Responsable des opérations de support digital / Digital Support Operations Manager

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Do you have experience in operations management in a customer service environment, have you worked in the aviation industry, and are looking to grow and develop new skills? This position is for you!

The A220 commercial aircraft Programme is looking for a Digital Support Operations Manager to join our Digital Solutions Deployment and Support team based in Mirabel (Québec, Canada). This department is responsible for supporting and deploying digital solutions for the A220 program, to internal and external customers.

The team organization is established to promote cross-collaboration autonomously, supporting each other and learning collectively.

Your role as Digital Support Operations Manager will be to look after the daily operations of the Deploy and Support team. Your main responsibilities will be the following:

1. Be responsible for the management of transversal activities related to customer support operations, overseeing performance monitoring, Level 1 support management, SLA management and more;

2. Monitor the efficiency and quality of our daily customer support and to manage “improvement” plans;

3. Coordinate the “deployment & support” teams as well as external suppliers/partners to ensure customer support methods and policy are well implemented around the world.

Your working environment:

The A220 commercial aircraft Programme is headquartered in Mirabel, in the greater Montreal area, where the vibrant city of Montreal is just a stone’s throw away. Known for its peaceful and safe environment, the region offers a high quality of life for younger or experienced professionals and families, perfectly balancing career opportunities and outdoor activities that makes it a truly special place to call home.

How we care for you:

1. Financial rewards: Attractive salary, annual bonus, group insurance plan, pension plan and share purchase plan.

2. Work / Life Balance: A hybrid working policy, on-site cafeterias and a highly competitive holiday policy.

3. Wellbeing/Health: Employee Assistance Program (EAP), Discount Program and on-site Medical Service.

4. Individual development: 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.

Your challenges:

Manage L1 support:

1. Ensure the interface between Airbus and the supplier providing the L1 support service, and monitor their activities to ensure that they are in line with the Service Level Agreement (SLA), in terms of quality and lead time of the answers;

2. Manage issues/concerns that the L1 teams encounter or are involved in;

3. Ensure that the internal procedures are applied by the support teams and collaborates with the Product Support Referents to provide the instructions documents and FAQs for Level 1.

Monitor end-to-end support performance:

1. Coordinate the end-to-end support and monitor related performance. Ensure regular monitoring of backlog globally and for key products. Perform regular reviews and action follow-up on a regular basis with L2 support and L3 support;

2. Monitor, analyze and provide performance KPI showing efficiency of customer support teams. Prepare the monthly ‘Digital Solutions Deployment and Support’ Performance Review Meeting;

3. Ensure quality surveillance for L1 and L2. Perform monthly sampling dossier audits. Perform root cause analysis and propose/identify corrective and preventive actions. Consolidate the global action plan and follows related actions.

Prepare new product entry into service:

1. Ensure smooth entry into service of new products & services: making sure all actors and roles are identified, documentation is completed and available, teams are trained before the deployment of the product.

Prepare the future:

1. Contribute to the customer support strategy definition. Actively participate in the new support model process definition and deployment worldwide. Actively participate in the renewal of subcontracting contracts, working in a multifunctional team;

2. Continuous improvements: collaborate with other stakeholders involved in support activities to improve the support process, define the way of working together in order to ensure consistency for our customers.

Other:

1. Ensure all support actors have access to up to date documentation and procedures at any time;

2. Provide key performance indicators (KPI) showing the efficiency of the various support teams;

3. Prepare monthly performance review meeting;

4. Make proposals for continuous improvement;

5. Update working methods and procedures.

Your boarding pass:

1. You hold a college or bachelor degree in business administration, IT management or other related field;

2. You have a minimum of five (5) years of experience in operations management in a customer service environment, or other related experience;

3. You have knowledge of customer desk/help desk processes and tools (such as SalesForce, TechRequest, ServiceNow…);

4. You have operations management and suppliers performance management experience;

5. You have experience in service level management and performance management;

6. You have great support operations processes ability (help desk), decision-making capability, skills for synthesis and ability to communicate in a strongly multi-cultural environment;

7. You have the ability to interact with stakeholders;

8. You have customer mind-set and experience in airlines and/or customer relations management;

9. You have good communication skills;

10. You are a team player, proactive, and have good negotiation skills and facilitation skills;

11. You have knowledge of digital solutions products (an asset);

12. You are fluent in French and English, spoken and written.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Not a 100% match? No worries! Airbus supports your personal growth with customized development solutions.

Take your career to a new level and apply online now!

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