Program Manager - Customer Services Structure Repair

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Job Description:

 

Job Summary: 

As the Customer Services Structure Repair Program Manager you will provide customers with technical solutions/support through direct interface.  The jobholder will ensure a strong program drumbeat and is responsible for the delivery of End to End solutions in urgent or critical situations experienced by Airbus customers in Structure ATAs for all Airbus commercial aircraft, except A220.  Being part of Airbus Commercial Customer Services, you will evolve in a unique environment, within the Customer Care Center, where the support to our worldwide customers is delivered 24/7. You will be responsible for the delivery of End to End solutions in urgent or critical situations experienced by Airbus customers within the region.  

The Structure Repair Program Manager will report to the Head of Structure Repair Solutions (SBCAW / AASBC) and located in Wichita, KS.  The Structure Repair program manager leads the regional team of technical operations leaders and works actively with stakeholders worldwide (1IA, 1SA, 1x).  Within the framework of the Airbus Customer Services policy and processes, the jobholder is responsible for the cascading of objectives to all our stakeholders with associated follow-up and set-up of recovery plan when needed.  Each Program leader is accountable for their stakeholders’ region (Europe, Americas, North Asia, South Asia).

Our Engineers have the privilege of working on complex, highly engineered machines and are involved at all stages of the aircraft life cycle, from product development to manufacturing and direct support to our airline customers. If you’re interested in designing, creating, and testing the present and future of Airbus products across the globe, join our mission to connect the world.

Primary Responsibilities: 

• You will be embedded in an organization that provides 24/7 support to customers worldwide for all Airbus aircraft.

• Drumbeat and enable all our stakeholders on below aspects:

  • Budget (Actuals/Forecast, Unit cost)

  • Performance (OTD, Lead-time)

  • Quality (at each step of the process)

  • Volume of activities (Actuals/Forecast)

  • Headcount (Enabling the “demand”)

  • Technical delegations (Enabling the performance)

  • Continuous improvement

• Manage / lead the Regional team of Operational Leaders

• Work in close relationship with the global team of Operational leaders and SBCB (Operations & Business Efficiency)

• Work closely together with peers in the organization to ensure harmonious team spirit within the overall Repair Solutions organization and to ensure Customer Services objectives are met.

• Define objectives and targets to our stakeholders 

• Regularly follow and drumbeat the activities through Program Review Meetings (PRM)

• Collaborate with the AOG stream leader to ensure that the objectives are aligned between AOG and Heavy Maintenance activities

• Follow or develop the right key performance indicators enabling the 2030 ambitions

• Build and follow the overall budget for structure repair

• Contributes to the consolidation of the Demand Forecast for SBCA.

• Cascades the Demand Forecast into Capacity Requirements for the stakeholders of SBCA

• Identify the R&O and enable the E2E process

• Contributes to the development and enhancement of working policies and procedures for the Repair Solutions activity, and adopts a continuous improvement approach.

• As a new role in the organisation (in Toulouse, Wichita, Beijing and Bangalore), the program leaders community will have to set and deploy the governance and standards associated with the role.

• Provide efficient and tailored support to our customers facing technical matters while ensuring safety.

  • Build a resolution strategy which will enable the return to service of the aircraft as quickly as possible in order to minimize costs impacts and customers’ operational constraints

  • Provide End-to-End solutions taking into account the technical requirements and the supply aspects

  • Lead the resolution plan and involve relevant internal/external stakeholders (Engineering, Airworthiness, Field Service Representatives, Supply chains, Procurement, Suppliers, etc.)

  • Be the voice of the customer and ensure that their expectations are fulfilled

  • Maintain communication and represent Airbus (and promote Airbus image) when liaising with all levels of Airline management under critical scenarios

  • Provide Airbus Top Management with regular updates of the AOG resolution status

  • Perimeter: All A/C Commercial programs (except A220)

• Contribute to Customer Care Center efficiency: 

  • Apply Continuous improvement and Return of Experience principles to maintain and further enhance the efficiency of the business

  • Apply reporting principles as required in Cust. Services Engineering and other instances involved.

  • Contribute to the capitalization and to the sharing of the best practices

  • Apply Continuous improvement and Return of Experience principles to maintain and further enhance the efficiency of the business

Qualified Experience and Training: 

• 10 years Engineering/Technical experience in an Airline/OEM/MRO environment, with understanding of aircraft structure (design, fatigue, materials, etc.) and structural repairs, or mechanical systems.

• Bachelor of Science/Engineering (BSc/BEng) or Business Administration (BBA) degree.  Equivalent relevant airline or MRO experience in the field may be considered.

• Project Management Professional (PMP) accreditation is highly regarded

Knowledge/ Skills/ Demonstrated capabilities:  

• Experienced in Program Management 

• Minimum of 5 years of experience in Customer Service is preferred

• Proven track record of team leadership or management experience

• Ability to communicate effectively, both verbally and in writing, to teams and business partners worldwide.

• Proven capacity to engage, connect and collaborate in a constructive manner with internal and external stakeholders

• Proven track record in change management: strong experience in implementing changes - process/way of working - in medium sized organizations (100-150 people)

• Experience in fast paced / high pressure environments

• Solid interpersonal and agility skills to evolve in a highly-demanding and multicultural environment

• Strong capacity to present resolution plans to senior management and ability to present and discuss at Management and Working level within Airbus and support Customers visits in case of reporting, escalation, etc.

• Capacity to influence

• Basic knowledge of Airbus aircraft structure

Travel Required:

Up to 10%

Eligibility:

Authorized to Work in the US

Direct Reports: 

Is this a people manager? Yes

 

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 Americas Customer Services, Inc.

Employment Type:

US - Direct Hire

Experience Level:

Professional

Remote Type:

Flexible

Job Family:

Customer Eng.&Technical Support&Services

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