Head Of Deployment and Support - ASIA Region

Job Description:

SUMMARY

The company provides comprehensive, integrated solutions that drive operational efficiency, enhance safety, and support business growth for airlines and the wider aerospace industry worldwide. Our innovative portfolio spans Electronic Flight Bag (EFB) solutions, flight operations, crew planning, digital maintenance, tech ops, ground ops, maintenance capability, and predictive insights designed to navigate the complexities of modern air travel. With a commitment to fostering digital transformation, we leverage cutting-edge technologiesI to empower our customers to achieve optimal performance and maintain their competitive edge in a rapidly evolving market.

HO Deployment and Support - ASIA Region

The Head of Deployment and Support in the ASIA region (South Asia, China and APAC), will be a pivotal strategic leader, fully accountable for defining, driving, and embedding a world-class customer experience across all company touchpoints within a specific geographical region. Accountable for the Deployment and Support team within the region, the HO Deployment and Support will focus on the full digital landscape, encompassing several product portfolios (Fleet Performance, Skywise Core, eOps, Flight Deck, Ops&Crew, Flight Efficiency) . This role requires a strong blend of strategic vision, operational execution, and outstanding leadership to ensure customer satisfaction, loyalty, and advocacy, ultimately contributing directly to regional business growth and meeting ambitious retention and revenue targets. The ideal candidate will be an expert in the aviation or B2B software sector, with a proven track record of transforming customer journeys.

Responsibilities:

● Deploy the digital solutions, which includes:

• Delivering trainings to the Customers,
• Managing the change for customers (identifying the impacts on their

processes, providing best practices recommendations, etc.)

● Provide support to customers in their daily operations and ensure appropriate SLA

● Conflict and Crisis Resolution: serve as the primary management point of escalation for customer or operational issues. Make informed, timely, and high-stakes decisions to resolve conflicts, maintain business continuity, and protect the company’s interests. Closely follow the customers’ satisfaction and build intimacy with the customer through proactive actions engaged by your central & regional teams

● Be the local Voice of Customers and liaise with central Support and Services team to take into account customer feedback and influence the product strategy

● Global CX Alignment: actively work with other Heads of Deployment & Support in the Regions, and with Support & Services central team to ensure strategic alignment, best practices and standardized global processes.

● Continuous Improvement, including transverse activities beneficial for all Regions (Knowledge Database maintenance, Support to Marketing teams with detailed product demo, Robustness Plan initiatives…)

Leadership, Customer & Operational Performance

• Regional Team Management: Lead, mentor, and inspire the regional Deployment & Support team, ensuring they have the skills, resources, and motivation to deliver exceptional customer value.

• Ensure the training and knowledge base of team members is updated through regular awareness sessions and information sharing

• Cross-Functional Collaboration: Partner closely with other functions to prioritize and advocate for customer needs through the portfolio roadmap.

• Performance Monitoring: Monitor, and report on key performance indicators (KPIs) and metrics, providing actionable insights

• Continuous Improvement: contribute or lead cross-functional regional initiatives to address major customer pain points and process inefficiencies, driving significant, measurable improvements in customer satisfaction and operational efficiency.

• Contribute to the company’s financial objectives by maintaining appropriate budgets and contributing to revenue realization

Qualification & Professional skills:

• University degree (or equivalent) in Engineering and/or Information Systems

• Minimum of 15 years of increasing responsibility - experience developing and supporting complex products and systems

• Minimum of 5 years experience in a leadership or management role, ideally in the customer experience area

• Demonstrated success in developing succession plans, creating a culture of accountability, providing regular constructive feedback, and continuously improving team capabilities.

• Possesses excellent written and verbal communication skills, with the ability to convey complex strategic information clearly and persuasively to C-suite executives, customers, employees, and board members

• Expert ability to build consensus and effectively collaborate with cross-functional stakeholders (e.g., Product, Finance, Legal) at all levels to achieve regional goals

• High emotional intelligence, capable of building genuine relationships and inspiring trust both internally with the team and externally with key clients and partners

• Proven methodology for using data-driven insights to identify areas of underperformance, implement corrective actions, and ensure high levels of performance and accountability across the entire regional organization

• Strong Customer Focus mindset (experience in airlines and/or customer facing would be a an asset)

• Team player, proactive, facilitation skills to lead a transnational team, with a strong sense of empathy

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.

Company:

Airbus Flight Operations Services Limited

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Leadership

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