Customer Services - Program Manager / Responsable Programmes Support Client

Do you have experience in customer services, program management and/or worked for an airline, have you worked in engineering, or a technical domain in the aerospace industry and would you like to progress and develop new skills? Then this job is for you!

The A220 commercial aircraft Programme is looking for a Customer Services - Program Manager to join our Fleet Efficiency team based in Mirabel (Québec, Canada), where you will jointly work with our engineering and program teams, our suppliers and our customers with the objective to improve the A220 fleet performance in service.

You will be part of the Fleet Efficiency team whose mission is to ensure safe & economic operation of the fleet in-service.

The team organization is established to promote cross-collaboration autonomously, supporting each other and learning collectively.

Your role as Program Manager, Customer Services will be to:

• Follow up on solutions to Major In-Service Problems (MISP) (time, cost, performance)
• Define and implement actions to sustain the in-service fleet OR (Operational Reliability) performance at the target value
• Participate to the actions contributing to ensure safety of the in-service fleet

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, on-site cafeterias and a highly competitive holiday policy.
• Wellbeing/Health: Employee Assistance Program (EAP), Discount Program, on-site Medical Service, free shuttle service between Montreal and Mirabel and 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:

• You contribute to the analysis of the major in-service events and the solutions, identifies and implements mitigations and solutions embodiment plan and leads with the support from ISE and F/ops the definition of the proper communication plan to customers;
• You are in charge of ensuring that Customer Services impacts and required deliverables are well known and understood for each proposed aircraft modification, and also responsible to determine and prepare the implementation strategy (SB policy, embodiment campaigns...) that will be validated at CCB;
• You monitor the fleet issues, mainly through the management of the FAIR Forum (Forum with Airlines For Interactive Resolution) and through a good interface with In-Service Engineering, identifies the candidate MISP and when MISP is launched, becomes the end-to-end Project Leader with the objective of delivering a technically and economically sound solution within a reasonable timeframe;
• You contribute to the recurring analysis of the fleet performance (Operational Reliability, Component reliability, Maintenance costs, Fuel consumption,…), identifies deviations from targets, and launches appropriate improvement or recovery actions, including embodiment of solution in the fleet;
• You are the focal point for A220 Customer fleet managers;
• You are in charge of one or several customer accounts;
• You contribute to technical Review Meetings (FRM/TRM) for allocated Customers;
• You contribute to managing the interface with A220 Family Central Program.

Your boarding pass:

• You possess an Aerospace Engineering degree or equivalent or an Aircraft mechanics license;
• You have a minimum of five (5) years of experience in Engineering and/or aircraft operation;
• You have experience in managing important multi-disciplinary projects;
• You demonstrate significant experience in interacting with Airline customers and managing relationships;
• You are customer focused and behave with integrity at all times with no compromise;
• You have excellent interpersonal and communication skills and treat people with respect;
• You have a proven leadership and negotiation abilities to effectively challenge established plans;
• You are synthetic and rigorous mindset, with the ability to anticipate and manage technical and financial risks;
• You have an In-depth knowledge of one or more A220 systems (considered as an asset).

This role may involve some travels for business (worldwide).

Due to the sector of activity (aerospace), frequent contacts with Airbus entities worldwide, and interactions with suppliers and clients also located across the globe, proficiency in English is required for this position.

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.