Flight Operations Support Director

Job Description:

The FOSD is allocated to several customer accounts. He/she represents AIRBUS in front of the operators for matters related to Flight Operations and Training.

The role of the FOSD is to lead any support-related activities for the “Flight Operations and Training” Organization in order to:

• Ensure an aligned approach between Flight Operations and Training customers facing stakeholders,

• Achieve ST objectives, whilst satisfying customers. Being aware of customers  feedback/expectations, the FOSD launches appropriate actions by involving all relevant Flight Operations and Training stakeholders and keeps Executive Leadership aware of issues and actions taken.

The FOSD is also part of In-service Core Team (ISCT) as the primary Flight Operations and Training interface between customers and CSD. He/she ensures that the relationship with the key decision makers within Flight Operations and Training Organization are established and maintained from working level to Executive Leadership.

The FOSD is also responsible for organizing Flight Operations Senior Management Meeting prior to the Senior Management Meeting or Executive Review Meeting. The FOSD is fully empowered to lead the preparation, execution and follow-up of those executive meetings and is expected to address key strategic topics in line with the Flight Operations and Training strategy.

Main responsibilities:

The main responsibilities of the FOSD are to:

• Establish and maintain a close and trustful relationship with the operators,

• Gather data and intelligence enabling the organisation to identify customers’ needs and main irritants. He/she also ensures that their needs and expectations are properly addressed by the relevant stakeholders,

• Provide customers’ context within AIRBUS and make recommendations on the level of support/service required to keep the customers satisfied,

• Manage escalations and actions plan in the frame of a well defined ST governance (network, tools, process),

• Promote adherence to AIRBUS operational and training standards,

• Identify opportunities to engage with the customers through different types of events/forums that will support the development of the relationship / intimacy within Flight Operations and Training products and services,

• Identify and report any (potential) safety issue and contribute to safety enhancement

initiatives,

• Organize Executive Leadership visit plan based on customer strategy (i.e. sales campaign, customers heatmap and satisfaction),

• Drive Customer Satisfaction Index survey actions plan and follow-up,

• Provide support when needed to sales and marketing teams. For that purpose, the FOSD is aware of high level contractual commitments in order to be able to manage escalations efficiently.

For their accounts, the FOSD is responsible for coordinating all Flight Operations and Training related activities through the whole aircraft life cycle including all aircraft type Entry into Service (EIS) and daily support.

On top of their customer accounts management activities, the FOSD is expected to lead at least one transversal topic (technical, process, tools, governance) enabling to:

• Increase the efficiency of the organization,

• Foster the One Voice concept,

• Harmonize the way of working within the Customer Facing community within Customer Services.

• Experience Required:

  • More than 5 years minimum of experience in the aerospace industry and 3 years experience in the flight operations domain

  • Hold professional qualifications in aerospace engineering or a related discipline

  • Have a strong level of aviation safety awareness

  • Have demonstrated experience in leading and managing transverse teams and activities with no hierarchical authority

  • Possess an excellent track record of customer interfacing experience

  • Experience in the airline industry would be a plus.

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.

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At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.