Customer Services Chief of Staff

Herndon, VA - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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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 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 CEOs 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:

Bachelors 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 Companys 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

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Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex sexual orientation gender identity national origin age disability genetics pregnancy marital status veteran status or other legally protected addition to federal law requirements Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion demotion termination layoff recall transfer leaves of absence compensation benefits and training. Airbus expressly prohibits any form of workplace harassment based on race color religion sex sexual orientation gender identity national origin age disability genetics pregnancy marital status veteran status or other legally protected status. As a matter of policy Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will meaning either the company or the employee can terminate the employment relationship at any time with or without cause with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background age gender disability sexual orientation or religious belief.

Airbus is and always has been committed to equal opportunities for all. As such we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to.

Required Experience:

Senior IC

Notice: Know Your Rights: Workplace Discrimination is Illegal
Notice: Pay Transparency Nondiscrimination (English)
Aviso: Transparencia en el Pago No Discriminacion(Spanish)