Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world.

A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.

Airbus has built on its strong European heritage to become truly international - with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than sixfold order book increase since 2000.

Position Summary:

The Customer Services Performance Manager reports to the Head Of ("HO") Customer Support and Services for Latin America (AAMS). This candidate is responsible for all business performance and management activities within Customer Support and Services. In close coordination with the Head Of Customer Services as well as the management team and any other key stakeholders of the customer services organization the, you will be accountable for supporting the regional Customer Services governance deployment, and continuous execution through project management, business support and performance management activities!

Primary Responsibilities

• Business Performance 30%

• Setup and running of visual dashboards on Excel, Salesforce, Google Suite, Skywise.
• Managing weekly and monthly reporting cycle e.g. AAMS Monthly Business Review, SC/AAMS weekly brief, Monthly Operational Review, Regional Business Reviews, Quarterly Business reviews etc.
• Supporting the Regional Governance implementation and execution: contribute to KPI definition & evolution, aligning with all business units and other regions and challenging proposals if need be.
• Tracking of AAMS top KPIs such as OI, revenue and Customer satisfaction as well as other individual BU KPIs.
• Driving action plans with the respective regional business units to improve any deviations from target of KPIs
• Figuring out best practices globally as well as in other regions and customizing them for implementation in Airbus Latin America

• Business Support 20%

• Preparation of presentations, dossiers, documents, scorecards etc. for the management and/or other relevant bodies.
• Ensure that information based on this data is understandable, updated, consistent, synthesized, available and archived.
• Act as a "barometer," having a sense for the issues taking place in the environment and keeping the HO Customer Services updated
• Assist in coordinating specific meeting attendance or attending on behalf of the HO Customer Services
• Take initiative in the short absence of the HO Customer Services, coordinate and delegate work to others when necessary
• Organizing and managing Team events such as Team Booster, Communication events, conferences, workshops, etc.
• Supporting Customer Services team with the digitalization process by organizing/providing training on tools such as Salesforce, Skywise.
• Support and drive individual projects across the Customer Services function in the areas of strategy and business development within the region in close coordination with the head of business development

• Strategic Project 40%This candidate will be leading a series of strategic projects across the various business lines of customer services

• Synthesize and analyze customer feedback data to identify trends, insights and actionable recommendation to enhance the customer experience
• CSIP focal point for the Latin America region: coordinate the customer feedback survey
• Organize workshop with cross functional teams to develop and implement customer centric initiatives and solutions based on customer insights
• Drumbeat action plan to answer customer needs
• AOS project leader for the Latin America region: liaison with central expert team as well as other regions
• Project management to achieve the year end target
• Provide guidance and support to brick focal points
• Support Customer Support Directors team for dedicated aircraft Entry Into Service (EIS) by managing the implementation roadmap as well as some specific work package
• Sustainability focal point for Customer Services

• Other duties 10%

• Other duties assigned by the management

Education:

Required Masters degree in engineering or business administration

Experience:

• 5+ years or more experience in aeronautical Engineering or business management
• General knowledge of the aviation business, Experience in the aircraft services industry is a plus
• Project Management skills
• Stakeholder management, ability to negotiate and influence
• Ability to build and develop effective cross-functional team work and perform in a multicultural environment
• Prior experience in Business performance management and KPI tracking
• Great command over Google Suite and Excel
• Understanding of Salesforce CRM platform highly recommended
• Ability to understand and deal with complex data and issues and propose improvements solutions
• Ability to execute the visualization of performance management indicators
• Ability to prepare dossiers with synthesized, accurate and consolidated information and data to prepare the decisions
• Excellent writing and communication skills

• 
  Licensure/Certifications:
  • Knowledge, Skills, Demonstrated Capabilities:
    • Strong analytical skills
    • High level of autonomy
    • Synthetic
    • Able to explain financial/commercial impact of technical issues to non-technical audience
    • Professional communication and presentation skills
    • Basic understanding of contract law and corporate finance
    • Adaptability to different cultural environments, proven diplomacy skills, team worker
    • Ability to prioritize, work under stress & drive change
    • Team worker (with central function & local resources)

Communication Skills:

• Fluent in English
• Spanish highly recommended

Travel Required:

• 10% Domestic & International

Eligibility:

• Authorized to work in the US

Clearance:

• None

Decision Making, Complexity:

• Actively takes ownership, initiatives and convince
• The complexity of the job is from the International context, the organization Matrix, and the wide Support and Services portfolio

Nature of Contacts:

• Mainly internal contact at all levels of the hierarchy, from all Airbus functions in the USA, Latin America Region, and Headquarters in Europe.

Equal Opportunity: Airbus is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Airbus is also committed to compliance with all fair employment practices regarding citizenship and immigration status. As a leader in our field, Airbus provides relocation assistance for qualified positions and a comprehensive compensation and benefits package. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.