Customer Support Operations Lead

Function

Customer Experience
- Location
- Waterloo, Ontario- Reference
- Contract type
Permanent- Working time
Full Time**Job Summary**:
Reporting to the Head of Process Optimization Strategy (POS) the Customer Support Operations Lead (CSOL) will be responsible for creating process flows for CX, writing documentation such as Quick Reference Handbooks (QRH), and Standard Operating Procedures (SOP) manuals inside Customer Experience (CX) in order to streamline and have a planned industrialization of CX Processes.

**Responsibilities**:

- Develop, document, and maintain the current processes and the newly planned process changes and assist in the Management of Change, largely in the CX team which could positively impact NAVBLUE customers.
- Create/write the flow-charts for the structure of CX as a whole and specifically for Support Processes, CSM work-flow and so on.
- Assist with administrating CX tools on an operational level (freshworks suite, statuscast)
- Assist HO POS on strategizing the work-flow and try to bring ideas for a future CX that could simultaneously render support to Multi-product/Multi-client transnational approach.
- Successfully perform the role of change-agent where needed. Initiate and drive the process change.
- Develop tools and collaborate with CX managers and CX agents to uncover operational problems as they occur, formulate solutions and improvement opportunities.
- With HO POS, reset the parameters for Meetings, Rituals, Trainings, Upskilling and Knowledge base for Regional Support Teams and CSMs.
- Ability to train new Customer Support Specialists on our Customer Support process and Agent Handbooks.
- Identification and reduction of waste processes.
- Mapping of Support level functions and devising a strategy of improvement, whereby the customer needs are met in a more efficient manner.
- Suggest training and upskilling of support / CSM personnel based on the observed parameters.
- Coordinate with stakeholders for improvement in communication and process improvement of support levels and their regular meets.
- Act as a point of contact for all Export Control matters and make sure our customer database is up to date according to those rules
- Ensure the support database matches the contracts and that support is started/stopped/resumed
- Assist with handling the offboarding of NB employees from our CX tools
- Action Safety, Security & Compliance (SSC) and Support Portal access tickets
- Act as a point of contact for Data governance
- Be the point of contact of the LOOP process execution in CX

**Required Skills/Experience**:

- Bachelor's degree in Project Management, Business Administration, or a related field.
- Familiar with airline/CX operations and knowledge of the NAVBLUE portfolio of products and services is considered an asset.
- Strong communication skills and able to deal at all levels within NAVBLUE
- Working-knowledge of Lean and Agile methodologies
- Familiar with Google suite (comfortable with creating complex spreadsheets)
- Familiarity with Freshdesk or an equivalent ticketing system
- Able to think critically and take a proactive approach to identify problems, issues, and opportunities.
- Strong ability to work autonomously and present ideas for continuous growth and improvement
- Strong written/verbal communication, organizational, and customer service skills
- Strong analytical and problem-solving skills
- A team player

**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 matching program
- Life Insurance
- Employee stock ownership plan
- Maternity & Paternity benefits
- Referral program
- Rewards and Recognition program
- Training and Development Support
- Monthly Lunch and Learns
- Fitness & Wellness reimbursement
- An active social committee
- Organized Volunteer Events
- Game room, including a flight simulator
- Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site
- Active Inclusion & Diversity Committee And much more

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 w