Head of Customer Support

6 months ago

Waterloo, Canada Airbus Full time

**Job Summary**:
The HO Customer Support - AMER will support the strategy, vision and roadmap for the Customer Experience(CX) organization in NAVBLUE. Will lead and develop technically oriented tier 1,2 and 3 customer support teams in a 24/7 operating environment. The incumbent will be responsible for working closely with HOS of other regions for delivering the overall strategy of customer support, using their knowledge of the overall business strategy, and world class best practices.

This position will be hands-on where necessary, establish achievable objectives, focused and able to mentor and grow a strong department within the organization. Working in partnership with the satellite teams including but not limited to Software, Product Management, and Commercial teams to establish, implement and document processes. The HO Support - AMER will work closely with the Process Optimization organization within CX to build it, develop tangible reports measuring success, drive accountability within the organization. The incumbent will be accountable for ensuring established SLA’s are honored and improved upon and guarantee the satisfaction level of all clients.

The incumbent is responsible for customers located around the world and support staff located within Canada.

This position is responsible for Customer Support for NAVBLUE products.

**Responsibilities**:

- Develop a world-class customer support agenda, including:

- Enhancement of current workflows
- Tracking and improving productivity,
- Fulfilling contracted services
- Comprehensive departmental documentation and procedural checklists
- Timely resolution of customer issues
- Be aware of critical issues and monitor issues are resolved per established SLA - if resolution is not possible, work with the teams on providing a workaround
- Establish relationship with the customers that funnels into making this role the ultimate escalation point of contact for the region
- Determine and define what NAVBLUE’s customers value and how the differentiating experience will be delivered.
- Facilitate the development of an accountability action chain, establishing approaches and implementation to understand customer loyalty and return on investment
- Ensure availability and delivery of customer training and product documentation by working with the Customer Fulfillment organization
- Work with Customer Fulfillment organization on building a resilient transition plan from delivery to support across all new clients
- Take a leadership role in fostering a quality improvement mindset
- Develop standardized methods of dealing with customer service issues, and continuously improve performance in client satisfaction through the effective management of people, implementation of systems & tools
- Identify, Support, develop and mentor direct reports to advance the appropriate customer focused skill set among Customer Support staff
- Complete any other assignments, duties and projects that may be assigned

**Qualified Experience/Skills/Training**:
**_Education: _**
- Bachelors degree or equivalent experience
- Aviation/Aeronautical knowledge

**_Experience: _**
- 3+ years Customer Service Center Management experience with emphasis on developing an organization while meeting business objectives
- Familiar with airline operations and knowledge of the NAVBLUE portfolio of products and services is expected.

**_Knowledge, Skills, Demonstrated Capabilities & Competencies: _**
- Ability to create, lead, and influence transformational projects within a cross functional matrix environment
- Excellent management, analytical and problem resolution skills
- Progressive and proven record of leadership
- Proven ability to drive change and influence and motivate individuals at all levels of the organization and to take appropriate risks
- Excellent organizational and time management skills
- Proven experience managing multiple projects simultaneously
- Ability to contribute in a collaborative environment
- Experience in real time, mission critical operations, preferably in a 24 x 7 situation
- Experience with multi-user call tracking systems

**Perks**:
Located in the heart of University of Waterloo’s David Johnston Research + Technology Park, NAVBLUE is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. 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. As part of our family, you will enjoy:

- Being part of Airbus Network
- Flexible hours
- Hybrid working environment (3 days in office)
- Free parking
- Weekly Breakfast
- Vacation Days (15 - 25)
- Professional Development Day
- Christmas shut down
- Summer core hours
- Strong work-life balance
- Casual dress code
- Competitive group benefits plan
- Strong focus on mental health support benefits
- 5 Sick Days
- 2 Personal Days
- RRSP matchi

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