Customer Support Performance Manager

Customer Support Performance Manager

Customer satisfaction is a major driver and key metric with the Customer Services organization. The Customer Support Performance Manager will support the Customer Support team by implementing an operational performance culture and leading the associated governance which will contribute to the improvement of our Customer Satisfaction metrics in the region. This role is based within the Airbus North America Customer Support organization (AASC) and you will be part of a dynamic team focused on driving "Voice of the Customer" improvements within the organization.

The Customer Support Performance Manager will define, deploy and lead the AASC Performance governance. This will include all the Key Performance Indicators defined in line with the Airbus Customer Support organization objectives. The Customer Support Performance Manager will also lead the deployment of the 2025 CSIP campaign (from pre-campaign phase to post-survey data treatment including the associated action plans) in the North America Region. The Customer Support Performance Manager will work cross functionally within the Airbus Customer Support organization.

Working across Customer Services Worldwide with multiple stakeholders from Business Lines, Customer Facing teams as well as interacting at all levels of the Customer Service Organization.

Challenge the status quo when it comes to customers escalations' feedback loop, Management Review meetings' action plan closure, CSIP deployment.

Responsible for the AASC Performance Management which includes close coordination with all involved BU's to ensure the performance adherence to the Key Performance Indicators of the Airbus Customer Support organization.

Working in conjunction with the central Customer Experience team, define and drive initiatives to improve Customer Satisfaction.

Reinstatement of SF Business Owner Network focal point for SF that stays informed of new developments and changes within SF and communicates those to rest of team. Provide trainings & refreshers incl. Train the trainer ? create format of trainings.

CSIP campaign deployment and post-treatment actions roll-out.

ISCT management and its integration into AAS governance.

AASC Performance Dashboards in Sales Force.

Operational governance leading to improvement of the KPI results vs the EoY targets.

Action management in Salesforce.

CSIP related communications in the NA region.

Required one to three years' experience in the aviation industry, preferably in customer support.

Project Management skills - Data Analytics skills.

Preferably Experience and knowledge of Qualtrics Experience Management platform and Salesforce.

Preferably having prior Customer experience.

Excellent communication & influencing skill.

Demonstrated effective customer service skills and problem solving abilities.

Demonstrated leadership ability and interpersonal skills.

Ability to multi-task and handle numerous assignments simultaneously.

Ability to work in a team environment while being a dynamic, innovative and creative individual contributor.

Proficiency in Microsoft Office, GSuite applications.

Must be fluent in English, both written and verbal.

BS or BA degree from an accredited four year college or university; or equivalent combination of education and experience.

Onsite or remote : Office location 3 out of 5 days per week.

Vision : Ability to see and read computer screens and other electronic equipment with screens, able to read documents, reports.

Hearing : Daily able to hear to participate in conversations in person and via teleconference or phone.

Speaking : Daily able to speak in conversations and meetings, deliver information and participate in communications.

Equipment Operation : daily use of personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors.

Carrying : Daily able to carry documents, tools, drawings, electronic equipment up to 10lbs.

Sitting : Daily able to sit for long periods of time in meetings, working on a computer.

Standing : Daily able to stand for discussions in offices or on a production floor.

Travel : 10% of time able to travel independently and at short notice.

Walking : Daily able to walk through office and production areas including uneven surfaces.

Personal Protective Equipment required : If visiting a factory - Required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection, Respirators / Masks, and / or Protective Gloves as required by site and / or customer site.

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.

Airbus Americas Customer Services, Inc.

Employment Type : US - Direct Hire

Experience Level : Entry Level

Remote Type : On-site

Job Family : Improvement & Performance Management