Customer Service Business Improvement Manager

Airbus
Lisbon
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Stakeholder management","Change management","Analytical thinking","Workshop facilitation","Communication"]

Drive process improvement across Airbus Customer Services by collaborating with central and local process teams, defining audit governance, and preparing impacted teams for audits. Coordinate corporate audits and use data to build Workflow Control Boards and performance dashboards. Lead SU-Domain core work on process simplification and end-to-end efficiency, leveraging Python, PySpark, SQL and Skywise technologies, and applying GenAI to improve BMS and day-to-day ways of working.

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FursaFursa
Airbus
Airbus
3 days ago

Customer Service Business Improvement Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Drive process improvement across Airbus Customer Services by collaborating with central and local process teams, defining audit governance, and preparing impacted teams for audits. Coordinate corporate audits and use data to build Workflow Control Boards and performance dashboards. Lead SU-Domain core work on process simplification and end-to-end efficiency, leveraging Python, PySpark, SQL and Skywise technologies, and applying GenAI to improve BMS and day-to-day ways of working.
Location: Lisbon
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Collaborate with central and local process teams to manage process improvement topics such as E2E Product Line analysis and deployment and operational process surveillance.
  • •Define and deploy audit governance to improve on-time and on-quality audit finding closure with the Quality department; prepare impacted Customer Services teams for audits.
  • •Coordinate and monitor corporate audits within Customer Services in close collaboration with the central Audit Team in 2M.
  • •Analyze data to develop Workflow Control Boards and performance dashboards across Customer Services processes, including coding such as Python, PySpark, SQL, SLATE, Apsheets, and Google Looker Studio.
  • •Contribute to the SU-Domain core team to support process simplification, architecture improvements, and end-to-end process flow efficiency; use GenAI to improve BMS and daily ways of working.

Pay and Benefits

Perks:Learning BudgetHybrid Working

Key Requirements

  • •Profound knowledge and hands-on experience in Lean Management and problem solving.
  • •Proven experience leading workshops such as Kaizen, 5S, and PPS.
  • •Proven ability to lead complex, cross-functional initiatives end to end while managing stakeholders.
  • •Capability to design effective change-management strategies and inspire teams by communicating the “why”.
  • •Strong analytics and programming/BI skills including Python, PySpark, SQL, SLATE, Apsheets, and Google Looker Studio; Skywise experience is desirable.
Skills:Stakeholder managementChange managementAnalytical thinkingWorkshop facilitationCommunication
Languages:English
Tech Stack:PythonPySparkSQLSLATEApsheetsGoogle Looker StudioSkywiseGenAI

Company Brief

Airbus
Designs, manufactures, and sells commercial aircraft, helicopters, defense and space systems, and related services worldwide. Airbus is a leading aerospace and defense company delivering integrated solutions for civil and military aviation customers.
Industry: Aerospace Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Toulouse, France
Founded: 1970
WebsiteLinkedIn