In Service Quality Performance Manager

Job description:

You have experience in Quality and Customer Relations within the manufacturing sector and are looking to grow while developing new skills? This position is for you!

The A220 Commercial Aircraft Program is seeking a Customer Quality Representative to join our Quality team based in Mirabel (Quebec, Canada), where you will work toward ensuring customer satisfaction.

You will be part of the "Customer Line" team, responsible for representing the Quality function to our customers. Our team is structured to promote cross-functional collaboration and autonomy, while fostering mutual support and collective learning.

As a Customer Quality Representative, your role will be to secure the customer feedback loop as part of the Airbus delivery team. You will define and agree with the customer on key "irritants" — at both the fleet and program levels — and ensure they are addressed by the Airbus ecosystem.

Your working environment:

The A220 commercial aircraft Programme is headquartered in Mirabel, in the greater Montreal area, where the vibrant city of Montreal is just a stone’s throw away. Known for its peaceful and safe environment, the region offers a high quality of life for younger or experienced professionals and families, perfectly balancing career opportunities and outdoor activities that makes it a truly special place to call home.

How we care for you:

• Financial rewards: Attractive salary, annual bonus, group insurance plan, pension plan and share purchase plan.

• Work / Life Balance: A hybrid working policy (based on operational needs), on-site cafeterias and a highly competitive holiday policy.

• Wellbeing/Health: Employee Assistance Program (EAP), Discount Program, on-site Medical Service, access to a public shuttle service between Laval (Montmorency metro station) and Mirabel, and a carpooling application.

• Individual development: Great upskilling opportunities and development prospects with unlimited access to +10.000 e-learning courses to develop your employability, certifications, accelerated development programmes, national and international mobility.

Your Challenges:

• Deploy and promote Customer Centricity within the Airbus Canada Quality organization.

• Act as the primary focal point for A220 Customer Services regarding quality performance, interfacing with other Quality entities to ensure a "single voice" to both internal and external customers.

• Consolidate quality "pain points" reported by operators throughout the product lifecycle (pre-FAL, FAL, Delivery, Support) and coordinate continuous improvement initiatives.

• Establish and maintain a digital In-Service Quality performance dashboard utilizing SMART indicators.

• Represent the Quality function (ABQS) during performance reviews (ABS) by providing Key Performance Indicators (KPIs).

• Lead operational improvement projects and eradicate the recurrence of in-service events through Root Cause Analysis.

• Map existing Feedback Loop processes for the A220 and the wider Airbus product line to define and support global improvement pillars.

• Define internal communication channels to share the operational reality of our customers.

• Ensure close collaboration with the Airbus In-Service Quality organization in Toulouse to exchange best practices (First Class Room, standards, etc.).

Your Profile:

• You hold a university degree in engineering (aerospace, mechanical, industrial) or similar, or you possess significant and relevant professional experience;

• You have a minimum of 10 years of experience in the sector;

• You possess a strong knowledge of aircraft structure and/or systems, ideally with experience in quality, programs, supplier quality, or customer service;

• You demonstrate strong leadership skills, in line with the AIRBUS leadership model;

• You are proficient in project management and change management;

• You are proficient in continuous improvement;

• You are able to communicate at all levels of the organization and across all functions;

• You are autonomous;

• You have a strong team spirit;

• You demonstrate innovation and vision;

• You demonstrate strong decision-making skills;

• You know how to influence and mobilize others;

• You possess experience in problem-solving methodologies and tools;

• You are bilingual (French and English), both written and spoken;

• You have the ability to lead projects in a transforming environment with excellent communication skills.

This role requires awareness of all potential compliance risks and a commitment to acting with integrity; these values are the foundation of the company's success, reputation, and sustainable growth.

Take your career to a new dimension by submitting your application online now!

Legal entity:

Airbus Canada Limited Partnership

Contract type:

Permanent

Experience level:

Professional

Job family:

Quality Assurance

By submitting your CV or application, you consent to Airbus using and storing information about you for tracking purposes regarding your application or future employment. This information will only be used by Airbus. Airbus is committed to achieving workforce diversity and creating an inclusive work environment. We welcome all applications regardless of social and cultural background, age, gender, disability, sexual orientation or religious beliefs. Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange as part of a recruitment process. Any impersonation of Airbus should be reported to emsom@airbus.com.

At Airbus, we help you work, connect and collaborate more easily and flexibly. Wherever possible, we promote flexible working arrangements to stimulate innovative thinking.

About us

As a manufacturer of commercial aircraft, with Space and Defense and Helicopters divisions, Airbus is Europe's largest aerospace company and a global leader.

Airbus has built on its strong European heritage to become truly international, with some 148,000 employees at 180 sites worldwide. The company has final assembly lines for aircraft and helicopters in Asia, Europe and the Americas.

In Canada, more than 4,500 people work at Airbus' ten sites and offices and those of its subsidiaries, including more than 4,000 in Quebec.

The main production sites are the headquarters of the A220 commercial aircraft program and Airbus Atlantic Canada, both located in Mirabel, Quebec. Other Airbus sites and subsidiaries are located in Ontario - Airbus Helicopters Canada in Fort Erie and NAVBLUE in Waterloo - Nova Scotia and Quebec.

A member of the Airbus family for more than five years, the A220, designed and assembled in Quebec and renowned for its exceptional performance and versatility, has become a preferred choice for airlines.