AMER Flight Deck Product Support Lead

NAVBLUE is a trusted partner for over 500 customers worldwide, providing Flight Operations solutions and services to airlines.
NAVBLUE is looking for a Product Support Lead responsible for the quality of the support provided by NAVBLUE on the cluster of Flight Deck products. The ultimate goal is to ensure a high level of Customer Satisfaction.
For the assigned Products Cluster, the Product Support Lead is responsible for:
The performance and the quality of the support provided to customers by L1/L2 support teams across the AMER (North America and South America) region for the Flight Deck cluster of products (Mission+, Dispatch+, Flysmart, and more)
Supporting the Principal Support Manager (PSM) in the prioritization of the issues reported by the Customers to be addressed by L3 teams
Supporting the PSM in steering L3 support team activities with regard to the quality and accountability of Root Cause Analysis events
The identification of Customer irritants to be addressed through specific improvement initiatives
Ensuring Ticket Quality (gathers necessary info, uses troubleshooting methods, uses documentation/Knowledge Base (KB), works to replicate/confirm issues locally or by signing into customer environment)
The Product Support Leader has comprehensive knowledge of the products they support, including both the customer-facing aspects and the server-side components.
The Product Support Lead also contributes to Customer Facing activities:
Preparing, attending and following up on customer meetings between NAVBLUE and customers on customer support topics
Participating in and contributing to regular NAVBLUE customer support internal meetings, such as ticket backlog reduction meetings, product synchronization meetings, and product delivery meetings.
Participating in Product testing (running & updating test scripts)
Participating in Customer regular or escalation meetings
Working together with the PSM to plan and attend Customer User forums,
The Product Support Leader is also responsible for contributing to the following people management activities:
Leading and supporting the team in terms of operational management
Assisting the NAVBLUE Customer Support Head of AMER Region with delegated administrative tasks such as objective setting and people development.
Engineering or Master's degree in software engineering, aeronautics, or equivalent post-secondary degree

Experience in Airline Flight Operation (5-10 years)
Worked for an airline within Flight Ops Engineering / EFB management
Worked for a software development company
Worked for an OEM on EFB / Flight Management perimeter, with experience in customer service

Strongly focused and self-motivated to overcome challenges to deliver on time and on quality
Project management experience
Flexible, adaptive approach with strong customer focus
The modern design of our suite on the second floor of the Accelerator Centre draws its inspiration from airport terminals, and features bright, open workstations, rather than boxed-in cubicles. Being part of Airbus Network
Flexible hours
Hybrid working environment (3 days in office)
Vacation Days (15 - 25)
Professional Development Day
Casual dress code
Strong focus on mental health support benefits
2 Personal Days
Life Insurance
Training and Development Support
An active social committee
Game room, including a flight simulator
with a shower on site
Active Inclusion & Diversity Committee
Not to mention, the aviation industry s ongoing digital transformation means we must continually innovate and rise to the many challenges faced by our geographically diverse customers. We are always looking for creative ways to improve our processes and technologies to be a leader in the highly competitive aviation market.
We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. Accommodations will be available on request for candidates throughout the entire recruitment and selection process.
NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions. You ll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world. You ll have the opportunity to support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.
You ll join a team with a focus on digital and collaborative innovation that is passionate and customer-focused. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.
Airbus and all subsidiaries, including NAVBLUE are proud to have been recognized as a Global Top Employer for 2025 . Based on eight criteria: physical workplace, work atmosphere and social, health financial and family benefits, vacation and time off, employee communication, performance manager, training and skills development and community involvement. NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission: lead aviation into the digital age.
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.
Permanent
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Customer Eng.&Technical Support&Services
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