Head of Customer Support - AMER

Job Summary :

The HO Customer Support - AMER will support the strategy, vision and roadmap for the Customer Experience(CX) organization in NAVBLUE.

Will lead and develop technically oriented tier 1,2 and 3 customer support teams in a 24 / 7 operating environment. The incumbent will be responsible for working closely with HOS of other regions for delivering the overall strategy of customer support, using their knowledge of the overall business strategy, and world class best practices.

This position will be hands-on where necessary, establish achievable objectives, focused and able to mentor and grow a strong department within the organization.

Working in partnership with the satellite teams including but not limited to Software, Product Management, and Commercial teams to establish, implement and document processes.

The HO Support - AMER will work closely with the Process Optimization organization within CX to build it, develop tangible reports measuring success, drive accountability within the organization.

The incumbent will be accountable for ensuring established SLA’s are honored and improved upon and guarantee the satisfaction level of all clients.

The incumbent is responsible for customers located around the world and support staff located within Canada.

This position is responsible for Customer Support for NAVBLUE products.

Responsibilities :

• Develop a world-class customer support agenda, including :
• Enhancement of current workflows
• Tracking and improving productivity,
• Fulfilling contracted services
• Comprehensive departmental documentation and procedural checklists
• Timely resolution of customer issues
• Be aware of critical issues and monitor issues are resolved per established SLA - if resolution is not possible, work with the teams on providing a workaround
• Establish relationship with the customers that funnels into making this role the ultimate escalation point of contact for the regionDetermine and define what NAVBLUE’s customers value and how the differentiating experience will be delivered.
• Facilitate the development of an accountability action chain, establishing approaches and implementation to understand customer loyalty and return on investment
• Ensure availability and delivery of customer training and product documentation by working with the Customer Fulfillment organization
• Work with Customer Fulfillment organization on building a resilient transition plan from delivery to support across all new clients
• Take a leadership role in fostering a quality improvement mindset
• Develop standardized methods of dealing with customer service issues, and continuously improve performance in client satisfaction through the effective management of people, implementation of systems & tools
• Identify, Support, develop and mentor direct reports to advance the appropriate customer focused skill set among Customer Support staff
• Complete any other assignments, duties and projects that may be assigned

Qualified Experience / Skills / Training :

Education :

• Bachelors degree or equivalent experience
• Aviation / Aeronautical knowledge

Experience :

• 3+ years Customer Service Center Management experience with emphasis on developing an organization while meeting business objectives
• Familiar with airline operations and knowledge of the NAVBLUE portfolio of products and services is expected.

Knowledge, Skills, Demonstrated Capabilities & Competencies :

• Ability to create, lead, and influence transformational projects within a cross functional matrix environment
• Excellent management, analytical and problem resolution skills
• Progressive and proven record of leadership
• Proven ability to drive change and influence and motivate individuals at all levels of the organization and to take appropriate risks
• Excellent organizational and time management skills
• Proven experience managing multiple projects simultaneously
• Ability to contribute in a collaborative environment
• Experience in real time, mission critical operations, preferably in a 24 x 7 situation
• Experience with multi-user call tracking systems

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 ways to improve our processes and technologies to be a leader in the highly competitive aviation market.

How to Apply :

Candidates who are interested in joining the NAVBLUE team are invited to submit their resume and cover letter, highlighting their work experiences and skills via email to .

We thank all applicants for applying. Only selected applicants will be contacted.

Navblue is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from.

We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job.

We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class.

Accommodations will be available on request for candidates throughout the entire recruitment and selection process.

About Us :

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off / landing, weight and balance), and crew planning solutions.

You’ll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world.

You’ll have the opportunity to support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.

You’ll join a team with a focus on digital and collaborative innovation that is passionate and customer-focused. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies;

the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.

NAVBLUE is also proud to have been recognized as one of Waterloo Area’s Top Employers for 2024 . Based on eight criteria : physical workplace, work atmosphere and social, health financial and family benefits, vacation and time off, employee communication, performance manager, training and skills development and community involvement.

It was determined that we offer some of the most progressive and forward-thinking programs within the area. Plus, NAVBLUE was recognized as one of Canada’s Best Employers for Recent Graduates in 2024 .

We are excited and grateful for both these recognitions. We realize that it is our employees that have allowed us to succeed and will allow us to continue succeeding.

NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission : lead aviation into the digital age.

NAVBLUE is based in Hersham (UK), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand) and Malmö (Sweden), Gdańsk (Poland) with other offices all around the world.

The Future is Yours for the Taking :