Customer Experience/Ferry Flight Manager

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Job Description:

Airbus Delivery Center is looking for a Customer Experience and Ferry Flight Manager to join our Delivery Center based in Mobile, AL.

You will be part of a team that is responsible for ensuring that quality service and hospitality is provided to Airbus customers while they are in Mobile at the time of aircraft delivery up to and including the ferry flight. You are responsible for all types of activities leading to an efficient and successful ferry flight departure of a newly delivered aircraft to the customer from Mobile to its final destination.

Your Working Environment:

On 'Airbus Way' you will find the Airbus U.S. Manufacturing Facility for commercial aircraft. Opened at the Mobile Aeroplex at Brookley in 2015, the facility produces A320 Family aircraft and added a second product line for the A220 in 2019. The facility, which strengthens the U.S. aerospace industry, is part of Airbus' strategy to enhance its global competitiveness by meeting the growing needs of its customers in the United States and beyond.

How We Care for You:

• Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan ("ESOP")

• Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.

• Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan ("EAP") and other supplemental benefit coverages.

• Individual Development: Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.

Your Challenges

Customer Experience Manager:

• Liaises with the Customers well before aircraft delivery on all matters related to travel and accommodation plans (including hotel and rental car bookings).

• Prepares and arranges Customers' office assignment, IT/wifi access, parking passes, and all required services during Customers' stay at the Delivery Center.

• Establishes site clearances with Security functions for an effective and smooth Customer/Visitors check-in process.

• Compiles and dispatches the customer's arrival notification to all applicable departments within Airbus Mobile.

• Provides a safety briefing with required paperwork to customers at the time of their arrival and ensures that health and safety obligations are adhered to.

• Prepares and dispatches in a timely manner the Delivery Information Sheet (CDT) to customers and internal organizations.

• Supports collecting pilot CAF information for TSA clearance for the dispatch team.

• Attends Customer welcome meeting on day 1 of delivery, continues to host customer delivery team onsite until final departure of ferry flight.

• Plans and coordinates Customer lunches according to the weekly delivery schedule.

• Supports the Transfer of Title process, if needed.

• When requested, organizes and coordinates special events for VIP visitors / customers.

Ferry Flight Manager:

• Arranges with the customer/operator all details required by Airbus to prepare for the ferry flight departure.

• Conducts a Ferry Flight Meeting with customer/operator, Dispatch Office and all required Airbus departments at start of customer ground checks to arrange ferry flight departure and subsequent flight routing. In case of departure delays, ensures information flow to all affected organizations and coordinates new departure slots with them.

• Coordinates catering, fueling, aircraft servicing and pushback for departure with all involved departments on a timely basis.

• Supports customer fueling requirements for departure, including SAF process adherence

• At time of scheduled ferry flight, prepares General Declaration, Passenger, Cargo and Aircraft Manifest and ensures timely Crew/Passenger passport and visa control, if applicable.

• Releases the aircraft departure messages to internal and external organizations after aircraft departure and provides stand-by services until take-off.

Additional Responsibilities:

• Other duties as assigned including:

  • Escalates customer related Facilities or IT issues by reporting to Customer Support Rep in order to create tickets

  • Participates in Global Cross-Site Customer Experience Project

  • Helps maintain cleanliness and proper order of customer facilities in the Delivery Center to include offices and customer lobbies

  • When required, supports any function within Delivery scope of activities.

Your Boarding Pass

Qualified Experience and Training Required Education:

Bachelor's Degree in Aviation, Hospitality, Communications, Business Administration or a related field.

Preferred Education Required Experience: Previous experience in customer facing environment excellent customer service skills; Demonstrated experience working in a high-tempo team environment

Preferred Experience: Previous aviation related experience

Travel Required: 10% Domestic and International

Citizenship: Authorized to Work in the US

Skills: Demonstrated ability of working within a high-tempo team. Excellent customer service skills. Flexibility and adaptability to schedule changes. Strong aptitude of working in an international and culturally diverse environment.

Preferred Knowledge, Skills, Demonstrated Capabilities Required: Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages).Fluent in spoken and written English. Proficiency in a second language (i.e. Spanish, French, German...) is preferred.

Technical Systems Proficiency: GSuite experience preferred

Complexity of the Role Level of Decision Making: (Level/Impact of decision making: strategic, tactical, operational) Decision making as a part of an internal multi-functional team

Organizational information Is this a people manager?: No

Job Dimensions: This position is the heartbeat of the customer experience at Airbus. You will be responsible for upholding Airbus standards and giving the customer the best possible experience during their time at the Delivery Center. Frequency Onsite 90%, Remote % 10, if delivery schedule allows.

Physical Requirements:

Vision: adequate to enter and read material on computer screens. Able to identify individuals to initiate greetings, the giving of directions and other business interactions.

Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on production floor including safety warnings or alarms.

Speaking: able to speak in conversations and meetings, deliver information and participate in communications in person or via electronic means and deliver information to groups of varying size with or without amplification

Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts.

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

Lifting: able to lift documents, tools, drawings, electronic equipment up to 10lbs.

Pushing / Pulling: able to push and pull small office furniture and some equipment and tools.

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

Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving.

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

Travel: able to occasionally travel independently and at short notice.

Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office and production areas including uneven surfaces.

Personal Protective Equipment required: Required PPE includes, but is not limited to hearing protection, safety glasses, safety shoes. Administrative positions only PPE required; Appropriate hearing/eye protection may also be required when visiting the shop floor.

Take your career to a new level and apply online now!

A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.

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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