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Job Description:

Position Summary:   

The Customer Services Chief of Staff is an integral member of the Customer Services Leadership Team and is responsible to the Vice President of Customer Services (AAS) to ensure that the VP of Customer Services and the Customer services leadership team are delivering on functional and regional priorities.   The Chief of Staff is primarily responsible for long-term planning, prioritization, organizing, and executing.  In particular, their ability to assist the VP of Customer Services in the integration of Customer Services reporting and accountabilities into the AA region as well as the integration of AAS into the home Customer services functions in Europe is critical to the success in this role.

Primary Responsibilities: 

Manage leadership communication 30%

• Maintain confidentiality and use a high degree of discretion while preparing presentations and communications for the VP of Customer Services

• Create and drive content and delivery of communications surrounding Customer services initiatives such as town halls, customer visits, performance reporting

• Act as a liaison to the CEO’s office to facilitate completion of required activities and reporting requirements around the regional strategy and objectives

• Maintain a master schedule of upcoming milestones. Examples include but are not limited to: Quarterly Business reviews, Monthly operational and business reviews (MORs and MBRs), weekly staff meetings, RBRs (Regional Business reviews in TLS)

• Drive preparation of the quarterly business reviews (QBRs) with the CEO office with all relevant stakeholders (BLs, HR, Finance etc)

• Anticipate, organize and cascade the Top Company Objectives as outlined/modified by the Airbus Americas (AA) CEO and the functions in Europe.

• Provide a cascade of communication from the AA Executive Office to ensure the alignment of Customer Services to AA regional activities, policies, processes and activities.

• Collate data from key knowledge holders to monitor the compliance of Engineering on topics such as mandatory E&C training, export control, etc.

• Foster and maintain relationship across the One Roof functions to ensure open lines of communication

• Represent the VP of Customer Services in meetings that require deputation on all matters related to Finance, Performance management, Operational drumbeat and daily escalations from customers

Manage projects to support the CS team to meet strategic objectives 50%

• Manage customer services strategy documentation and presentations and act as the POC for the regional strategy team

• Audit and report out on completion of customer services Top Company objectives and Leadership level goal coordination and tracking

• Support and lead projects related to customer services initiatives on an ad hoc basis (Lead of the US tariff Customer services MFT, operational improvement MFTs etc)

• With the support of the customer services executive assistant organize and manage offsites, team boosters, employee townhalls and other physical or virtual regional event

• Coordinate and lead the E2E effort to prepare and execute the Airbus presence at the MRO Americas conference with more than 130+ participants from Airbus as well as multiple customer interactions across the region

Budget Coordination and Management 20%

• Manage HR budget and financial reporting, act as the point of contact for Finance

• Drive preparation of all performance metrics for the monthly operational reviews in Customer Services

Additional Responsibilities:   

• Other duties as assigned from time to time which are consistent with the responsibilities outlined above.

Qualified Experience / Skills / Training: 

Education:

• Bachelor’s degree in engineering or relevant technical field with a Masters in Engineering, logistics, supply chain, production preferred. MBA would be an additional advantage

Experience:

• 10+ years progressive experience in operational functions such as engineering, customer services & support, procurement, production

• Experience in a complex, matrix organization preferred.

Knowledge, Skills, Demonstrated Capabilities:

• A strong understanding of the rhythm of engineering projects and deliverables as well as a strong understanding of the key drivers of cost, quality and operational excellence in Customer Services.

• Superior written, presentation and oral communication, interpersonal and consultative skills, as well as effective result-oriented problem solving skills

• Ability to challenge and influence the business to complete tasks assigned to the Customer Services organization

• Ability to utilize project management skills to generate structured, business oriented solutions 

• Demonstrated ability to excel in a complex, matrix organization

• Experience working as part of a geographically dispersed international team

• Well-organized and self-directed, engaged, collaborative team player

• Customer focused with a strong business acumen

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 Account and Service Management <JF-CS-CA>

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