programs, supplier quality, or customer service (ideally with strong knowledge of aircraft structure and/or systems)

Responsibilities

Deploy and promote Customer Centricity within the Airbus Canada Quality organization.
Act as the primary focal point for A220 Customer Services regarding quality performance, interfacing with other Quality entities to ensure a "single voice" to both internal and external customers.
Consolidate quality "pain points" reported by operators throughout the product lifecycle (pre-FAL, FAL, Delivery, Support) and coordinate continuous improvement initiatives.
Establish and maintain a digital In-Service Quality performance dashboard utilizing SMART indicators.
Represent the Quality function (ABQS) during performance reviews (ABS) by providing Key Performance Indicators (KPIs).
Lead operational improvement projects and eradicate the recurrence of in-service events through Root Cause Analysis.
Map existing Feedback Loop processes for the A220 and the wider Airbus product line to define and support global improvement pillars.
Define internal communication channels to share the operational reality of our customers.
Ensure close collaboration with the Airbus In-Service Quality organization in Toulouse to exchange best practices (First Class Room, standards, etc.).

Benefits

Attractive salary
annual bonus
group insurance plan
pension plan
share purchase plan
A hybrid working policy (based on operational needs)
on-site cafeterias
a highly competitive holiday policy
Employee Assistance Program (EAP)
Discount Program
on-site Medical Service
access to a public shuttle service between Laval (Montmorency metro station) and Mirabel
a carpooling application
Great upskilling opportunities and development prospects with unlimited access to +10.000 e-learning courses to develop your employability, certifications, accelerated development programmes, national and international mobility.